POSITION TITLE: Customer Service Coordinator
LOCATION: HQ Baltimore, MD
TRAVEL: None

POSITION SUMMARY

The Customer Service Coordinator is responsible for daily customer service calls for the Finance department via phone, email, video calls and mail for the NAACP entities and focuses on communicating clearly and concisely, demonstrating empathy and the ability to de-escalate. Will demonstrate the exceptional ability and willingness to problem solve at a continuously high level while maintaining a positive atmosphere.

RESPONSIBILITIES/DUTIES

• Leverage strong computer skills and the ability to navigate through multiple systems to research information quickly to provide answers relating to finance questions; 
• Daily receipt, triage and management of trouble ticket requests via phone calls from vendors and units across the country and obtain information and maintain positive relationships with all parties to provide the best customer service experience possible;
• Understand and follow NAACP bylaws, policies and procedures;
• Meet and exceed NAACP success metrics, including average handle time, quality assurance, customer service and schedule adherence; 
• Discern when a particular question or issue should be escalated to the manager of a particular function, such as Accounts Payable, Accounts Receivable, Budgets, Taxes and Audit, or Field and Membership;
• Accurately record all customer service inquiries using software, databases, scripts, and tools in accordance with organizational procedures;
• Obtain and maintain supporting financial documentation within software system to simplify review when escalation is needed; 
• Analyze and understand the metrics and process capabilities to be able to prepare weekly reports; and
• Perform any other related duties as may be assigned by the CFO, Finance Manager, Senior Director-Controller, or their designees. 

QUALIFICATIONS 

Education/Professional Experience

• High School Diploma and College Degree or equivalent;
• 2 years of customer service experience required;
• Excellent communications skills (verbal and written);
• Demonstrate ability to follow-up consistently until solution is provided;
• Demonstrate experience using data to drive root cause elimination and process improvement;
• Proficiency in Microsoft Excel, Microsoft Word and Outlook;
• Demonstrated general accounting knowledge;
• Intermediate level keyboarding skills (at least 40 WPM, touch typing, formatting documents);
• Works diligently during period of high-volume departmental activity; and 
• Demonstrates a willingness to learn to improve productivity and output.