Customer Support Representative

Association for Materials Protection and Performance

JOB TITLE: Customer Support Representative

DIVISION: Customer Relations Management

DEPARTMENT(S): Customer Support

REPORTS TO: Senior Manager, Customer Support

FLSA STATUS: Non-Exempt

REVISION DATE: 08/15/2023

The Customer Support Representative is responsible for handling inquiries related to products and services from customers and members in a variety of channel preferences (phone, email, and chat). As an AMPP representative you will help ensure timely resolution within the established Service Level Agreement policy and uphold quality standards to meet or exceed member and customer expectations.

• Review, analyze and resolve customer inquiries related to products and services across various channels: phone, email, web, chat, and social media.
• Take appropriate action(s) to ensure all ISO process requirements are followed.
• Maintain a high degree of accuracy utilizing programs such as Windows, Windows-based programs, association management software (AMS), the internet, AMPP websites, event registrations and certifications.
• Process payments for association products and services and provide detailed information in a timely manner.
• Offer support for association programs including but not limited to education and certification courses, including making necessary corrections to invoices and creating memberships through AMS process.
• Perform database maintenance in association software system, including but not limited to entering new records, processing requested changes to existing records, and merging duplicate records as needed.
• Process a high volume of inbound and outbound inquiries and provide detailed information on products and services in a timely manner.
• Perform maintenance to member and association records to ensure accurate and timely communications.
• Proactively provide constructive feedback to business partners to foster continuous improvement and expedite customer resolutions.
• Contribute to proposed company efforts through employee engagement in meetings and project team activities to accomplish related results as needed.
• Stay informed about all company departments, products, services and promotions.

No supervisory responsibilities required for this role.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Some travel is expected for this role and passport is required.

• High school diploma or equivalent
• Two years of customer service experience

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, members, employees of the organization, customers, and the general public.

Ability to calculate figures and amounts such as discounts, interest, commissions, etc. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to develop and interpret business graphs.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.

Must possess a specific level of communication skill both verbal and written. Have demonstrated personnel management skills including, but not limited to, the ability to evaluate staff performance and provide direction, is highly desirable. Ability to work in a multi‑task environment taking into account various external factors and to communicate efficiently and…