Contact Center Associate - Temporary
About The Position
The IEEE Contact Center Associate will be responsible to service and troubleshooting IEEE Product & Service challenges presented by internal and external customers, including members, individuals, staff and volunteers via chat, bulk mail, phone, and interdepartmental communications. The incumbent in the role provides prompt and professional high quality service and solutions on a consistent level. He/She will assume ownership and accountability for resolution of all inquiries, attend training to develop job skills, products/services knowledge, and Contact Center skills. This individual works well with minimal supervisor interactions and can make decisions to deliver high satisfaction to our members and customers. This position is under general supervision and typically reports to a Supervisor.
Requirements
- Bachelor’s degree is preferred but is not required for this position based on equivalent and progressive experience in lieu of a degree
- 2+ years customer service experience
- Demonstrates knowledge of and ability to grasp technical language, functionality, and support for Contact Center support systems, in particular OSC or similar CRM software.
- Strong organization skills
- Team oriented; ability to partner and share information and foster relationships
- Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.
- Must have working knowledge of MS Office Applications (Word, Excel, Power Point, Access)
Nice To Haves
- CRM Database experience is a plus
Responsibilities
- Provide practical solutions to IEEE members, customers, and volunteers
- Understands the methodology and works on problem solving solutions
- Receive research and respond to member and customer inquiries
- Provide personalized support concerning IEEE products, services and benefits
- Follow Contact Center SOP (Standard Operating Procedures)
- And other responsibilities as designated by department management
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
