Contact Center Representative - OVERNIGHT Sun-Thurs (Remote)

Job DescriptionMUST HAVE WORKED OVERNIGHT SHIFT PRIORYOU WILL TRAIN WEEKDAYS ONSITE FOR A FEW WEEKS TO MONTHS PRIOR TO GOING REMOTE OVERNIGHTThe IEEE Contact Center Representative will be responsible for responding to member and customer inquires received by e-mail, Chat, bulk mail, phone, and interdepartmental. Interact and partner with internal and external customers of multi-cultural backgrounds. The incumbent in the role provides prompt and professional high quality service and solutions to clients. He/She will assume ownership and accountability for resolution of all inquiries, attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. He/She recommends process improvements for optimal service; participate on teams in support of the department objectives and other responsibilities as designated by the department supervisor. This position is under general supervision and typically reports to a Supervisor.Key ResponsibilitiesReceive research and respond to member and customer inquiries, regarding membership, single sale orders, subscriptions, society membership, services, benefits and statusProcess membership renewals and provide information to members as requestedManage and monitor individual daily workflow to department standardsProject a positive, professional image of self and the IEEE to insure productive relationshipsAssume ownership and accountability for resolution of all inquiriesEscalate issue accordingly and ensure details of escalation are clear and conciseParticipate in all Contact Center outreach programsParticipate on teams in support of the department objectivesFollow Contact Center SOP (Standard Operating ProceduresAttend required training (50hrs) in Products, Services, Professional Development, Technical and Personal training internal or externalAnd other responsibilities as designated by department managementRemote agents are expected to attend training, communication meetings and joint project discussions 20% of standard work time, and possibly outside normal working hours in person as determined by management based on business needsQualifications - ExternalEducationH.S. diploma requiredBachelor's degree or equivalent experience preferredWork Experience2-4 years customer service experience in a high volume call center providing specialized and expert assistance to all client levels. Skills And RequirementsExcellent oral and written communication skillsStrong organization skillsTeam oriented; ability to partner and share information, and foster relationshipsMust have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteersWorking knowledge of MS Office Applications (Word, Excel, Power Point, Access)Global Support ServiceabilityUS & Headquarters Location – 1st Shift between the hours of 7:00am – 5:00pm ETUS & Headquarters Remote Location – 2nd & 3rd Shift between the hours of 3:30pm – 8:00am ETGlobal Service Location; India & Singapore – 8:00am – 5:00pm IST & SGTOther Requirements:As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.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.IEEE is an EEO/AAP Employer/Protected Veteran/Disabled===============================================Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all 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.Company DescriptionAdvancing Technology for HumanityIEEE and its members inspire a global community through highly-cited publications, conferences, technology standards, and professional and educational activities.Advancing Technology for Humanity IEEE and its members inspire a global community through highly-cited publications, conferences, technology standards, and professional and educational activities.