Customer Service Representative

GENERAL SUMMARY:

Provides support to members, Posts and Departments of The American Legion. Responds to inquiries or requests (verbal, written, electronic) pertaining to Emblem catalog orders, American Legion membership, fund raising, various programs, and related organizations (i.e. SAL) or other customers.

ESSENTIAL FUNCTIONS:

1. Responsible for answering telephone calls from approximately 8 incoming lines. Requires appropriate communication skills for proper handling, resolution, response, and follow-up, when required. Response may require written or verbal communication, or both.
2. Responds to correspondence regarding American Legion membership, programs, procedures and other miscellaneous inquiries or requests.
3. Although form letters are used extensively, the ability to determine an appropriate response is critical.
4. Must be able to construct a written business reply when form letters are not appropriate.
5. When required, must be able to determine and prepare correct shipment of printed materials.
6. Enters appropriate transactions relating to the Personify constituent database according to established Data Entry Standards in accordance with U.S. Postal Service specifications.
7. Must be thoroughly familiar with the Personify databases in order to resolve problems and respond quickly and accurately to inquiries.
8. Must be familiar with all divisions of The American Legion, including their functions and the various programs of responsibility, as well as the structure of The American Legion Organization.
9. Provides support/assistance for processing of special projects/assignments of various terms of duration.
10. Tracks and reports daily production to the Customer Service Supervisor.
11. When necessary, serves as back-up support to other functional areas of Member Support Services, including data entry or other clerical duties.
12. Must be able to work overtime hours when needed, which requires early arrival and/or late departure, and includes Saturdays, when necessary.
13. Other duties as assigned.

REPORTING RELATIONSHIP (reports directly to): Customer Service Supervisor

MINIMUM SKILLS REQUIRED FOR ESSENTIAL FUNCTIONS (Select only one under each category):

Education/Technical Knowledge:

Requires a thorough knowledge of a given vocation or trade procedures, or a working knowledge of broad shop or trade procedures, or training in commonly used commercial or business machines, methods, and practices.

Additional Skills Needed:

1. Must possess basic PC skills and be familiar with Microsoft Office Suite software (MS Word, MS Excel, etc.).
2. Must be thoroughly familiar with the Legion’s Personify system, Emblem POS, Zendesk ticketing system, and The American Legion’s Data Entry Standards in accordance with USPS guidelines.
3. Above-average written and verbal skills are required, as well as problem solving abilities.
4. Prefer training in professional telephone skills.
5. Must demonstrate ability for data entry rate of no less than 8000 kph with minimal errors.
6. Must be flexible and easily adapt to changing procedures and priorities.

Experience:

One year up to 3 years