Customer Service Specialist (Temp to Hire)

About the role

This role is an hourly temp role for three months, at which point we intend to convert to full-time. The maximum number of hours per week worked is 30 hours until after the first 90 days, when that will increase to 37.5 hours per week.

Responsibilities

• Respond to customer cases via Salesforce, using tools and guidance provided to maintain best practices.
• Answer customer phone calls, capturing the conversation in a customer case.
• Complete customer-related tasks as directed, such as entering users into other AMA platforms beyond Salesforce.
• Collaborate with all AMA teams to help solve customer challenges.
• Help our members and customers with their inquiries about membership, events, publications, and issues.
• Track cases for customers to ensure stellar service is received and that follow-ups are completed promptly.
• Maintains membership data. Fixing any issues, updating customer information, and identifying duplicate accounts.
• Provide excellent customer service to members and customers over the phone, email, or chat.
• Ability to notice trends with issues so they can quickly be reported and addressed.
• Once converted to full time, you will provide outstanding customer service at AMA events.
• Completing other special projects as assigned.

Requirements

• Excellent verbal and written communication skills.
• At least 6-12 months of prior experience utilizing Salesforce CRM from a customer service standpoint.
• At least 2-3 years’ experience interacting directly with customers to help solve problems (retail, help desk, online customer service).
• Comfortable learning new technology and platforms.
• The ability to answer emails and talk on the phone all day, helping our AMAzing members.
• An incredible “how can I help” mentality.
• The ability to travel to live AMA events to serve as customer service on site (max of 3-4 times per year).

Qualifications

• A customer-centric attitude where serving the customer is our primary objective.
• A curious mind state means you are always asking questions and expressing your ideas.
• Experience working on multiple cases simultaneously, with the ability to quickly prioritize importance.