Temporary -Contact Center Associate

Job Summary:

The IEEE Contact Center Associate will be responsible to service and troubleshooting IEEE Product & Service challenges presented by internal and external customers, including members, individuals, staff and volunteers via chat, bulk mail, phone, and interdepartmental communications.

The incumbent in the role provides prompt and professional high quality service and solutions on a consistent level. He/She will assume ownership and accountability for resolution of all inquiries, attend training to develop job skills, products/services knowledge, and Contact Center skills. This individual works well with minimal supervisor interactions and can make decisions to deliver high satisfaction to our members and customers. This position is under general supervision and typically reports to a Supervisor.

Essential Functions:

Typical tasks include, but are not limited to:

• Provide practical solutions to IEEE members, customers, and volunteers
• Understands the methodology and works on problem-solving solutions
• Receive research and respond to member and customer inquiries
• Provide personalized support concerning IEEE products, services, and benefits
• Follow Contact Center SOP (Standard Operating Procedures)
• And other responsibilities as designated by department management

Education and Experience:

• Bachelor's degree is preferred but is not required for this position based on equivalent and progressive experience in lieu of a degree
• 2 years customer service experience
• Demonstrates knowledge of and ability to grasp technical language, functionality, and support for Contact Center support systems, in particular OSC or similar CRM software.

Skills & Other Requirements:

• Strong organization skills
• Team oriented; ability to partner and share information and foster relationships
• Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.
• Must have working knowledge of MS Office Applications (Word, Excel, Power Point, Access)
• CRM Database experience is a plus

Shift: 8am-4:30pm

Salary Range: $20-$25/hr

For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under Category I - office positions.

IEEE is an EEO/AAP Employer/Protected Veteran/Disabled.

Disclaimer: This job description outlines the general nature and key features performed by various positions that share the same job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to the job. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.