Administrative, Clerical, Support, Customer Service and Support, Membership
NIGP is expanding our Member Care department. We are looking for a new Customer Care Coordinator to join our team.
As NIGP’s Customer Care Coordinator you will be responsible for incoming customer inquiries and order processing as an integral member of a one-stop Customer Care Center. As such, this position has a dramatic effect on our customer’s perception of NIGP and our ability to perpetuate organization growth, reputation and market penetration.
This is an entry level position.
Your Key Responsibilities will be:
Membership / Customer Care Responsibilities
Responds to incoming customer inquiries
Identifies and evaluates customer needs in alignment with NIGP’s products and services and employs cross-selling and up-selling techniques
Manages event registration process, substitutions, transfers, cancellations and refunds
Maintains a comprehensive understanding of NIGP’s Association Management System database and data management and ensures that data contained in NetFORUM is accurate
Investigates and resolves issues with member transcripts
Processes orders for products and services
Researches and resolves billing and invoicing issues
Handles and responds to general inquiries from seminar coordinators and instructors
Processes and approves membership applications
Processes and approves procurement career postings
Researches and matches invoices to received checks and wire transfers
Updates membership records and agency rosters
Acts as first point of contact for members
Mail Room Operations: Shipping & Receiving
Operate and manage all facets of the mailroom including daily receiving and processing
Determine the most cost- effective way to send packages
Prepare monthly shipment reports for accounting
Receive and verify all incoming deliveries and distribute accordingly
Assist staff as requested for packing, shipping, and receiving of materials
Manage shipment of all Annual Forum Materials
Member Retention Process:
Processes Monthly 1st Reminders
Sends Grace Month Emails
Processes Inactive memberships
Runs Drop Membership Audit
Processes Note cards (Last Communication)
Processes Postcards (First Communication)
Creates Renewal Invoices
Your Ideal Skills and Abilities:
Strong, detailed, working knowledge of NIGP products and services so that incoming calls and email inquiries are resolved quickly and to the customer’s satisfaction
Strong, detailed, working knowledge of NIGP’s pricing structure and incentives for those products and services.
Strong working knowledge and proficiency in use of software and data programs utilized by NIGP (i.e. NetFORUM, MS Office suite)
Ability to successfully prioritize and handle multiple tasks simultaneously and independently
Ability to balance numerous competing priorities ensuring outstanding levels of customer service while simultaneously meeting deadlines for other duties.
Ability to understand and complete business processes and make suggestions on improvements and/or corrective measure to potential issues
Ability to maintain good interpersonal relationships with both internal and external customers
Ability to be flexible and resilient
Self-motivation and independent thinking skills
Strong problem-solving skills
Outstanding verbal and written communication and cross-functional team skills
Strong attention to detail
Your Minimum Qualifications are: Any combination of education, experience and training equivalent to:
High School Diploma or G.E. D., Associates Degree (BS preferred but will consider experience in lieu of)
2+ years of customer service experience
Experience with CRM software is preferred
Additional Salary Information: At NIGP, we are committed to provide competitive salaries that are equitable and reflect the requirements and responsibilities of the position. In addition, we continuously benchmark our benefit package.
NIGP: The Institute for Public Procurement. Developing, supporting and promoting the public procurement profession through premier educational and research programs, professional support, technical services and advocacy initiatives that benefit members and constituents since 1944.With over 3,000 member agencies representing over 15,000 professionals across the United States, Canada and countries outside of North America, the Institute is international in its reach. Our goal is simple (though maybe not so easily attained): recognition and esteem for the government procurement profession and its dedicated practitioners.