Customer Service Representative

Description

Summary:

Under the direction of the Director of Membership, the objective of the International Foundation of Employee Benefit Plans (“IFEBP”) customer service department is to develop individuals who will aid and assist the Customer Service Center to build customer loyalty, take ownership of customer contacts and provide friendly, professional service.

Essential Duties and Responsibilities

This Position Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• All Customer Service Representatives are the first point of contact for incoming inquiries from our customers and members. Such inquiries will include updating records, taking registration/order information, promoting and providing support for all Foundation products, services, functions and/or departments – both domestically and internationally. Providing timely and accurate information of customer order status and product knowledge.
• Works collaboratively and closely with all other departments to resolve issues and achieve organizational initiatives (e.g.: membership marketing campaigns, outreach, membership renewals, CEBS students, e-learning, webcasts, order processing, etc.)
• The Customer Service Representative receives requests via all available channels, gathers appropriate information from the customer, enters details into the relevant systems (e.g.: CRM) and either answers the inquiry or forwards it to an appropriate individual.
• Provides timely feedback to the department manager (or more senior Customer Service Representatives) regarding service failures or customer concerns.
• Processing customer order/changes/returns accordingly per established departmental policies and procedures – both domestically and internationally.
• Must be able to read, follow and interpret written SOP instructions.
• The Customer Service Representative is required to stay current with all necessary information regarding products, technical support, services and information requirements as well as multiple delivery systems.
• The position involves a high level of interpersonal and customer service skills. Customer Service Representatives will be required to provide financial, procedural, and service information and maintain customer records.

As the Customer Service Representative I becomes increasingly proficient, essential functions may also be expanded to include:

• May be assigned to assist a more senior (II, III) Customer Service Representative on more complex accounts, including Platinum, Corporate, or Organizational accounts.
• May be asked to provide feedback on departmental SOP’s
• May begin cross-training to learn CSR-II duties and responsibilities.

Supervisory Responsibilities:

No formal supervisory responsibilities; however, incumbent may be required to train/mentor more junior staff members.

Requirements

Required Education/ Experience:

The International Foundation will always consider candidates with an equivalent combination of education and relevant experience.

• High school diploma, or equivalent is required.
• Minimum of 1 year successful experience in a related role such as hospitality, customer service, and/or call center.

Minimum Qualifications/Skills:

• Ability to read and interpret documents such as procedure manuals, written customer requests, and forms.
• Excellent writing skills with the ability to explain complex problems clearly and concisely using jargon-free language.
• Proficient computer skills, especially with Microsoft Outlook, basic Word & Excel, and the ability to learn and efficiently work with customer service-related computer software.
• Ability to handle and prioritize multiple tasks in a faced-paced environment.
• Excellent telephone skills, with the ability to respectfully listen, question, and explain. This includes the ability to be able to deal with difficult and sometimes rude callers in a professional and courteous manner.
• Must be able to determine the point at which a call must be escalated to either a different department, or a higher level of authority.
• Must possess the ability to add, subtract, multiply and divide in all unites of measure, using whole numbers, common fractions, and decimals.
• Ability to adhere to a flexible work schedule, including working overtime and working outside of normal business hours as workload and coverage needs dictates.

Travel Requirements:

The individual will be required to travel both domestically and internationally up-to 10% of the time based on annual calendars. Generally, this will be 1-2 trips per year, each lasting approximately 4-7 consecutive days. For longer trips, the incumbent regularly works on each of the consecutive days, including during nights and weekends. Up to ten (10) additional paid days off work are offered per year for travel-related work conducted on weekend days.

Hybrid Work Environment:

This position is expected to work from our corporate headquarters office in Brookfield, WI. This is an environment with typical office conditions, including lighting, noise, seating and equipment.

New hires are expected to be fully onsite during the training period. Then, once fully trained, the Foundation operates on a 60/40 Hybrid schedule; with 60% being onsite at our headquarters in Brookfield (Tuesdays, Wednesdays, and Thursdays); and up-to 40% being optionally remote (Mondays and Fridays) and as business needs allow.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties and responsibilities of this position, the employee is required to sit or stand for extended periods of time. The employee will occasionally be required to walk, climb, stoop, kneel, crouch or crawl, reach above shoulders, and move from place to place.

While attending offsite events, the individual will need to be able to work for longer-than-normal periods of time (upwards of 10-12 hours per day) over consecutive days, which may result in up-to 12 consecutive work days of varying length. The incumbent will regularly stand and walk for long distances and/or extended periods of time. The incumbent is regularly required to talk and listen and frequently required to sit and use hands for tasks requiring dexterity and/or grasping and holding. Specific vision requirements for this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Additionally, when preparing for business trips, events and meetings, the incumbent will be required to unpack and assemble materials and equipment. Individual must be able to lift and maneuver crates and suitcases weighing 30-50 lbs.; and occasionally up-to 100lbs in a team-lift capacity. When attending trips, events and meetings, the incumbent will be expected to walk long distances and may be expected to stand for extended periods of time.

COMPENSATION & TOTAL REWARDS

The Foundation offers a generous total rewards package. Our incredible benefits package includes a comprehensive and affordable medical plan (which includes 24/7 Teledoc), vision plan, dental plan, FSA (medical and dependent care), Employee Assistance Program (EAP), long term disability, short term disability, ample PTO (vacation, sick, holidays) and more! Our retirement plan includes a defined benefit (pension) plan AND a non-elective company 401(k) contribution AND a 401(k) matching contribution.

Unique organizational perks include free Milwaukee County Zoo passes, an on-site fitness center with yoga, stretch, and strength training classes, mindfulness sessions, a bocce league, game nights, and even a cribbage club to name a few!

Compensation: This role pays $17.86/hour to start.

ABOUT US:

The International Foundation of Employee Benefit Plans is North America’s largest membership organization for those who work with employee benefit plans. The Foundation’s employees make a HUGE impact on the livelihoods of millions of workers across the U.S. and Canada because of the work we do in providing education and research to the benefits community. Employees enjoy an outstanding benefits package, unique employee perks, creative and caring co-workers—all within a family-friendly workplace. Speaking of workplaces, the Foundation is tucked into a 15-acre wooded slice of nature in the heart of Brookfield. We’re small enough for you to have ongoing, meaningful impact on the organization but big enough to make international news. Visit us at www.ifebp.org or connect with us on the socials.

PRE-EMPLOYMENT CONTINGENCIES

All at-will offers of employment issued by the International Foundation are contingent upon a successful completion of: background check, employment history verification, education verification (as applicable by position), credit check (as applicable by position), motor vehicle records (MVR) check (as applicable by position), 3-5 professional references, and completion of the Federal I-9 and E-Verify process to demonstrate eligibility to work for the IFEBP.

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