Ieee Piscataway , NJ 08854
Posted 2 weeks ago
Job Summary
The IEEE Contact Center Representative will be responsible for responding to member and customer inquires received
by e-mail, Chat, bulk mail, phone, and interdepartmental. Interact and partner with internal and external customers of
multi-cultural backgrounds. The incumbent in the role provides prompt and professional high quality service and solutions
to clients. He/She will assume ownership and accountability for resolution of all inquiries, attend ongoing training to
develop job skills, products/services knowledge, and Contact Center skills. He/She recommends process improvements
for optimal service; participate on teams in support of the department objectives and other responsibilities as designated
by the department supervisor. This position is under general supervision and typically reports to a Supervisor.
Key Responsibilities
Receive research and respond to member and customer inquiries, regarding membership, single sale orders, subscriptions, society membership, services, benefits and status
Process membership renewals and provide information to members as requested
Manage and monitor individual daily workflow to department standards
Project a positive, professional image of self and the IEEE to insure productive relationships
Assume ownership and accountability for resolution of all inquiries
Escalate issue accordingly and ensure details of escalation are clear and concise
Participate in all Contact Center outreach programs
Participate on teams in support of the department objectives
Follow Contact Center SOP (Standard Operating Procedures)
Attend required training (50hrs) in Products, Services, Professional Development, Technical and Personal training internal or external
And other responsibilities as designated by department management
Remote agents are expected to attend training, communication meetings and joint project discussions 20% of standard work time, and possibly outside normal working hours in person as determined by management based on business needs
Education
H.S. diploma required
Bachelor's degree or equivalent experience preferred.
Work Experience
Skills and Requirements
Excellent oral and written communication skills
Strong organization skills
Team oriented; ability to partner and share information, and foster relationships
Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers
Working knowledge of MS Office Applications (Word, Excel, Power Point, Access)
Global Support Serviceability
US & Headquarters Location
1st Shift between the hours of 7am
5pm ET
2nd & 3rd Shift between the hours of 3:30pm
8:00am ET
8:00am
5:00pm IST & SGT
Other Requirements:
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.
PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.
='For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under ' Category I - Office Positions '.
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'IEEE is an EEO/AAP Employer/Protected Veteran/Disabled
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'Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. '
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