Customer Experience Coordinator (Bilingual Preferred)

BICSI is an Equal Opportunity Employer.

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Equal Opportunity Employer Veterans/Individuals with Disabilities.

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Know Your Rights: Workplace Discrimination is Illegal.

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OUR MISSION

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BICSI is a global professional association advancing the information and communications technology (ICT) profession. Guided by the values of integrity, service, and excellence, BICSI supports the development of safe, secure, and reliable ICT infrastructure worldwide.

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SUMMARY

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Reporting to the Manager of Membership, Volunteer Services, and Customer Experience, the BICSI Customer Experience Coordinator serves as a primary point of contact for members, customers, credential holders, and volunteers delivering exceptional service across all communication channels. This position is responsible for resolving inquiries, educating customers on BICSI products and services, processing transactions, and ensuring every interaction strengthens customer loyalty and organizational reputation. The coordinator also demonstrates a commitment to service and excellence by proactively identifying customer needs, resolving issues with empathy and professionalism, and advocating for the customer while supporting organizational goals.

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The Customer Experience Coordinator is passionate about helping others and creating memorable customer experiences. They are curious, patient, and solution-oriented, consistently seeking to understand customer needs before offering recommendations. They take ownership of every interaction, communicate with professionalism and empathy, and continuously look for ways to improve both the customer’s journey and internal processes. They thrive in a collaborative team environment and are committed to delivering service excellence that builds long-term member loyalty.

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SUPERVISORY ROLE (None)

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DUTIES & RESPONSIBILITIES

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To perform this job successfully, the individual must be able to perform each essential function satisfactorily. This job description outlines essential functions and does not list every duty. Duties may change to meet organizational needs.

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Customer Experience Coordination:

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• Identify opportunities to improve the customer’s journey.
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• Document customer feedback and emerging trends.
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• Recommend improvements to processes and customer communications.
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• Partner with internal departments to resolve customer issues.
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• Process customer transactions accurately.
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• Maintain accurate customer records, including organization of customer information and invoicing.
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• Document each customer interactions within CRM systems.
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• Meet quality assurance standards.
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• Achieve productivity and service metrics.
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• Participate in quality monitoring and coaching initiatives.
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• Maintain deep, up-to-date operational knowledge of BICSI’s product and service offerings to provide accurate, high-touch support and guidance to customers including but not limited to: Certifications, Training programs, Standards and Publications, Conferences and Events, Membership and benefits, Volunteer opportunities, and Continuing Education Credits (CECs)
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Customer Service and Excellence:

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• Deliver exceptional customer experiences through phone, email, chat, and other communication channels.
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• Respond to customer inquiries accurately, professionally, and within established service level agreements.
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• Demonstrate active listening and effective discovery questioning to fully understand customer needs.
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• Provide personalized recommendations based on customer goals and organizational offerings.
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• Resolve customer concerns efficiently while maintaining a positive customer relationship.
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• Escalate complex issues appropriately while maintaining ownership through resolution.
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• Ensure every interaction reflects organizational core values and professionalism.
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Membership & Customer Support:

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• Assist customers with membership applications, renewals, upgrades, and account maintenance.
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• Support corporate membership representatives with benefit utilization and account management.
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• Educate members on available benefits, programs, certifications, and professional development opportunities.
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• Assist customers with profile updates and online account navigation.
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• Support outreach campaigns around membership renewal, conference registrations, and open credits.
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Team Collaboration:

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• Collaborate cross-functionally to streamline hand-offs and ensure uninterrupted customer delivery.
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• Support departmental projects and initiatives.
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• Responsible for special projects assigned.
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• Serve as backup for Membership Coordinators.
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• Assist with cross training teammates.
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• Assist with special outreach campaigns.
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• Participate in continuous improvement efforts.
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• Perform other duties as assigned.
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REQUIRED SKILLS & ABILITIES

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The successful candidate must demonstrate the following:

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• Ability to read, write, and communicate effectively in English.
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• Fluency in Spanish (reading, writing, and speaking) is highly desirable.
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• Strong computer skills, including proficiency with Microsoft Office applications: Word, Excel, PowerPoint, Outlook, and Teams.
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• Experience with Online customer support tools and Association Management Systems is preferred.
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• Strong interpersonal skills, including the ability to communicate professionally and resolve issues constructively.
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• Strong customer service skills including active listening, discovery questioning, conflict resolution, customer advocacy, problem-solving, and ability to convey complex information clearly.
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• Excellent organizational skills, attention to detail, and ability to manage multiple priorities accurately and efficiently with follow-through.
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TRAVEL

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This position may require up to 10% travel, which may include local errands, BICSI Conferences, and professional development events. Must have or be able to obtain a valid U.S. passport for potential international travel.

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EDUCATION & EXPERIENCE

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• High School Diploma or GED required, a two-year degree is preferred.
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• At least three years of related work experience in customer service, membership and recruitment; or equivalent combination of education and experience
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• Association or non-profit environment experience preferred
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• Experience in member management or recruitment preferred.
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• Association Management Systems experience preferred.
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• Bilingual preferred.
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PHYSICAL REQUIREMENTS

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The physical demands and work environment described below are representative of those required to perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. This position follows a regular work schedule is 40.0 hours per week, Monday through Friday during daytime business hours, and may require additional hours or overtime as business needs arise. While performing the duties of this position, the employee is regularly required to communicate verbally and listen effectively. The employee is frequently required to sit, use hands and fingers, handle or feel objects, and reach with hands and arms. The employee must occasionally lift, move, or assist with items weighing up to 25 pounds and may occasionally be required to work at heights. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, the ability to adjust focus, and the ability to identify or distinguish colors, including variations in shade and brightness. The work environment includes a professional office and warehouse/facilities setting. The noise level is usually moderate but may vary depending on warehouse, shipping, receiving, or facilities activities.

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BICSI is an Equal Opportunity Employer.

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Equal Opportunity Employer Veterans/Individuals with Disabilities.

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Know Your Rights: Workplace Discrimination is Illegal.