Customer Service Representative

The International Foundation of Employee Benefit Plans (IFEBP) is North America’s largest membership organization for those who work with employee benefit plans. They are seeking a Customer Service Representative to assist the Customer Service Center in building customer loyalty and providing professional service. Responsibilities All Customer Service Representatives are the first point of contact for incoming inquiries from our customers and members Such inquiries will include updating records, taking registration/order information, promoting and providing support for all Foundation products, services, functions and/or departments – both domestically and internationally Providing timely and accurate information of customer order status and product knowledge Works collaboratively and closely with all other departments to resolve issues and achieve organizational initiatives (e.g.: membership marketing campaigns, outreach, membership renewals, CEBS students, e-learning, webcasts, order processing, etc.) The Customer Service Representative receives requests via all available channels, gathers appropriate information from the customer, enters details into the relevant systems (e.g.: CRM) and either answers the inquiry or forwards it to an appropriate individual Provides timely feedback to the department manager (or more senior Customer Service Representatives) regarding service failures or customer concerns Processing customer order/changes/returns accordingly per established departmental policies and procedures – both domestically and internationally Must be able to read, follow and interpret written SOP instructions The Customer Service Representative is required to stay current with all necessary information regarding products, technical support, services and information requirements as well as multiple delivery systems The position involves a high level of interpersonal and customer service skills Customer Service Representatives will be required to provide financial, procedural, and service information and maintain customer records As the Customer Service Representative I becomes increasingly proficient, essential functions may also be expanded to include: May be assigned to assist a more senior (II, III) Customer Service Representative on more complex accounts, including Platinum, Corporate, or Organizational accounts May be asked to provide feedback on departmental SOP’s May begin cross-training to learn CSR-II duties and responsibilities Skills High school diploma, or equivalent is required Minimum of 1 year successful experience in a related role such as hospitality, customer service, and/or call center Ability to read and interpret documents such as procedure manuals, written customer requests, and forms Excellent writing skills with the ability to explain complex problems clearly and concisely using jargon-free language Proficient computer skills, especially with Microsoft Outlook, basic Word & Excel, and the ability to learn and efficiently work with customer service-related computer software Ability to handle and prioritize multiple tasks in a faced-paced environment Excellent telephone skills, with the ability to respectfully listen, question, and explain Must be able to determine the point at which a call must be escalated to either a different department, or a higher level of authority Must possess the ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals Ability to adhere to a flexible work schedule, including working overtime and working outside of normal business hours as workload and coverage needs dictate The individual will be required to travel both domestically and internationally up to 10% of the time based on annual calendars Benefits Comprehensive and affordable medical plan (which includes 24/7 Teledoc) Vision plan Dental plan FSA (medical and dependent care) Employee Assistance Program (EAP) Long term disability Short term disability Ample PTO (vacation, sick, holidays) Defined benefit (pension) plan Non-elective company 401(k) contribution 401(k) matching contribution Free Milwaukee County Zoo passes On-site fitness center with yoga, stretch, and strength training classes Mindfulness sessions Bocce league Game nights Cribbage club Company Overview ​The International Foundation of Employee Benefit Plans is a nonprofit organization, dedicated to providing the diverse employee benefits community with objective, solution-oriented education, research and information. It was founded in 1954, and is headquartered in Brookfield, Wisconsin, USA, with a workforce of 51-200 employees. Its website is