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Customer Service Representative

Remote Full-time Live

The International Foundation of Employee Benefit Plans (IFEBP) is North America’s largest membership organization for those who work with employee benefit plans. They are seeking a Customer Service Representative to assist the Customer Service Center in building customer loyalty and providing professional service.

Responsibilities

  • All Customer Service Representatives are the first point of contact for incoming inquiries from our customers and members
  • Such inquiries will include updating records, taking registration/order information, promoting and providing support for all Foundation products, services, functions and/or departments – both domestically and internationally
  • Providing timely and accurate information of customer order status and product knowledge
  • Works collaboratively and closely with all other departments to resolve issues and achieve organizational initiatives (e.g.: membership marketing campaigns, outreach, membership renewals, CEBS students, e-learning, webcasts, order processing, etc.)
  • The Customer Service Representative receives requests via all available channels, gathers appropriate information from the customer, enters details into the relevant systems (e.g.: CRM) and either answers the inquiry or forwards it to an appropriate individual
  • Provides timely feedback to the department manager (or more senior Customer Service Representatives) regarding service failures or customer concerns
  • Processing customer order/changes/returns accordingly per established departmental policies and procedures – both domestically and internationally
  • Must be able to read, follow and interpret written SOP instructions
  • The Customer Service Representative is required to stay current with all necessary information regarding products, technical support, services and information requirements as well as multiple delivery systems
  • The position involves a high level of interpersonal and customer service skills
  • Customer Service Representatives will be required to provide financial, procedural, and service information and maintain customer records
  • As the Customer Service Representative I becomes increasingly proficient, essential functions may also be expanded to include:
  • May be assigned to assist a more senior (II, III) Customer Service Representative on more complex accounts, including Platinum, Corporate, or Organizational accounts
  • May be asked to provide feedback on departmental SOP’s
  • May begin cross-training to learn CSR-II duties and responsibilities

Skills

  • High school diploma, or equivalent is required
  • Minimum of 1 year successful experience in a related role such as hospitality, customer service, and/or call center
  • Ability to read and interpret documents such as procedure manuals, written customer requests, and forms
  • Excellent writing skills with the ability to explain complex problems clearly and concisely using jargon-free language
  • Proficient computer skills, especially with Microsoft Outlook, basic Word & Excel, and the ability to learn and efficiently work with customer service-related computer software
  • Ability to handle and prioritize multiple tasks in a faced-paced environment
  • Excellent telephone skills, with the ability to respectfully listen, question, and explain
  • Must be able to determine the point at which a call must be escalated to either a different department, or a higher level of authority
  • Must possess the ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals
  • Ability to adhere to a flexible work schedule, including working overtime and working outside of normal business hours as workload and coverage needs dictate
  • The individual will be required to travel both domestically and internationally up to 10% of the time based on annual calendars

Benefits

  • Comprehensive and affordable medical plan (which includes 24/7 Teledoc)
  • Vision plan
  • Dental plan
  • FSA (medical and dependent care)
  • Employee Assistance Program (EAP)
  • Long term disability
  • Short term disability
  • Ample PTO (vacation, sick, holidays)
  • Defined benefit (pension) plan
  • Non-elective company 401(k) contribution
  • 401(k) matching contribution
  • Free Milwaukee County Zoo passes
  • On-site fitness center with yoga, stretch, and strength training classes
  • Mindfulness sessions
  • Bocce league
  • Game nights
  • Cribbage club

Company Overview

  • ​The International Foundation of Employee Benefit Plans is a nonprofit organization, dedicated to providing the diverse employee benefits community with objective, solution-oriented education, research and information. It was founded in 1954, and is headquartered in Brookfield, Wisconsin, USA, with a workforce of 51-200 employees. Its website is http://www.ifebp.org/.
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