Customer Operations Specialist - Orlando

The National Restaurant Association and National RestaurantAssociation Educational Foundation are proud to be part of a highly respected industry, providing hospitality, opportunity and quality oflife. And much like the industry we represent, we have a dynamic, diverse andinclusive culture, grounded in trust, hospitality, collaboration andinnovation. These are the core values that inspire our work, and what we'relooking for in a Customer Operations Specialist.

Position Summary
The Customer Operations Specialist I  will perform front of the house and back ofthe house duties in support of all association departments including but notlimited to the Customer Care Center, Operations Support Center, Exam/Certificationdepartment, Sales Department, Educational Foundation, and all NationalRestaurant Association Brands. This individual will provide superior service tocustomers both external and internal via phone, chat, text, or email channels.You will work within a fast paced and professional Customer Operations environmentby providing solutions in support of the National Restaurant Association. Youwill provide solutions in support of NRA certification products and deliveringa consistent and positive customer experience. As needed, provide off-lineadministrative support as directed by department management.

Responsibilities 

• Receives incoming calls, e-mails, chats, texts from customers to fulfill orders, address inquiries, handle complaints and/or resolve issues.
• Processes order forms as required by customer needs which may include payment processing.
• Identifies and escalates issues, routes to appropriate resources, and conducts follow-up calls when necessary.
• Assists Customer Operations Supervisor to accomplish departmental goals
• Supports all internal team members and departments following the Association mission and values while promoting Association culture
• Consistently process customer requests in a timely, efficient and customer friendly manner
• Using NRA systems and processes, proactively works to understand the customer's needs, and provide the best solution(s) possible
• Properly document each interaction into the appropriate NRA tracking system
• Maintains positive and effective working relationships with peers, management, and other departments within the National Restaurant Association
• Works on special projects and other duties as required, helping to promote the department's success
• Achieve KPI's as assigned by Customer Operations Management
• Responsible for processing daily incoming correspondence and taking appropriate action on: Forms, applications, special accounts, verification of accounts, etc.
• Aptitude for critical thinking and problem solving and ability to maintain/follow up and meet critical dates and deadlines as assigned.
• Fulfill data maintenance request including, tracking back orders, applying discounts, updating company records, and accounts as outlined in the teams Standard Operating Procedures
• Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple database systems.
• Ability to assist in the testing and implementation of system enhancements and upgrades.
• Identify and recommend ways to streamline or improve the work progress and/or the work environment, including assisting with procedure updates and revisions.
• Comply with federal and State laws, as well as organizational policies, procedures, and processes as outline in the team's SOP
• Processes order forms as required by customer needs which may include payment processing.
• Review & processes customer applications for all Professional Certification programs to ensure customers complete the qualification process and meet the eligibility requirements.
• Coordinate all aspects of sponsored review and/or exam sessions (workshops).
• Supports apprenticeship and scholarship programs.
• Provide customer support as needed with E-Learning offerings.
• Aide in creating customer documentation, including Help Files, User Guides and FAQ's.
• Setup of customers, courses, students, rosters, reports and day-to-day system administration.
• Assist with customer demos and walkthroughs as necessary
• Provides support to customers with help desk inquiries, distance learning support, application processing, workshop coordination and others as required by business needs.
• Perform other duties, as assigned by the Customer Operations Supervisor

Requirements

• High school diploma or equivalent required.
• Experience: 1-2 years customer service experience required.
• Skills & Abilities: Skills to effectively work in a fast paced and ever-changing environment with a strong attention to detail.
• Versatility and Multi-tasking are required.
• Proven experience in completing repetitive task with a high degree of accuracy required.
• Excellent written, oral, and interpersonal communication skills required. Must communicate technical and complex information.
• Must maintain punctuality, while adhering to the assigned work schedule required. Must maintain confidentiality or work records and projects.
• Proficiency in computer programs (e.g. Microsoft office). Act with integrity, honor, and character.

Additional skills desired

• You will bring enthusiasm, collaborative work style, inquisitive attitude, flexibility, creativity, focus on excellence, and overall "great to work with" demeanor.
• Hours may fluctuate moderately to accommodate business activity. Schedules are subject to change based on organizational needs.
• Environmental Conditions: Work is primarily performed within a cubicle. Subject to standard background noise found in an office environment.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, genetic information and testing, family and medical leave, protected veteran status, or any other characteristic protected by law. We strongly encourage women, minorities, people with disabilities and veterans to apply for our job openings. This commitment supports our policy of developing and capitalizing on the abilities of all our team members, as well as selecting, developing and promoting those who are best qualified.