We're looking for someone with a passion for Customer Service.
We're the American Retirement Association, and we just might be looking for YOU!
We are theAmerican Retirement Association, one of the fastest growing associations in the USA. We are an association with a rich diversity of perspectives, backgrounds and ideas, and are looking for aCustomer Service Coordinatorto join our team. The American Retirement Association is based in Arlington, Virginia within a fresh, energetic working environment in The Nature Conservancy building, directly across from the Ballston Metro Station. We offer a competitive salary, a comprehensive benefits package (including Health, Dental, Disability, and 401(k), a supportive environment, and the opportunity to be a part of a professional team.
The Customer Service Coordinator is responsible for ensuring that the needs of the Association's members and customers are being satisfied with the aim of providing excellent customer service.
Primary Job Responsibilities:
Provides customer service to members and customers via phone, chat, and email by answering questions about the association and its products;
Works interdepartmentally to resolve customer issues;
Gathers information, makes required follow-up calls, conducts additional research and logs interactions in the Personify customer database;
Updates management and other stakeholders regarding customer issues/concerns;
Processes phone orders for events and orders in a timely fashion, with a high degree of accuracy; follows departmental procedures; and
Meets department performance goals including call abandonment rate and issue resolution time metrics.
Ideal Candidates Will Have:
A Bachelor's Degree in Communications, Education, Business, or a related field (or equivalent experience);
1-3 years proven track record of providing excellent CALL CENTER customer service, preferably in an association environment;
Knowledge of customer service principles and practices. Friendly, professional demeanor with exceptional, professional customer service focus in person, via telephone and in all correspondence;
Proven time management skills, organizational skills, and ability to analyze problems, develop a path toward problem solving, and continue the process to completion;
Proficiency with the Microsoft Office Suite, with strong skills in Word and Excel;
Ability to work well under pressure and time constraints, demonstrate an interest in continuous improvement of self and the organization;
Willingness to take initiative, think creatively and follow up independently, while managing multiple projects, deadlines and fluctuating priorities; and
Experience with Personify, Aptify, and/or similar database experience is highly desirable.
If you are looking for an opportunity to join a dynamic, non-profit association with a great working environment, rush a resume and cover letter (which includes your salary requirements), using the application tool, as indicated. No phone inquiries, please. We look forward to hearing from you!
The American Retirement Association is an Equal Opportunity Employer.
The American Retirement Association has a long and storied reputation that dates back to its founding in 1966 as the American Society of Pension Actuaries. Today its 20,000+ members and four premier retirement industry associations include every type of pension professional – from business owners, actuaries, consultants and administrators, to insurance professionals, financial advisors, accountant...s, attorneys and human resource managers. While American Retirement Association members come from all corners of the country, representing every part of the industry, they are all united by their belief in and commitment to the private pension system.
Based in the Washington, D.C. area, the American Retirement Association is a non-profit professional organization with two major goals: to educate all retirement plan and benefits professionals, and to create a framework of policy that gives every working American the ability to have a comfortable retirement.
The American Retirement Association is comprised of four premier retirement industry associations; the American Society of Pension Professionals & Actuaries (ASPPA), the ASPPA College of Pension Actuaries (ACOPA), the National Association of Plan Advisors (NAPA), and the National Tax-deferred Savings Association (NTSA).
The American Retirement Association offers its 20,000+ members extensive educational opportunities, paired with a strong advocacy operation that puts us at the center of any legislative debate or policy discussion. Our educational opportunities through the Retirement Plan Academy include robust credentialing, certificate and continuing education programs, along with the best lineup of conferences and networking opportunities in the industry.
While the American Retirement Association began in 1966 as an actuarial organization, we have evolved along with America’s retirement system. Today we represent every type of pension professional — from business owners, actuaries, consultants and administrators, to insurance professionals, financial advisors, accountants, attorneys and human resource managers. While the members of the American Retirement Association come from all corners of the country, representing every part of the industry, they are all united by their belief in, and commitment to, the private pension system.