Description

WorldatWork is a global non-profit organization dedicated to serving, educating, and inspiring those who reward and engage the workforce. Our members include business professionals who are accountable for the critically important practices of compensation, well-being, benefits, development, and recognition programs within their companies around the world. Over 93% of the global 500 organizations are among the many customers we have served over the last 70 years.

Position Purpose: 

The Specialist, Customer Experience, responds to inbound customer inquiries (member and non-member) through emails and phone calls. The person supports customers by providing helpful information, answering questions, and responding to customer concerns. The SCE is the front line of support for customers and offers help in a professional manner that ensures customers are satisfied with WorldatWork products and services.

Primary Responsibilities: 

· Maintains a positive, empathetic, and professional attitude toward customers at all times.

· Responds promptly to a high volume of ongoing and regular customer inbound emails, phone calls. 

· Acknowledges and resolves customer complaints.

· Knows WorldatWork products inside and out. 

· Answers customer questions on topics pertaining to basic certification, education, webinars, membership, events, online resources, publications, and website/LMS support.

· Processes orders, forms, applications, and other requests supporting our B2C customers.

· Walks customers through basic troubleshooting or setup. 

· Refers potential business development leads to the appropriate CPS contact. 

· Keeps accurate records of customer interactions, transactions, comments, and complaints, as well as updates customer data in the CRM (Salesforce) and continuously gathers and documents customer feedback.

· Provides support with the shipping and distribution of customer support materials, as needed.

· Communicates and coordinates with colleagues as necessary.

· Provides feedback on the efficiency of the customer service process.

· Other duties as assigned.

Experience with international support  

Qualifications:

• Bachelor’s degree (preferred)
• 5-7 years of experience in a customer support role, sales experience preferred.
• Strong proficiency in windows-based applications, including MS Word, Excel, Outlook, Teams
• Experience working with CRMs, such as Salesforce, and marketing automation tools highly desired.
• Experience in the educational or human resources discipline nice to have.
• Drive, curiosity, resilience, coach-ability, and attention to detail
• Excellent communication, writing, and people skills
• A goal-oriented work ethic – committed to achieving organization goals, performance objectives, individually and part of a team.

Knowledge, Skills & Abilities: 

· Proactive and independent problem solver with strong time management skills

· Passion for serving and helping customers. 

· Excellent communication skills, both written, verbal/presentation and interpersonal

· Dedicated to continuous learning and improvement.  

· Ability to work independently as well as within teams. Demonstrates strong team orientation via a positive outlook, disposition, and approach to their work. 

At WorldatWork, we offer a competitive and comprehensive total rewards package. The hiring range for this position is $50,000 to $56,000 plus eligibility for an annual discretionary bonus with a target of 5% of base salary. This position may be worked remotely. The benefits for this position include ongoing professional development training opportunities, health, dental, vision, well-being, health savings, flexible spending, retirement, and annual discretionary bonus. For a further description of our benefits please go to https://worldatwork.org/careers.

Disclaimer - The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  Nothing in the job description constitutes an express or implied contract of employment or warranty of any benefits.  Employment at WorldatWork is a voluntary employment-at-will relationship for no definite period of time.