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Member Services Representative

  • Association of Certified Fraud Examiners (ACFE)
  • Austin, TX 78701, USA
  • Mar 05, 2018
Full time Admin-Clerical Customer Service

Job Description

The Association of Certified Fraud Examiners (ACFE), an equal opportunity employer, is seeking a Member Services Representative to join our Membership Department at our Austin, TX, headquarters. The ACFE offers a competitive compensation package and a premium benefits package to employees.

Out-of-area applicants will be considered; however, relocation assistance is not offered for this position.

Competitive Pay & incentive plan
100% Employer paid medical, dental, vision, long-term disability and life insurance for employees
Supplemental Private Physician coverage
401K with a discretionary match (currently 100% of employee contribution)
Tuition Reimbursement
IRS Flexible Spending Accounts
Generous paid time off annually for full-time employees
11 Paid Holidays for full-time employees
A casual working environment in a beautiful downtown location with parking on-site

The ACFE Member Services Representative is responsible for answering incoming calls, participating in member renewal outbound calls, processing orders, responding to requests, providing excellent service via the telephone, email and live chat.

1. Uses personal computer approximately 5-6 hours per day.
2. Uses telephone and email to communicate with members and ACFE co-workers, approximately 3-5 hours per day.
3. Some light lifting and packing of information packets; approximately 1-2 hours per day.
4. Sits approximately 5-6 hours per day.

1. Provides data entry, extensive telephone support; and provides callers with detailed product and service information.
2. Responds to all e-mail inquiries in a timely and cooperative manner.
3. Follows established processes; documents and processes all orders and customer requests.
4. Provides some tech support as requested or required as related to ACFE products.
5. Participates in online chat service to expedite member issues.
6. Conducts outbound calls to existing and potential ACFE Members.
7. Performs other duties as requested or required.

1. Four years of High School resulting in a diploma or GED required; some college a plus
2. 1+ year(s) of call center experience preferred; experience in a member-based organization is a plus
3. Bilingual a plus
4. Skilled in working collaboratively in a team environment
5. Strong written and verbal communication skills
6. Strong customer service skills
7. Effective in presenting information and responding to questions and/or customer requests
8. Skills in defining customer needs, collecting data and fulfilling requests
9. Proven skills in organizing work, communicating effectively, attending to detail, taking direction, managing time effectively, and timely handling multiple tasks in a fast-paced environment
10. Working knowledge of Microsoft Outlook, Word, Excel, and database programs/Crystal Reports; familiarity with customer service systems is a plus