Customer Service Analyst [40]
About The Position
The Customer Service Analyst role within MS supports a variety of member-service activities, including processing SRF Lessons applications, taking orders for SRF publications and other products, managing sensitive calls, supporting international monastic tours, and handling monetary and non-monetary transactions from multiple countries and in various languages. The analyst may initially specialize in one area but is expected to develop expertise across multiple functions over time. Navigating multiple technology solutions is an integral part of the role. This is a 40-hour-per-week, hourly, non-exempt position, Monday through Friday, based at the SRF Victory Building in Glendale, California. The position is hybrid, and local candidates only. Relocation costs are not reimbursed. The employer participates in E-Verify. A competitive benefits package includes a variety of insurance coverage choices, a retirement plan, and paid sick, vacation, and holiday time.
Requirements
- Computer proficiency.
- Excellent organizational skills, attention to detail, and accuracy.
- Good English and writing skills.
- Excellent telephone skills and the ability to extend courtesy and respect to callers.
- Strong interpersonal and verbal communication skills.
- Willingness to proactively initiate problem-solving and learn multiple processes and technologies.
- Ability to exercise sound independent judgment and take necessary action.
- Knowledge of and experience with SRF teachings and principles.
Nice To Haves
- General office or clerical experience preferred.
- One to three years of college or business/vocational school, or a minimum of three years of office experience.
Responsibilities
- Fill member requests, handle complaints, research problems, and determine solutions, including processing orders, subscriptions, donations, Convocation registrations, Lessons, and payments.
- Follow procedures and policies when answering caller questions about SRF, Lessons and Kriya Yoga applications, subscriptions, products, and special events.
- Research member status and history, review correspondence, and determine appropriate handling.
- Compose emails, notes, and letters, or assign appropriate donation and/or prayer acknowledgments.
- Initiate phone calls to members and contacts regarding business matters.
- Write explanatory memos regarding special cases and unusual or sensitive calls.
- Serve as a Prayer Council Phone Representative by recording prayer requests, explaining the World Wide Prayer Council, and sending literature.
- Follow procedures for mailings and outgoing correspondence, incomplete remittances, monetary transaction problems, website complaints, credit card reversals, damaged-goods returns, refunds, and exchanges.
- Collaborate with other SRF departments, route callers and inquiries appropriately, and follow special procedures for specialized counseling communications and Lessons applications.
- Consult and communicate with other departments about routing questions, decisions, and specific cases; forward inquiries to the appropriate area with instructions when necessary.
- Support other departments in preparing for special ceremonies and monastic tours.
- Keep current on routing procedures, program changes, SRF policies, relevant political trends or situations affecting members, the SRF website and user e-forms, e-newsletters, new items, process changes, and product availability.
- Follow through on questions and problems and suggest solutions or alternatives.
- Maintain strict confidentiality and follow SRF policies and established processes.
- Perform other position-related tasks as assigned.
Benefits
- A variety of insurance coverage choices, including group medical, dental, and life insurance.
- Retirement plan.
- Paid sick time.
- Paid vacation time.
- Paid holiday time.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
