Customer Service Representative

GENERAL SUMMARY:

Provides support to members, Posts and Departments of The American Legion. Responds to inquiries or requests (verbal, written, electronic) pertaining to American Legion membership, various programs, and related organizations (i.e. SAL or Auxiliary) or other customers.

Responsible for answering telephone calls from approximately 5 incoming lines. Requires appropriate communication skills for proper handling, resolution, response, and follow-up, when required. Response may require written or verbal communication, or both.

Responds to correspondence regarding American Legion membership, programs, procedures and other miscellaneous inquiries or requests.

• Although form letters are used extensively, the ability to determine an appropriate response is critical.
• Must be able to construct a written business reply when form letters are not appropriate.
• When required, must be able to determine and prepare correct shipment of printed materials.

Enters appropriate transactions relating to the MMIS databases according to established Data Entry Standards in accordance with U.S. Postal Service specifications.

Must be thoroughly familiar with the MMIS databases in order to resolve problems and respond quickly and accurately to inquiries.

Must be familiar with all divisions of The American Legion, including their functions and the various programs of responsibility, as well as the structure of The American Legion Organization.

Provides support/assistance for processing of special projects/assignments of various terms of duration.

Tracks and reports daily production to Customer Service Supervisor.

When necessary, serves as back-up support to other functional areas of Data Services, including data entry or other clerical duties.

Must be able to work overtime hours when needed, which requires early arrival and/or late departure, and may include Saturdays.

Other duties as assigned.

Reports directly to Customer Service Supervisor

Education/Technical Knowledge:

Requires a thorough knowledge of a given vocation or trade procedures, or a working knowledge of broad shop or trade procedures, or training in commonly used commercial or business machines, methods and practices.

Additional Skills Needed:

1. Must possess basic PC skills and be familiar with Microsoft Office Suite software (MS Word, MS Excel, etc.).
2. Must be thoroughly familiar with the Legion’s MMIS system and The American Legion’s Data Entry Standards in accordance with USPS guidelines.
3. Above-average written and verbal skills are required, as well as problem solving abilities.
4. Prefer training in professional telephone skills.
5. Must demonstrate ability for data entry rate of no less than 8000+ kph with minimal errors.

Experience:

One year up to 3 years

Supervision of Others:

This position involves no responsibility of authority for the direction of others.

Problem Solving:

Involves organizing own work, and/or deciding between alternate procedures.

Impact of Decisions:

Work involves opportunities for procedural acts where errors would result in moderate costs or cause waste or delay beyond the immediate area or activity.

Internal and Public Contacts:

Within or outside the organization involving services and/or general business, but where the job is responsible for solving any unusual problems.

Physical Factors and Working Conditions:

The employee is regularly required to talk and hear. Specific vision abilities required by this job include vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus, either corrected or uncorrected. Physical demands of the position are those, which require manual dexterity for data entry functions. Working conditions are within a well-lighted air-conditioned office environment. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the physical demands of the job.