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Customer Service and Data Specialist

Company: National Society of Professional Engineers
Location: Alexandria
Posted on: September 15, 2023

Job Description:

Join the NSPE team as a valued member of our Customer Service and Data Specialist Team. - We are actively seeking a talented individual who thrives in a customer-centric role and possesses exceptional skills in handling a high volume of incoming calls. The ideal candidate will showcase excellent customer service skills, strong prioritization and multitasking abilities, exhibit competency with data entry and technology, and be a flexible team player.As a Customer Service and Data Specialist, you will serve as the external-facing representative of NSPE's Member Services Team, delivering exemplary customer service and support. Your role will encompass providing accurate and precise information about the various services, products, and materials offered by NSPE & NICET. This will involve efficiently addressing external inquiries, adeptly troubleshooting problems, and analyzing customer information to ensure their needs are met. We are particularly interested in individuals who possess the ability to handle a high volume of incoming calls effectively. Furthermore, your proficiency in working within a team environment and independently to achieve individual and department goals will be crucial. We value your adaptability in quickly adjusting to changes in priorities and responsibilities, ensuring efficient service delivery. Based in Old Town Alexandria, NSPE is a professional association focused on providing professional engineers the resources to ensure that the public can be confident that engineering decisions affecting their health, safety, and wellbeing are made by ethical, accountable professionals. But we're not just invested in our members - we're also invested in our staff team. Our overall success is a combined effort, and we strive to provide opportunities for our staff to learn, grow and thrive.We hire talented individuals based on our culture and values - the core of which centers around our commitment to uphold a supportive work environment that fosters teamwork and trust.EDUCATION/EXPERIENCEMinimum of Associate's degree and three years of office experience required; non-profit experience a plus. Experience processing financial transactions preferred. Strong interpersonal and customer service skills (positive attitude, friendly, courteous, and helpful), or equivalent experience and education.JOB PROCESSES

  • Handles customer email, telephone and written inquiries in a professional and friendly manner. Provides timely feedback to supervisor regarding any repetitive customer service concerns and any technical or support problems. Assists customers in registering for a meeting, submitting a session, certification or purchasing a product.
  • Accurately inputs new or modifies existing address and demographic data into the NSPE database. Assists with routine cleanup to ensure database accuracy.
  • Responds to request such as: customer status, billing and payment questions, product selection, certification sales, regulatory requirements, conditions of employment, new customer registration, online portal access, test scheduling and rescheduling, experience documentation best practices, continuing professional development, and workflow status.
  • Processes payments and/or refunds for all NSPE purchases, including annual membership dues renewals, product orders, meeting registrations, donations, and any other payments which run through the NSPE Association databases.
  • Generates invoices and processes payments.
  • Understands and follows customer/stakeholder security and privacy procedures.
  • Assists in maintaining accurate and reliable data in multiple customer databases, keeping all stakeholders informed of changes.
  • Interfaces with the Senior Manager, Member Services & Database Administration on data integrity, reporting, and ad hoc reports as needed.
  • Maintains working knowledge of all programs, products, certifications and services through constant communications with internal staff.
  • All other duties as assigned. - COMPETENCIES
    • Excellent customer service skills.
    • Excellent oral communication and business writing skills.
    • Strong interpersonal skills, including presenting a professional first impression of the organization through phone presentation and in-person greetings.
    • Excellent organizational skills, including the ability to prioritize and manage multiple tasks successfully.
    • Demonstrates expert knowledge of NSPE products and services so cross-selling recommendations can be effectuated to meet member/customer needs.
    • Proficient in MS Word, Excel and Outlook.
    • Proficient in AMS software, netFORUM preferred.
    • Impeccable attention to detail.
    • Knowledge of database research and reporting and internet research.
    • Ability to handle a high volume of incoming calls.
    • Ability to work well within a fast-paced team environment and independently to achieve individual and department goals, adapting quickly to changes in priorities and responsibilities.
    • Effective analytical skills and problem-solving skills, which includes identifying potential problems and recommending solutions.PandoLogic. Keywords: Customer Service Manager, Location: Alexandria, VA - 22314

Keywords: National Society of Professional Engineers, Alexandria , Customer Service and Data Specialist, Hospitality & Tourism , Alexandria, Virginia

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