American Management Association Intl.

CUSTOMER CARE COORDINATOR

US-NY-Saranac Lake
5 days ago
Job ID
2017-1674
# Positions
1
Category
Customer Service/Support - Customer Care

Overview

Provide high level customer service by telephone, fax, email, chat or mail to all contacts, analyzing needs and providing resolution while fulfilling customer needs by processing orders, requests and providing information as required. Provide to all contacts the resolution of the question required, either through research or contact with internal or external areas. Maintain and administer complex processes that do not 'fit' into the normal system processing (i.e. contacts, guarantees, CEU/Transcripts, Internet, Multi-Unit & Certificate programs, etc.). Continually man the Care Center to provide and fulfill customer needs by; telephone, fax, Internet or mail ensuring prompt response and resolution. Make decisions which may impact revenue and future customer sales.

Responsibilities

Answer incoming telephone calls promptly and professionally maintaining 6.5 hours per day availability with a maximum of 2 hours of after-call or aux work. Analyze, handle and resolve complicated of 'hot' customer situations relayed from Inbound Customer Service, Telesales and other AMA departments and make decisions which may impact revenue. Process, research, handle and respond to all Internet inquiries within 24 hours of receipt on average for both amanet.org & amanet.org/mworld. Handle and resolve serious customer complaints by providing a prompt and satisfactory resolution for both the customer and AMA. Effectively handle corporate portfolios by customers who have asked to be removed from the mailing list in an effort to retain customers for future sales that have been identified with sales of $2000+ within the last year. Continually man the care center to ensure response to a variety of questions for all AMA product services and provide answers or direction within 4 hours and resolution in 24 hours of receipt on average while providing a high level customer service to all contacts both internal and external. Discuss customer balances through active review of their Accounts Receivable, Accounts Payable either in Legacy, Membership, Oracle or Bookmaster systems to resolve and encourage cash flow. Initiate contact with customers who have rated our seminars as poor or fair to gather information and resolve cancellations to the guarantee within 4 to 5 days of receipt or notification with attention to retention of the customer and make decisions which may impact revenue. Complete monthly Excel spreadsheet with graphs to provide detailed date to practices and condensed version of report to senior management regarding customer responses.. Research and effectively resolve all collection inquiries received in response to collection letters as well as any and all customer service inquiries to enhance and encourage cash flow. Review, highlight and maintain Lotus database and CIS customer records in order to effectively administer contracts from the customer service perspective in order to flawlessly execute contract sales. Attend and participate in meetings with sales and accounting groups to discuss issues surrounding future and established contracts. Conduct company audits through AMANet to assure contract compliance and make necessary adjustments as needed. In compliance with NYS requirements, conduct investigation into customer inquiries requesting CEU and transcript processing to verify attendance and approve release of requests to Electronic Publishing or if not qualified, notify customer that no CEU or transcript will be released and explain both compliance and the steps necessary to obtain credit. Set-up, establish and maintain customer record in Access database for future contact and research. Contact Presidents and Senior Management attendees prior to and following our MCP and SMP programs to ensure flawless execution as well as encouraging future sales ventures with AMA. Review all new and current registrations for multi-unit and certificate programs to abide by program requirements to assure proper processing and billing. Remain actively involved in system changes and updates, in both order entry and maintenance, to maintain in-depth knowledge required to accurately handle and process both customer and internal AMA departmental inquiries. Review, research and approve release or void of all Corporate Courtesy Transfer Certificates in support of AMA's cancellation policy. Remain thoroughly familiar with AMA's policies, procedures, products, services, management and their in order to effectively and accurately explain them to both internal and external customers. Coordinate with Accounts Receivable regarding credit balances, courtesy transfers or other accounting adjustments/questions that cannot be handled through Customer Care. Provide back-up to In-Bound to allow for rapid response in processing of registrations, memberships, publication, CD-rom orders and customer inquires. Explain customer balances (debits, credits, or zero) and take corrective action to resolve the open issue to encourage payment and enhance cash flow. Responsible for customer service for all AMA Conferences, preparation, pre-conference, on-site conference and post-conference work. Contact all customers and speakers whose seminar (within two weeks) that has had a change (i.e. time, location, date, etc.) and make decisions which may impact cash flow. Contact any tentative registrants within two weeks of seminar to encourage confirmation in or cancellation from seminar. Act as liaison for hotel problems between the customer and our selected hotels, either through contact with our internal hotel staff or through direct contact with the hotel. Act as coach and walk through (guide) customers and internal staff through the Internet (AMA's & other partners). Act and make decisions with minimal supervision regarding customer and AMA needs in order to delight and enhance our business. Perform other duties as directed by Team Leader, Care Center or Manager.

Qualifications

High school education with college preferred. 3-5 years general business experience involving high level of customer service contact by telephone. Type 30 WPM accurately. Ability to effectively use a PC, word processing software. Knowledge of inputting systems, such as Microsoft Word & Excel, Access, etc. Must be able to work with extreme accuracy in a high-volume operation with minimum supervision. Excellent communication and negotiation skills required. An in-depth working knowledge of Order Entry, Customer Service, Credit & Collection and Accounts Receivable preferred. Ability to effectively multi-task assignments. Must be able to work independently and make good business decision with minimal supervision. Ability and knowledge to use Internet effectively.

 

An EEO/AA Employer - M/F/Individuals with Disabilitiies/Veterans - an ADA compliance organization 

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