Customer Service Specialist

American Marketing Association Logo

American Marketing Association

πŸ’΅ $45k
πŸ“Remote

Summary

Join the American Marketing Association (AMA) as a Customer Service Specialist! This is a three-month hourly temporary role with the potential to convert to full-time employment. The position is fully remote, with a maximum of 30 hours per week initially, increasing to 37.5 hours after 90 days. The hourly rate is $22.00. You will provide critical support across all aspects of the AMA, helping to redefine the membership model, grow awareness, and refine customer experience. This role requires excellent communication skills and experience with Salesforce CRM and customer interaction. Successful candidates must reside in one of the specified states.

Requirements

  • Excellent verbal and written communication skills
  • At least 6-12 months prior experience utilizing Salesforce CRM from a customer service standpoint
  • At least 2-3 years’ experience interacting directly with customers to help solve problems (retail, help desk, online customer service)
  • Comfortable learning new technology and platforms
  • The ability to answer emails and talk on the phone all day, helping ourAMAzing members
  • An incredible β€œhow can I help” mentality
  • Ability to travel to live AMA events to serve as customer service on site (max of 3-4 times per year)

Responsibilities

  • Respond to customer cases via Salesforce, using tools and guidance provided to maintain best practices
  • Answer customer phone calls, capturing the conversation in a customer case
  • Complete customer-related tasks as directed, such as entering users into other AMA platforms beyond Salesforce
  • Collaborate with all AMA teams to help solve customer challenges
  • Help our members and customers with their inquiries about membership, events, publications, and issues
  • Track cases for customers to ensure stellar service is received and that follow-ups are completed promptly
  • Maintains membership data. Fixing any issues, updating customer information, and identifying duplicate accounts
  • Provide excellent customer service to members and customers over the phone, email, or chat
  • Help customers have an amazing experience when reaching out to us
  • Ability to notice trends with issues so they can quickly be reported and addressed
  • Completing other special projects as assigned

Preferred Qualifications

  • A customer-centric attitude where serving the customer is our primary objective
  • A curious mind state means you are always asking questions and expressing your ideas
  • Experience working on multiple cases simultaneously, with the ability to quickly prioritize importance

Benefits

  • Remote work-life balance with
  • Flex Fridays (no internal meetings scheduled after 12 pm on Fridays)
  • Unlimited sick leave
  • Four weeks of parental bonding/caregiver leave
  • Paid vacation time
  • 13 paid holidays
  • SIX days of paid volunteer time off per year
  • Comprehensive benefit package that includes
  • Your choice of two medical plans
  • Your choice of two dental plans
  • Vision plan
  • 403(b) retirement plan with an employer match and immediate vesting
  • Fully paid life insurance at twice your base annual salary
  • Fully paid short-term and long-term disability

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