The customer experience ambassador quickly adapts and responds to customer needs to consistently deliver best-in-class member focused services including customer care, retention, and education and promotion of our services. This position plays a crucial role in establishing relationships and marketing of our brand in a way that is positive, energetic and professional.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Serves as the main point of contact for customer questions regarding all programs, requests, concerns, and complaints, and provide timely solutions that build trust and value in the organization's brand.
Processes daily payments for membership applications, membership renewals, course registrations, annual conference, and subscriptions.
Proactively identifies issues and trends based on customer interactions in order to enhance quality, productivity, and efficiency in the organization's processes and services.
Accurately documents customer interactions to ensure the highest quality of service now and in the future.
Assists with outreach to members and prospects, including call campaigns, membership dues communications, and general marketing inquiries.
Seeks customer feedback by actively contacting members or prospective members for potential areas of improvement.
Tracks and update e-mail lists in the CRM platform.
REQUIRED EDUCATION, EXPERIENCE AND SKILLS
Bachelor’s degree, or equivalent combination of education and experience.
Minimum two years of relevant association experience.
Minimum of three years in a customer service role.
Excellent written and verbal communication skills.
Tech savvy, with experience manipulating multiple systems and databases while simultaneously conversing with customers.
Exceptional interpersonal and problem-solving skills.
Strong knowledge base of Microsoft Office and Outlook programs.
Experience with database management required; Salesforce Platform experience a plus.
Ability to manage and maintain data records with accuracy.
Works well under pressure and possesses effective problem-solving skills.
Flexibility to coordinate and prioritize multiple projects and meet deadlines.
Must be professional and demonstrate personal integrity.
Additional Salary Information: COMPANY BENEFITS
•Paid Time Off
•Professional Development offered
•35-hour work week