Contact Centre Advisor

AICPA•Durham, NC

1d•Hybrid

About The Position

Join our Global Engagement Center as a Contact Center Advisor and help members, students, prospects, and customers get the support they need across phone, email, chat and other service channels. You'll be part of a collaborative team focused on delivering clear, helpful and high-quality service. You will report to The Associate Director - Global Engagement Center. The role operates a 6.00am through 3.00pm and 9.00am through 6.00pm schedule at different points in the year depending on business demand. Invest in your future with development opportunities to help you build expertise and grow your career. Join a collaborative team where achievements are recognized and leaders are committed to helping you succeed. Make an impact! Help members and students achieve their professional goals and shaping the future of the accounting and finance profession. Enjoy variety and global exposure in a contact center environment where no two days are the same and you'll engage with members and students from around the world. Have your voice heard by providing feedback on member experiences and contributing directly to service improvements across the business. Unlock future career opportunities with a clear pathway for progression. Each year, between 20%25 and 25%25 of our GEC Advisors move into new roles, either within the GEC or across the Association.

Requirements

Relevant work experience and a degree-level qualification. Equivalent combinations of education and experience are welcome.
Experience working within a multi-channel customer engagement environment.
Experience meeting quality, service, productivity, sales, revenue, or customer satisfaction goals.
Experience using customer service, contact center, or case management systems.

Nice To Haves

Experience within a professional association, membership organization, educational institution, or credentialing body is beneficial but not essential.

Responsibilities

Support inbound, outbound, chat, email, social, technical, membership, or student service activities as assigned.
Deliver professional responses and resolve member, student, prospect, or customer needs.
Monitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.
Help team members across channels and priorities where applicable.
Partner with other teams to improve end-to-end customer journeys.
Maintain accurate customer, membership, application, case, knowledge, or technical records in approved systems.
Support campaigns and programs that improve retention, conversion, engagement, product awareness, and member value.
Use data, feedback, technology, and process improvement to strengthen service efficiency and experience.