Customer Service Representative

Description:  Serves as the primary point of contact for customer and member inquiries, tracks frequently asked questions, and works with staff to ensure timely responses to and resolution of customer requests. Responsible for tier 1 troubleshooting, replicating and resolving customers’ and member inquires related to online course access, connectivity issues, account lockouts, and other technical issues. Assists with the day-to-day activities of the Customer Service department.

Primary Responsibilities:

1. Processes membership dues payments and renewals, event registrations, and orders.
2. Builds and maintains knowledge database of customer and member technical issues.
3. Uses helpdesk ticket tracking system to document, track, and monitor customer and member issues
4. Troubleshoots a variety of customer and member technical and nontechnical issues with SCCM products and services.
5. Advocates on behalf of customers and members, making recommendations regarding improvements to SCCM products, services, and systems.
6. Assist customers and members with navigating various SCCM products and services.
7. Resolves tier 1 technical issues.