Customer Service Representative

The International Foundation of Employee Benefit Plans (IFEBP) is North America’s largest membership organization for those who work with employee benefit plans. They are seeking a Customer Service Representative to assist the Customer Service Center in building customer loyalty and providing professional service to inquiries regarding products and services.

Responsibilities

• All Customer Service Representatives are the first point of contact for incoming inquiries from our customers and members
• Such inquiries will include updating records, taking registration/order information, promoting and providing support for all Foundation products, services, functions and/or departments – both domestically and internationally
• Providing timely and accurate information of customer order status and product knowledge
• Works collaboratively and closely with all other departments to resolve issues and achieve organizational initiatives (e.g.: membership marketing campaigns, outreach, membership renewals, CEBS students, e-learning, webcasts, order processing, etc.)
• The Customer Service Representative receives requests via all available channels, gathers appropriate information from the customer, enters details into the relevant systems (e.g.: CRM) and either answers the inquiry or forwards it to an appropriate individual
• Provides timely feedback to the department manager (or more senior Customer Service Representatives) regarding service failures or customer concerns
• Processing customer order/changes/returns accordingly per established departmental policies and procedures – both domestically and internationally
• Must be able to read, follow and interpret written SOP instructions
• The Customer Service Representative is required to stay current with all necessary information regarding products, technical support, services and information requirements as well as multiple delivery systems
• The position involves a high level of interpersonal and customer service skills
• Customer Service Representatives will be required to provide financial, procedural, and service information and maintain customer records
• As the Customer Service Representative I becomes increasingly proficient, essential functions may also be expanded to include:
• May be assigned to assist a more senior (II, III) Customer Service Representative on more complex accounts, including Platinum, Corporate, or Organizational accounts
• May be asked to provide feedback on departmental SOP’s
• May begin cross-training to learn CSR-II duties and responsibilities

Skills

• High school diploma, or equivalent is required
• Minimum of 1 year successful experience in a related role such as hospitality, customer service, and/or call center
• Ability to read and interpret documents such as procedure manuals, written customer requests, and forms
• Excellent writing skills with the ability to explain complex problems clearly and concisely using jargon-free language
• Proficient computer skills, especially with Microsoft Outlook, basic Word & Excel, and the ability to learn and efficiently work with customer service-related computer software
• Ability to handle and prioritize multiple tasks in a faced-paced environment
• Excellent telephone skills, with the ability to respectfully listen, question, and explain
• Ability to deal with difficult and sometimes rude callers in a professional and courteous manner
• Ability to determine the point at which a call must be escalated to either a different department, or a higher level of authority
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to adhere to a flexible work schedule, including working overtime and working outside of normal business hours as workload and coverage needs dictate
• The individual will be required to travel both domestically and internationally up to 10% of the time based on annual calendars
• New hires are expected to be fully onsite during the training period
• The position is expected to work from our corporate headquarters office in Brookfield, WI
• The employee is required to sit or stand for extended periods of time
• The employee will occasionally be required to walk, climb, stoop, kneel, crouch or crawl, reach above shoulders, and move from place to place
• The incumbent will regularly stand and walk for long distances and/or extended periods of time
• The incumbent is regularly required to talk and listen and frequently required to sit and use hands for tasks requiring dexterity and/or grasping and holding
• Individual must be able to lift and maneuver crates and suitcases weighing 30-50 lbs.; and occasionally up to 100lbs in a team-lift capacity

Benefits

• Comprehensive and affordable medical plan (which includes 24/7 Teledoc)
• Vision plan
• Dental plan
• FSA (medical and dependent care)
• Employee Assistance Program (EAP)
• Long term disability
• Short term disability
• Ample PTO (vacation, sick, holidays)
• Defined benefit (pension) plan
• Non-elective company 401(k) contribution
• 401(k) matching contribution
• Free Milwaukee County Zoo passes
• On-site fitness center with yoga, stretch, and strength training classes
• Mindfulness sessions
• Bocce league
• Game nights
• Cribbage club

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