Temporary – Customer Center Analyst, Marketing

• The Customer Center

Analyst’s daily responsibilities are to support incidents (emails) received on

daily basis, conduct chat sessions, and interact with customers that call the

800 line for inquiries and/or technical support for online products.

• The Customer Center

Analyst will support all online package customers by maintaining them on the

CRM tool (Oracle Service Cloud), the BMS tool (Siebel), SFDC (Sales Force) and

Rightscare

• He/she maintains our email

database (Oracle Service Cloud) for all types of incoming inquiries from our

customers. He/she may have to research and inquire for a resolution

from our internal departments and therefore must be able to work as a team

player. (70%)

• Research, and when

necessary report any technical problems to the subject matter expert of that

department. Interact with customers whose

accounts have been suspended and work to resolve issues. Perform customer

contact database updates and additions. (30%)

Qualifications

He/she must possess a minimum of 2 years

of relevant experience, preferably in

a deadline-driven, fast-paced, Sales/Marketing,

customer-focused environment. He/she has a good understanding of online

application troubleshooting, and has a basic understanding of networking

essentials. 1 year of Help Desk experience preferred.

His/her

prior experience must demonstrate exceptionally

strong attention to detail in combination

with a proven ability to follow-through

on processes to ensure activity completion

and to ensure the best interests of the

IEEE are preserved and protected.

This person must have

the strong ability to write/speak clear and effective responses to

correspondence via email and phone.

Professionalism,

competency, the ability to establish rapport quickly and a customer

satisfaction orientation are key components of the interpersonal skills

required to be successful in this position.

He/she must

be a technologically savvy knowledge worker

who seeks out technology solutions to business

challenges. Familiarity with Enterprise Access management systems

highly desirable. Advanced

competency with 2007 Microsoft office

tools, including Word, Excel

and PowerPoint

·

For information on work demands and conditions required for this position, please consult the reference document, “Physical, Mental, and Work Environment Standards for IEEE Positions.” This position is classified under Category I – office positions.

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Disclaimer: This job description outlines the general nature and key features performed by various positions that share the same job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.

IEEE is an EEO/AAP Employer/Protected Veteran/Disabled

Job

:

Customer Service

Primary Location

:

United States-New Jersey-Piscataway

Schedule

:

Full-time

Job Type

:

Temporary

Job Posting

:

Apr 5, 2017, 10:46:11 AM