Customer Support Representative

Association for Materials Protection and Performance

Job Description

JOB TITLE: Customer Support Representative

DIVISION: Customer Relations Management

DEPARTMENT(S): Customer Support

REPORTS TO: Senior Manager, Customer Support

FLSA STATUS: Non-Exempt REVISION DATE: 08/15/2023

SUMMARY

The Customer Support Representative is responsible for handling inquiries related to products and services from customers and members in a variety of channel preferences (phone, email and chat). As an AMPP representative you will help ensure timely resolution within the established Service Level Agreement policy and uphold quality standards to meet or exceed member and customer expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Review, analyze and resolve customer inquiries related to products and services across various channels: phone, email, web, chat, and social media.
• Take appropriate action(s) to ensure all ISO process requirements are followed.
• Maintain a high degree of accuracy utilizing programs such as Windows, Windows based programs, association management software (AMS), the internet, AMPP websites, event registrations and certifications.
• Process payments for association products and services and provide detailed information in a timely manner.
• Offer support for association programs including but not limited to education and certification courses, including making necessary corrections to invoices and creating memberships through AMS process.
• Perform database maintenance in association software system, including but not limited to entering new records, processing requested changes to existing records, and merging duplicate records as needed.
• Process a high volume of inbound and outbound inquiries and provide detailed information on products and services in a timely manner.
• Perform maintenance to member and association records to ensure accurate and timely communications.
• Proactively provide constructive feedback to business partners to foster continuous improvement and expedite customer resolutions.
• Contribute to proposed company efforts through employee engagement in meetings and project team activities to accomplish related results as needed.
• Stay informed about all company departments, products, services and promotions.

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities required for this role.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIREMENTS

Some travel is expected for this role and passport is required.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent
• Two years of customer service experience

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, members, employees of the organization, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, etc. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to develop and interpret business graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.

OTHER SKILLS and ABILITIES

Must possess a specific level of communication skill both verbal and written. Have demonstrated personnel management skills including, but not limited to, the ability to evaluate staff performance and provide direction, is highly desirable. Ability to work in a multi task environment taking into account various external factors and to communicate efficiently and accurately to both managers/supervisors and subordinate staff.

Must be computer literate with knowledge and experience in word processing and spreadsheet softwares. Ability to learn and use association specific software.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.