Customer Service Representative

JOB SUMMARY:

The primary responsibility of the Customer Service Representative is to work as a part of a Customer Service team to provide the highest level of Customer Service, primarily by telephone, to all (Shop FFA) merchandise and National FFA membership stakeholders. Duties include managing relationships with state staff members and the administration of membership rosters/profiles. Stakeholders may be existing or new and include state association staff, advisors, alumni, parents, members, etc.

ESSENTIAL FUNCTIONS

1. Provide Customer Service by answering and responding to calls in queue. Direct, refer, or transfer calls to other areas/departments as needed.

2. Function as a first-line resolution source via telephone, chat, and helpdesk tickets, to apply predetermined corrective actions and escalate complaints or unresolved situations to the supervisor.

3. Assist with (Shop FFA) merchandise correspondence calls to research order and shipment history, enter new orders, and investigate, and resolve order-related shipment inquiries. Process transactions for orders and inquiries received via phone, chat, mail, and helpdesk ticket inquiries.

4. Coordinate the receipt and tracking of the FFA membership rosters received until completion, including editing/proofing, and reviewing for accuracy and quality.

5. Work with state staff, advisors, membership, and other stakeholders in a training capacity for the online membership process. Verify membership status during scholarship, degree, and Career/Leadership Development Event (CDE/LDE) events.

6. Update mailing addresses for New Horizon subscribers when notified.

7. Build and maintain positive business relationships with NFFA state and state relations staff, including researching and answering questions related to the chapter, students, and membership policies.

8. Build Customer Service relationships with state membership coordinators to include new chapter creation, resolution of any invoicing/account issues with Financial Services and/or states, tracking/managing payments, and effective communication.

9. Provide training to other Customer Service Representatives including complaint handling and problem solving as needed. Assist with testing of new processes.

10. Train state staff, national staff, and advisors from predefined training materials and/or FFA.org roster and profile.

11. Reconcile membership/individual profile data to the FFA.org roster, profile, and the Admin Console. This data is to include student and chapter demographics and address changes for the New Horizon magazine. Reconcile discrepancies noted during the review of rosters, and resolve errors from batch entries.

12. Adhere to the timeframe of the team’s agreed-upon processes, answer team email inquiries, process non-member subscription invoicing and member invoicing, assist with new chapter creation, and provide each state with monthly financial statements of account.

13. Document own desktop procedures, test system changes, troubleshoot advisors’ problems, and file help cases with the Sr. Manager, Merchandise Process Manager, and/or Membership Processes Manager.

14. Research membership status for any application, candidate, program, CDE, scholarship, American Degree, etc.

15. Maintain inventory of National FFA Charter Certificates, and work with managers to obtain official NO and national advisor signatures.

16. Work necessary overtime and annual convention, as required.

17. Perform other duties as assigned.

SKILLS

• Proactive follow-up on state and large customer orders.
• Perform the mental and physical demands of the position.
• Make/receive phone calls and remain in a sitting position for lengthy periods of time.
• Maintain dependable attendance and punctuality.
• Function as a team player with the ability to work independently in a frequently changing environment.
• Good interpersonal, listening, written, and verbal communication skills.
• Interact and work with a diverse group of internal/external people.
• Effectively prioritize, organize, use time-management skills, and be adept at multi-tasking.
• Computer literate, accurate, detail-oriented, mathematical skills, and ability to problem solve/analyze.
• Confident in making decisions, accurate, detail-oriented, and able to problem solve/analyze and maintain confidentiality.
• Become proficient in S2K, Shop FFA, FFA.org roster and profile, Membership Console, and Convention Online registration systems and processes.
• Proficiency in Microsoft Office products.

EDUCATION:

• High school diploma or equivalent required.

EXPERIENCE:

• Five years of previous Customer Service or call center experience required.