APA Service Center Specialist

Note: APA operates on a 37.5-hour work week with one hour lunch breaks each day. APA sets salaries based on several considerations, including years of relevant experience, level of education, and previous staff and/or governance experience at APA

The Service Center supports the organization as the initial point of contact for APA's members and other constituents who dial APA's main toll-free number or who send an email to the department's various public email addresses.

Using available resources and reference tools, the Service Center functions as a resource and conduit for information on products, services and programs offered by the association to its members, other constituents, and the general public and is responsible for maintaining the integrity and accuracy of data in APA's Association Management System.

Education and Experience Required:

• Associate degree in business or liberal arts is preferred but not required.
• Two years of data management and data entry experience and experience working in a customer service call center environment, preferably in an association, membership, or publishing organization. Excellent customer service skills.
• Able to use sound judgement and problem-solving skills to make informed decisions.
• Strong verbal and written communication skills.
• Strong attention to detail, accuracy, strong organizational skills.
• Ability to work under pressure, manage multiple tasks, and meet deadlines are critical.
• Be a team player.

Computer Skills Required:

• Advanced computer technology proficiency using Microsoft Outlook, Teams, Word, and Excel.
• Experience and familiarity with Salesforce Application and experience working with Association Management Software systems, Order Fulfillment system.
• Experience with Zoom Contact Center application is a plus.

Responsibilities:

Customer Support:

• Answering and handling calls received in the Service Center from various constituencies while maintaining APA identified call handling and management standards.
• Taking credit card payments for various transactions and initiating refund requests when appropriate.
• Responding to emails sent to the Service Center from various constituencies while maintaining the department's email turnaround times and handling standards.
• Processing subscription claims for individual APA journal subscribers, ensuring timely resolution and accurate processing to maintain customer satisfaction.
• Provide technical support to consumers, assisting them in accessing various electronic resources and APA websites, ensuring a seamless user experience and prompt issue resolution.
• Communicate member and customer issues to management and provide informed recommendations for service improvements and process enhancements.
• Support the training and onboarding of new and existing staff.

Data Management:

• Accurately entering and/or updating data and/or records in APA's Business System and Association Management System.
• Responsible for maintaining the integrity of data in APA's Association Management System to include division list processing, membership applications, etc.
• Other related duties as assigned to include assisting at APA conventions.
• Occasional travel to conventions may be required.

About APA:

The American Psychological Association (APA) represents 122,000 psychologists, students, and affiliates, primarily in the U.S. and Canada but also in other countries around the world. APA is a scientific and professional organization with about 500 employees and is categorized as a 501(c)(3) along with its 501(c)(6) companion organization, APA Services, Inc.

Job Location: Remote: APA jobs may be considered for remote work eligibility as defined in APA's Flexible Work Policy and are subject to approval. Remote work employees may not work from the following states or U.S. territories: Alaska, California, Colorado, Guam, Hawaii, Iowa, Louisiana, Montana, Nebraska, New York, North Dakota, Ohio, Puerto Rico, Rhode Island, U.S. Virgin Islands, Washington, Wyoming.

Application Instructions:

Qualified candidates must apply online through APA's applicant system and attach a resume and cover letter specifying your salary expectations. Applications that are submitted without both documents are considered incomplete and will not be reviewed for consideration. Once your application is submitted, you will receive a confirmation email. Please make sure to check your Spam folder if you do not receive an email from us.

The American Psychological Association is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, or any other protected categories covered under local law.

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