[Hiring] Contact Center Technical Associate @IEEE

Role Description

The primary role of the position is to service our members, customers, and volunteers by providing knowledgeable support in IEEE Products & Services. The incumbent in this role provides prompt and professional high-quality service and solutions to clients. They operate within the established metrics and maintain these metrics to provide swift and accurate service at all times. They will assume ownership and accountability for resolution of all inquiries, attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. They recommend process improvements for optimal service and efficiencies; participate on teams in support of the department objectives and other responsibilities as designated by the department supervisor. This position is under general supervision and will report to a Contact Center Supervisor.

Key Responsibilities

• Provide knowledgeable support to members, customers, and volunteers on IEEE Products and Services.
• Respond to member and volunteer inquiries using all channels such as email, chat, phones, white mail, and face-to-face.
• Follow up on open inquiries in a timely manner and respond back to the member accordingly.
• Process payments for members, customers, and volunteers.
• Participate in all Contact Center outreach programs, recommend necessary solutions, identify and submit for approval process improvements for optimal service, participate on teams in support of the department objectives, and escalate issues to the management staff, as required.
• Process transactional requests: Payment research, MOA, Bal. Due, Credit Card Declines, refunds.
• Participate in system and release testing.
• Follow Contact Center SOP (Standard Operating Procedures).
• Maintain and exceed department goals and objectives.
• Complete 50 hours of training and attend communication meetings monthly through remote access.

Qualifications

• Bachelor's degree or equivalent experience or equivalent work experience (Preferred).

Requirements

• 2-4 years customer service experience in a high volume call center providing technical support and assistance to all client levels (Required).
• Formal training/education in technical (Help Desk type) support is preferred.
• Excellent oral and written communication skills.
• 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).

Other Requirements

• As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.
• PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.
• For information on work demands and conditions required for this position, please consult the reference document, ADA Requirements.
• This position is classified under.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Disclaimer

This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.