Position Summary

The Customer Service Representative is the primary liaison for members at International Corporate Headquarters (ICHQ) and will interface with the members and affiliates of Sigma Gamma Rho Sorority Inc. This role will serve as the initial point of contact for various concerns that arise on behalf of our members on a daily basis. As the face of our customer service team, you will receive, record, resolve, and respond to inquiries in a timely and efficient manner, as well as collect and analyze data to continuously improve processes and the member experience.

Essential Job Functions

• Membership Interface - Enthusiastically interface with members as the first point of contact for membership-related inquiries. Escalate complex inquiries and complaints to the appropriate team member, monitoring case history and response through the internal ticketing system.
• Resolution Support – Resolve member/affiliate concerns by clarifying the member’s complaint, determining the root cause and following through with resolution.
• Data Analytics – Analyze membership data on an ongoing basis, and regularly update knowledgebase to ensure member/affiliate issues can be resolved immediately.
• Quality Control - Ensure member/affiliate account information is accurate in the sorority database by validating member/affiliate contact and chapter information with each interface.
• Payment processing – Receive payments for fines, reactivations, and dues according to standard operating procedures. Take care to ensure each transaction is secure.
• Operational Engagement - Work across departments to share best practices and foster operational excellence throughout the International Corporate Headquarters team.

Required Qualifications:

Education: High school diploma or GED.

Experience: Must have at least 2 years of relevant membership, customer, or client support experience.

Required skills:

• Proficient in MS Office suite
• Exceptional verbal and written communication skills
• Strong attention to detail and organizational skills
• Ability to solve problems and develop creative solutions
• Ability to compile and analyze data
• Familiar with standard or inhouse ticketing or case management system

Physical requirements: Required frequently: sitting, repetitive hand and wrist movements, bending, reaching and the ability to lift at least 15-25 lbs. Long periods of computer work are also required.