Customer Relations Manager, Membership & Sales job with American Speech-Language-Hearing Association

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The American Speech-Language-Hearing Association requires all new employees to demonstrate that they are fully vaccinated against COVID-19 when they start work. Currently, “fully vaccinated” is defined as someone who received both doses of the Pfizer / Moderna COVID-19 vaccine or one dose of the Johnson & Johnson COVID-19 vaccine 14 days or more before starting work. People with a disability or a religious reason that prevents vaccination can apply for housing.

description

The purpose of this position is to serve as the frontline contact center representative and provide courteous, knowledgeable service to ASHA’s customers (members, consumers, and other members). The Customer Relations Manager, Membership & Sales Representative works in a multichannel environment that requires the ability to communicate effectively through written and oral communication. The incumbent will use good judgment, initiative and assistance in marketing ASHA’s programs, products, and services, including disseminating detailed information, answering questions about ASHA membership and certification policies and requirements, and editing orders for products and magazine subscriptions, updating member accounts and processing product orders.

This position requires broad organizational knowledge; the ability to think critically; the ability to prioritize tasks; Knowledge in the use of organization databases; and an in-depth knowledge of all programs, products and services offered by ASHA. Often times, the incumbent acts as a liaison between ASHA customers and other National Office staff, and is designed to ensure the maximum positive experience in all external and internal interactions. If necessary, the office holder also takes on the reception services for the national office.

Responsibilities

  1. Offer a positive experience and professional service to external and internal ASHA customers.
  2. Respond immediately to phone and email contacts and make timely updates and adjustments to member accounts.
  3. Investigate inquiries thoroughly, use initiative and creativity in troubleshooting and troubleshooting, and report service trends to supervisors and the team.
  4. Maintain an up-to-date understanding of policies and procedures and a wide range of organizational knowledge to promote ASHA membership and certification and provide information about ASHA programs, products, and services.
  5. Apply best practices and efficient use of the telephone system and other contact center technologies to meet established service levels.
  6. Processing orders and payments for ASHA fees and charges and ASHA products and services, including certification application fees and payments for the CE register and special interest groups; Initiate refunds, claims, and reimbursements for fees / charges and for products and magazine orders as needed.
  7. Leverage advisory sales skills and an in-depth knowledge of ASHA products and offerings to increase sales and revenue-free sales.
  8. Provide technical assistance to help members access online services and content, including webinars, magazines, online communities, and online fee renewals.
  9. Take part in outbound phone campaigns.
  10. If necessary, apply knowledge of the functional areas of the Union to properly address inquiries within the National Office.
  11. May include some travel to attend annual ASHA conventions.

Qualifications

Knowledge usually acquired through:

  • Acquisition of a bachelor’s degree or equivalent work experience and
  • 2 or more years of customer service experience,
  • 2 or more years of experience in data acquisition / order processing,
  • 1 or more years of product sales.

Scope and depth of technical skills / knowledge:

  • Intermediate to advanced experience in computing including Microsoft Office applications and CRM databases. Skills acquired through experience in email management, website and intranet navigation.

Scope and depth of non-technical skills / knowledge:

  • Communicate clearly and effectively via phone, email, web chat and TTY
  • Independent organization and maintenance of reference information
  • Exercise maturity, judgment, tact, and diplomacy in dealing with clients
  • They have a proven track record of reliability
  • You will have critical thinking skills and the ability to prioritize tasks


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