Job Summary
This position includes direct customer contact, where personality and attitude are very important. The ideal candidate will be computer savvy and possess a pleasant phone personality with excellent communication skills. Data entry skills are required to process product orders and membership applications.
Essential Functions & Responsibilities:
· Responds to customer service phone calls (orders/memberships) in an effective, friendly manner helping the customer to the best of her/his knowledge.
· Accurately processes daily revenue-generating product orders and membership data entry.
· Accurately process data changes to customer and member records.
· Communicates with other departments within the organization to meet the needs/requests of visitors, members and customers.
· Solicit membership extensions and other promotions during customer/member contact.
· Assist with Receptionist responsibilities: phone coverage, visitor contact and lobby sales as needed.
· Prepare and process paid or promotional customer returns or membership refunds as necessary.
· Prints and accurately reviews audit reports of daily work.
· Locates and submits for merging duplicate records found in the database.
· Produces miscellaneous labels for replacement subscription issues and promotional books.
· Work in a team environment where communication, attention to detail and workflow are priorities to help streamline tasks.
Performance Measurements:
· Contribute to creating positive energy and fostering a collaborative team atmosphere, showing excitement and pride in the team’s work, and being accountable for results.
· Consistently provides professional, courteous, and effective customer service to members and customers.
· Effectively processes product orders and membership applications accurately and in a timely manner.
· Regularly promotes membership renewals, extensions, and organizational programs during customer interactions.
· Consistently assists members with website registration, login, and online account support.
· Effectively processes customer returns, refunds, and related transactions accurately and according to established procedures.
· Regularly maintains accurate records, files, and documentation for orders, memberships, and correspondence.
· Consistently reviews audit reports and helps maintain the accuracy and integrity of customer and membership data.
· Effectively identifies and reports duplicate records and other data discrepancies for correction.
· Successfully works collaboratively with team members and provides coverage and support as needed to meet departmental goals.
· Demonstrates proficiency in required computer systems, software applications, and office technology.
Knowledge and Skills:
Experience One year of customer service, customer support, call center, administrative, retail, or related experience preferred.
Education High school diploma or equivalent (GED) required.
Interpersonal Skills
· Strong interpersonal and customer service skills with the ability to communicate
· effectively with members, customers, visitors, and coworkers.
· Interacts with individuals inside and outside the organization to provide information, resolve routine issues, and ensure a positive customer experience.
· Demonstrates professionalism, courtesy, and tact in all verbal and written communications.
Other Skills
· Maintains a positive, professional, and customer-focused attitude.
· Represents the organization professionally through communication, appearance, and conduct.
· Greets visitors and responds to phone calls promptly, courteously, and professionally.
· Demonstrates strong attention to detail and accuracy in data entry and record maintenance.
· Proficient in Microsoft Office applications, including Word, Excel, and Outlook, as well as web-based systems and databases.
· Strong telephone, email, and written communication skills required.
· Ability to learn and follow organizational procedures, policies, and protocols.
· Participates in required training and ongoing professional development.
· Ability to work effectively independently and as part of a team in a fast-paced environment.
· Licensed amateur radio operator a plus.
· Bilingual or multilingual skills are a plus.
Work Environment
On-site office environment in Newington, CT. Remote work is not available.
We offer a comprehensive benefits package that includes medical, dental, and vision insurance; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; paid time off and paid holidays; and a 403(b)-retirement savings plan.
Pay: $21.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid sick time
- Paid time off
- Vision insurance
Work Location: In person
