Customer Relations Specialist - (Bilingual Spanish)

Job Summary: 

The Customer Relations Specialist (CRS) is responsible for ensuring timely and accurate dissemination of information to customers regarding membership, certification, continuing education programs, meetings, subscriptions and press publications via the primary channels of phone, chats and email communications. This role requires excellent communication skills along with moderate Spanish listening and speaking proficiency to support bilingual interactions.

Essential Functions:

• Provide primary support for all ASCP products including electronic journals, e-commerce and electronic education.

• Ensure timely and accurate responses are provided to customers via phone calls, chats and emails.

• Process orders in Personify database for continuing education programs, membership dues, meetings, subscriptions and press product orders, while adhering to PCI compliance.
• Process product cancellations, discounts, price adjustments and refunds when applicable and in accordance with ASCP policies.  
• Expeditiously resolve inquiries pertaining to outstanding customer concerns regarding but not limited to, account balances, education programs, subscriptions, product delivery times and delivery status.  
• Be knowledgeable of all society campaigns, products and services including BOC certification eligibility and CMP recertification requirements and procedures.
• Keep Customer Relations Supervisor and Manager apprised of sudden trends causing increasing call and chat volumes, any customer issues and challenges requiring escalation, modification or adjustments to workload, information tools or for Genesys phone system canned responses.
• Assist Indy warehouse to resolve book fulfillment issues, shipping discrepancies, loss and damage claims.
• Participate in in-service and off-site training seminars to enhance knowledge base on standard customer service practices.

Qualifications and Requirements:

• 1-3 years of experience in customer service/call center environment
• Excellent verbal and written communication skills
• Proficiency and competency in Microsoft Office products, especially Word and Outlook

Physical Abilities:

• Possible travel once a year for the annual meeting.
• Some occasional light lifting.

* Pay is competitive and commensurate with experience

Equal Opportunity Employer: /Individuals with Disabilities/Protected Veteran