Customer Care Representative

About the Organization

A2LA is a non-profit, public service membership organization offering compliance and accreditation services to organizations worldwide. We are dedicated to formally recognizing testing, calibration, and other laboratories and related organizations for their quality and technical competency with international standards (ISO/IEC 17025, ISO 15189, etc.), federal requirements (FDA, GLP, FCC, etc.), state (cannabis, etc.), and local requirements (water testing, etc.). A2LA helps ensure products and services meet testing and quality standards, contributing to a safer world.

About the Role

The Customer Care Representative collaborates with Business Development and Accreditation Services to provide excellent, proactive customer service.

About You

You are a big-picture thinker passionate about the customer experience and the industries we serve. You maintain a positive attitude, express empathy, practice active listening, embrace change, demonstrate patience, and offer solutions.

Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers.
• Respond promptly to customer inquiries and requests.
• Communicate with customers through various channels (email, phone, chat, in person), both inbound and outbound calls.
• Collaborate with Business Development on items including but not limited to: advocating for the customer throughout the sales process, developing creative solutions to customer concerns, maintaining and reporting data from systems of record, and serving as a liaison between Accreditation Services and Business Development.
• Assist Accreditation Services with a variety of assignments, including but not limited to: applications, batching, final accreditation, annual reviews, facilitation of assessor and CAB initial interactions, and extensions.
• Receive and process requests for quotes.
• Keep records of customer interactions, transactions, comments, and concerns.
• Ensure customer satisfaction and proactively provide professional customer support—go the extra mile.
• Promote and educate customers on all services A2LA offers (e.g., accreditation services, membership, annual conference, etc.), and generate sales leads when possible.
• Perform other duties as assigned.

Qualifications

• Excellent communication skills, including active and reflective listening.
• Service-oriented with the ability to resolve customer concerns.
• Proficient computer skills with the ability to learn new software.
• Ability to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of people.
• Ability and desire to learn about A2LA services.
• High school diploma or equivalent.
• Customer service experience required.
• Experience with Salesforce or another CRM is a plus.

Benefits

• Robust 403(b) retirement plan with fixed employer contributions.
• Medical, dental, and HSA/FSA (medical and dependent) benefits.
• Life insurance (sponsored and voluntary).
• Short- and long-term disability (sponsored).
• Employee Assistance Program (EAP).
• AFLAC supplemental insurance.
• Tuition reimbursement and other pre-tax benefits.
• Paid-time off, 10 paid government holidays, and 1 floating holiday.
• Training and development, career advancement opportunities.

Pay

The wage range for this position is $20.00 – $25.00 per hour.

Schedule

Hours are 10:00 AM – 6:00 PM with moderate flexibility.

Working Environment & Physical Requirements

The physical demands and work environment described reflect those typically encountered in this position.

• Physical Demands: While performing the duties of this job, the employee is required to walk; sit for long hours; use fingers for typing; talk and hear. Specific vision abilities required include close vision for reviewing documents on the computer or in hard copy.
• Work Environment: Work is performed in an office setting.