Job description
We’re actively seeking a Customer Service Specialist to join the Customer Service Team!
Who We Are
About the American Marketing Association (AMA)
As the leading global professional marketing association, the AMA is the essential community for marketers. From students and practitioners to executives and academics, we aim to elevate the profession, deepen knowledge, and make a lasting impact. The AMA is home to five premier scholarly journals, including: Journal of Marketing, Journal of Marketing Research, Journal of Public Policy and Marketing, Journal of International Marketing, and Journal of Interactive Marketing. Our industry-leading training events and conferences define future-forward practices, while our professional development and PCM® professional certification advance knowledge. With 70 chapters and a presence on 350 college campuses across North America, the AMA fosters a vibrant community of marketers. The association’s philanthropic arm, the AMA’s Foundation, is inspiring a more diverse industry and ensuring marketing research impacts the public good.
AMA views marketing as the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. You can learn more about AMA’s learning programs and certifications, conferences and events, and scholarly journals at AMA.org.
What to know about this role
This role is an hourly temp role for three months, at which point we intend to convert to full-time!
The maximum number of hours per week worked is 30 hours until after the first 90 days, when that will increase to 37.5 hours per week.
The hourly rate for this position is: $22.00 per hour
We are a fully remote organization with team members across the country. Work from the comfort of your home, a local coffee shop, or wherever in the U.S. brings you joy! Please note that you MUST live in one of the following states in order to be considered for this role:
- Alabama, Colorado, District of Columbia, Florida, Georgia, Illinois, Indiana, Louisiana, Massachusetts, Michigan, Minnesota, North Carolina, New Jersey, New York, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Virginia, Washington, Wisconsin
We are not able to consider non-US residents for this position
Please note that only applicants who apply officially will be considered in this process. We appreciate the candidates who apply and express interest, but we cannot circumvent the recruitment process for any candidates, regardless of their relationship to the AMA or our team members.
The impact of this role
As part of the Customer Service team, you’ll play a critical support role across all aspects of the American Marketing Association, helping guide the way to redefine the AMA membership model, grow awareness and advocacy, and refine the customer experience. Our team provides a learning structure and insights for smart decisions, continuous customer feedback, and technical agility to achieve the organization’s strategic planks: Service Leadership, Thought Leadership, and the digital/physical fusion of the AMA Experience and the AMA Brand.
What you’ll be doing
- Respond to customer cases via Salesforce, using tools and guidance provided to maintain best practices.
- Answer customer phone calls, capturing the conversation in a customer case
- Complete customer-related tasks as directed, such as entering users into other AMA platforms beyond Salesforce
- Collaborate with all AMA teams to help solve customer challenges
- Help our members and customers with their inquiries about membership, events, publications, and issues.
- Track cases for customers to ensure stellar service is received and that follow-ups are completed promptly.
- Maintains membership data. Fixing any issues, updating customer information, and identifying duplicate accounts.
- Provide excellent customer service to members and customers over the phone, email, or chat.
- Help customers have an amazing experience when reaching out to us.
- Ability to notice trends with issues so they can quickly be reported and addressed.
- Completing other special projects as assigned.
What you bring to the table
- Excellent verbal and written communication skills
- At least 6-12 months prior experience utilizing Salesforce CRM from a customer service standpoint
- At least 2-3 years’ experience interacting directly with customers to help solve problems (retail, help desk, online customer service)
- Comfortable learning new technology and platforms
- The ability to answer emails and talk on the phone all day, helping ourAMAzing members
- An incredible “how can I help” mentality
- Ability to travel to live AMA events to serve as customer service on site (max of 3-4 times per year)
What You May Also Have
- A customer-centric attitude where serving the customer is our primary objective.
- A curious mind state means you are always asking questions and expressing your ideas.
- Experience working on multiple cases simultaneously, with the ability to quickly prioritize importance
What to expect from the interview process
- Hiring Manager resume review
- One-way video interview on Spark Hire (We promise this isn’t scary! Our questions are well thought out, and we wanted your answers to be as well. So you have unlimited think time for each of the four questions we ask!) that will take 15-20 minutes.
- 30-minute phone interview with a member of AMA’s People and Culture team
- Virtual Interview with the hiring manager and key stakeholders you’ll be working closely with
What You’ll Get
- A highly visible role working with key AMA partners and customers daily, alongside a fantastic team.
- The ability to be on the front lines of contact with AMA’s members and customers
- The ability to play a major role in the experience of AMA members and customers
- A fully remote opportunity with flexibility to “do you, wherever you may be”
- The opportunity to hone skills like problem solving, time management, conflict resolution, and many others.
Once converted to full-time after 90 days
Remote work-life balance with:
- Flex Fridays (no internal meetings scheduled after 12 pm on Fridays)
- Unlimited sick leave
- Four weeks of parental bonding/caregiver leave
- Paid vacation time
- 13 paid holidays
- SIX days of paid volunteer time off per year
Comprehensive benefit package that includes:
- Your choice of two medical plans
- Your choice of two dental plans
- Vision plan
- 403(b) retirement plan with an employer match and immediate vesting
- Fully paid life insurance at twice your base annual salary
- Fully paid short-term and long-term disability
EEO
#LI-REMOTE
