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National Restaurant Association - Customer Service Associate

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Customer Service Associate Customer Service team

Summary of Position:

Working within a fast paced and professional call center environment, the Customer Service Associate is responsible for taking inbound calls and emails from new and existing customers, providing solutions in support of NRA certification products, and delivering a consistent and positive customer experience.  As needed, provide off-line administrative support as directed by department management. 

 

Principle Duties:

  • Works as part of Service Center  team to accomplish Association goals
  • Assists Customer Service Supervisor to accomplish departmental goals.
  • Supports all internal team members and departments following the Association mission and values while promoting Association culture.
  • Answer inbound calls and emails in accordance with published department standards for average handle time, efficiency and quality.
  • Consistently process customer requests for duplicate certificates, exam scores, registration, and other inquiries in a timely, efficient and customer friendly manner.
  • Using NRA systems and processes, proactively work to understand the customer’s needs and provide the best solution(s) possible.
  • Properly document each interaction into the appropiate NRA tracking system.
  • Maintain positive and effective working relationships with peers, management and other departments within the NRA.
  • As directed by management, support the administrative services group within the Service Center by processing various customer requests.

 

Secondary Duties:

  • Works on special projects and other duties as required helping to promote department’s success.

 

 

Position Specifications:

 

  • Essential Use of Following Tools:
  • Computer
  • Printer
  • Fax Machine

 

  1. Essential Training/Certifications:
  • High school diploma. College degree is preferred.
  • A minimum of two years of work experience within a fast paced call center or service delivery environment.
    •  

 

  1. Essential Skills/Knowledge:
  • Strong writing, reading and math skills
  • Ability to communicate clearly and concisely
  • Computer literate (Excellent knowledge of Excel, Word, Outlook and PowerPoint applications)
  • Ability to learn other computer software programs, and enter and maintain accurate data/information
  • Broad fundamental Service Center knowledge
  • Basic knowledge of office equipment such as fax and telephone
  • Ability to maintain confidentiality of work records
  • Strong organizational skills
  • A strong customer service focus and a positive, helpful attitude.
  • Excellent personal time management and problem solving skills.
  • Comfortable working in a fast paced, dynamic and metric driven environment.
  • Demonstrates teamwork and cooperation as well as the ability to work independently.
  • Flexible and resilient
  • Problem-solving skills
  • Time management skills
  • Strong interpersonal and diplomacy skills
  • Ability to work as part of a team and to work independently
  • Considerable people management skills; capable of acting as leader, advisor, mentor, and coach
  • Demonstrative abilities in collaborative team building and consensus
  • Strong strategic vision in areas of business, Service Center and the restaurant industry
  • Deep functional experience in  Service Center 
  • Exceptional analytical and critical thinking skills
  • Significant business and stakeholder relationship building experience
  • Broad fundamental understanding of the restaurant industry/business environment
  • Responsiveness to change and leads as a change agent
  • Significant communication skills in written and verbal formats; showcases clear and concise manner
  • Ability to persuasively communicate complex concepts and programs at the highest levels of government and business
  • Ability to work as part of a team and to work independently; a self initiator, versatile and assumes risk with responsibility

 

4.   Essential Mental Requirements:

  • Must be able to work as an integral part of the Service Center Team
  • Must be able to maintain good rapport with all departments
  • Must be able to cope within a fast-paced work environment
  • Must be able to manage multiple projects with minimal supervision
  • Must be able to understand the importance of the position for the success of the business
  • Ability to accept changes and be flexible
  • Be on time and with a minimal amount of absence
  • Must be able to work as an integral part of the senior management team of the organization
  • Must be able to make complex decisions for tough problems
  • Must be able to cope within a fast-paced work environment; perseveres with tenacity
  • Must be able to manage multiple projects; separating mission critical from the non-strategic; with minimal supervision
  • Must be fearless in tackling issues and challenges as they arise; doesn’t avoid confrontation
  • Must be able to understand the importance of the position for the success of the business
  • Ability to accept change and be flexible; focusing on action and outcomes
  • Must be able to act with honor, character and integrity

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2055 L St. NW, Suite 700, Washington, DC 20036
(202) 331-5900 | (800) 424-5156