Customer Relations Associate (Full-Time)

The Customer Relations Associate will register participants, complete data entry and respond to inquiries received by phone, web and e-mail for the National Inventors Hall of Fame's STEM education programs. Additionally, the Customer Relations Associate will work closely with various teams within the organization to manage special projects, while assisting with the day-to-day customer service responsibilities.

Position Responsibilities:

• Develop a comprehensive understanding of NIHF’s stem enrichment programs

• Accurately respond to customer inquiries by providing program information, locations, and pricing

• Assist customers in navigating the Camp Invention website to register participants online and over the phone

• Problem analysis and resolution in a timely and professional manner with both our internal and external customers

• Customer follow-up and attention to detail to provide superior customer support

• Accurately and efficiently enter and process events and registrations

• Research and resolve customer-related issues in a timely and professional manner

• Have a passion for the company mission, and incorporate that excitement into customer interactions

• Soft solution-selling skills; incorporate a sense of urgency to deliver a prepared script to provide program features, advantages and benefits to potential customers to gain registrations, add-on products and donations

• Record details of inquiries, comments, complaints, and actionable steps taken to bring about resolution

• Process requests for transfers, cancellations, refunds, and receipts, directing any unresolved issues to the designated resource

• Identify and escalate priority issues to the appropriate parties

• Periodic filing of customer service paperwork

• Communicate and coordinate with internal departments as assigned

• Perform other job duties and special projects as assigned, including cross-departmental tasks

• Help mentor and guide part-time employees in their duties

Knowledge, Skills, and Abilities:

• Reliable with on-time attendance and the ability to work in the office daily

• Knowledgeable of customer service principles, call center practices, and familiar with general business practices

• Computer literate with strong typing and data entry skills to produce high-quality work in both speed and accuracy

• Excellent attention to detail, with the ability to multi-task and respond to changing priorities and seasonal surges in workload

• Advanced interpersonal skills to provide exceptional customer service, with the ability to communicate effectively via email, chat, phone, and in-person meetings

• Confident in overcoming objections and negotiation practices and comfortable analyzing and resolving conflicts both internally and over the phone, with the ability to problem-solve solutions during escalated situations

• Team player mentality and able to remain focused when working in close proximity to other staff members as well as work both collaboratively and independently on interdepartmental projects

• Self-manages and holds themself responsible for projects/deadlines

• Leads by example and actively cultivates a heathy office environment through speaking kindly, upholding a positive perspective and problem solving with others

• Is mission-focused with interest in non-profit, B2B and B2C communications

Credentials and Experience:

• 1-2 years of customer service experience is preferred

Special Requirements:

• Must possess schedule flexibility based on business needs and seasonal hours

Why Join the National Inventors Hall of Fame?

• Comprehensive Health Coverage: Enjoy top-tier medical, dental, 100% employer paid vision, and insurance plans, along with flexible spending accounts to help pay for any out-of-pocket medical expenses.

• Company-Paid Benefits: NIHF contributes 100% to provide life and disability coverages.

• Secure Your Future: Benefit from our 401(k) plan with up to a 4% employer match and 100% vesting upon initial contribution, ensuring your financial stability and growth.

• Generous Time Off: Take advantage of paid time off, paid holidays, and a year-end closure from December 24th through January 1st to recharge.

• Additional Support: Access Critical Illness, Hospital, and Accident Supplemental Income plans for extra peace of mind.

• Pet-Friendly Perks: Protect your furry friends with our pet insurance plans.

• Stay Fit and Healthy: Utilize our on-site workout facility to maintain your physical well-being.

• Thriving Work Environment: Be part of a great team environment with ample opportunities for growth and a culture that prioritizes professional development.