Customer Care Representative

A2LA is a non-profit, public service membership organization offering compliance and accreditation services to organizations all over the world.

Whether it is the clean air that you breathe, the water you drink or the vehicle you drive, A2LA helps make the world a better, safer place by working to ensure that organizations are releasing products and services that are meeting testing and quality standards. Detailed information about our services can be found on our website at https://www.a2la.org/about.

Come Make the World Better with Us!

A2LA is currently seeking qualified candidates to fill the position of Customer Care Representative (CCR) on our second shift from 12 PM to 8 PM. The CCR is responsible for collaborating with the Business Development and operations groups to provide excellent, proactive customer service.

About You

A great candidate would be a big-picture thinker who is passionate about the customer experience and the industries we serve. Someone who can maintain a positive attitude, express empathy, actively listen, and always deliver a positive customer experience. A person who can embrace change, demonstrate patience, and offer solutions. The Customer Care Department is a four-person team, so we need someone who is willing to take on every aspect of our customer care needs with enthusiasm.

Responsibilities

The primary duties of this position may include:

• Maintaining a positive, empathetic, and professional attitude toward customers always; embody the A2LA core values.
• Responding promptly to customer inquiries and requests.
• Communicating with customers through various channels (email, phone, chat, in person), both inbound and outbound calls.
• Collaborate with Business Development on items including but not limited to, advocating for the customer throughout the sales process, developing creative solutions to customer concerns, maintaining and reporting data from systems of record, and  serving as a liaison between Accreditation Services and Business Development.
• Assist Accreditation Services with a variety of assignments, including but not limited to, applications, batching, final accreditation, annual reviews, facilitation of assessor and CAB initial interactions, and extensions; work will be performed inside and outside of A2LA software.
• Receive and process requests for quotes.
• Keeping records of customer interactions, transactions, comments, and concerns.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and proactively provide professional customer support – go the extra mile.
• Promote and educate customer on all services A2LA and its associate companies offer (i.e. accreditation services, membership, Tech Forum, etc.), and generate sales leads when possible.
• Performs other duties as assigned.

Requirements

• Excellent communication skills including active and reflective listening.
• Service-oriented and able to resolve customer concerns.
• Proficient computer skills with the ability to learn new software.
• Ability to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of people.
• Ability and desire to learn about A2LA services.
• High school diploma or equivalent.
• 3- 5 years of customer service experience required.
• Experience with Salesforce or another CRM is a plus.

Benefits and Compensation

The salary for this position is commensurate with experience. In addition, A2LA offers a robust 403(b) retirement plan including a fixed employer contributions as well as a robust benefits package, which includes medical, dental, HSA, FSA (medical and dependent), life insurance (sponsored and voluntary), short- and long-term disability (sponsored) employee assistance program (EAP), AFLAC, tuition reimbursement and other pre-taxed benefits, paid-time off, 10 paid government holidays, 1 floating holiday, training and development, career advancement opportunities and much more!

Working Environment & Physical Requirements

The physical demands and work environment described here reflect those of a person, in this position, will typically encounter.

Physical Demands: While performing the duties of this job, the employee is required to walk; sit for long hours, use fingers for typing; talk and hear. Specific vision abilities required by the job include close vision for reviewing documents on the computer or in hard-copy state.

Work Environment: Work will be performed on the second shift scheduled from 12 PM – 8 PM, with moderate schedule flexibility.

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A2LA is an equal opportunity employer. A2LA does not discriminate in employment based upon race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service, or any other federally protected classification.

Military/Military Spouse Personnel are encouraged to apply.