Location: 12999 E. Adam Aircraft Circle; Englewood, CO 80112
Type: Full Time
Preferred Education: 2 Year Degree
Salary: $46,000 – $56,000 DOE
Are you looking for an opportunity for advancement in a collaborative work environment that offers work-life balance and excellent benefits? The Society for Mining, Metallurgy & Exploration Inc. (SME) hires and rewards great people who are passionate about serving our members. We offer competitive compensation and benefits as well as distinctive benefits like a Safe Harbor 401(k) and Company Match 401(k) plan, flexible work schedules including a 9/80 Work Schedule, and Winter Break from December 24th – January 1st.
SME, www.smenet.org, is a scientific and technical society (501(c) (3) corporation) whose more than 14,000 members globally in more than 100 countries. SME members include engineers, geologists, metallurgists, educators, students and researchers focused on innovations in mining engineering. SME nurtures a professional community, develops technical content, and provides networking and educational opportunities for the mining industry.
TITLE: Customer Service Supervisor
DEPARTMENT: Customer Service
WORK TYPE: Full-Time
LOCATION: 12999 E. Adam Aircraft Circle; Englewood, CO 80112
PAY RANGE: $46,000 – $56,000 DOE
8% bonus potential based upon achievement of defined goals
3% automatic safe-harbor match plus 80% elective deferral match of the first 5% contributed by the employee
Life Insurance, Employer Paid Long-Term Disability, Travel Assistance, and EAP. Sick, Vacation, and Holidays including Winter Break office closure from 12/24-1/1. 9/80 Work Schedule option.
The Customer Service Supervisor is responsible for increasing member satisfaction and retention by overseeing and assisting customer service employees in the performance of their job duties such as responding to customer inquiries, resolving issues or complaints, and providing members with accurate, consistent, timely and meaningful information. Responds to member inquiries and issues, providing a positive member experience while developing and maintaining strong member relationships. Provides positive, prompt, and professional customer service to both members and internally to team members. Answers telephones and emails, greets visitors and vendors.
Organizes and oversees the schedules and work of assigned staff.
Hires customer service representatives and trains new employees.
Provides feedback and participates in performance evaluations that are timely and constructive.
Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Membership Manager or other appropriate staff.
Answers central telephone system and politely and professionally responds to member inquiries or directs calls to Team Members as appropriate.
Responds to emails in the customer service and membership in-boxes to ensure timely and professional communications with members and Team Members.
When at the front desk, greets and welcomes visitors and vendors. Directs individuals to the correct office, accepts deliveries, etc. Maintains a neat and tidy front desk.
Handles member concerns, provides appropriate solutions and alternatives; follows up to ensure resolution.
Assists members with Conference registration, answers general questions, updates membership types, accepts and processes payments, responds to requests for receipts, etc.
Maintains member records in the association management system, enters new members, updates current member contact information, company, division, marks bad addresses, membership type, etc. as appropriate to ensure current and accurate records.
Responds to and resolves Trac Tickets.
Ensures that kitchen and office supplies are ordered timely.
Sends New Member packets, makes new member calls, calls corporate and individual members to encourage renewal, etc.
Resolves duplicate member records by merging and removing duplicates.
Active involvement in the annual renewal of members: completes member upgrades, scrubs member reports for accuracy, receives and processes renewal payments; updates Personify records to reflect payment.
Runs reports and completes assigned projects.
Coordinates mailings/projects from other departments.
Follows established procedures to meet member and team member needs.
Completes Letters of Invitation for international participants attending a SME conference.
Collaborates effectively with internal departments to meet member needs.
Data entry in various platforms.
Other duties as assigned.
Excellent computer skills and proficiency in MS Word, Excel, PowerPoint, and Outlook required.
Experience with Personify or similar association management system preferred but not required.
Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Organized with attention to detail.
Ability to resolve member complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.
Proven customer support experience or experience as a Customer Service Representative.
Strong phone contact handling skills and active listening.
This position supervises 2 Customer Service Representatives.
The above qualifications and requirements are representative, but not all-inclusive, of the knowledge, skills, and abilities required for the position.
Please submit a cover letter expressing why you are interested in this particular position, including how your experience is related to the duties of the position, and a resume to firstname.lastname@example.org.
About Society for Mining, Metallurgy & Exploration
In principle and in practice, the Society for Mining, Metallurgy & Exploration (SME) and all its leadership value and seek diverse and inclusive participation within the mining and minerals community. SME promotes involvement and expanded access to leadership opportunity regardless of race, ethnicity, gender, religion, age, sexual orientation, nationality, or disability.SME is committed to creating an environment that draws upon the strength of the diversity of our Board and Committee leaders to meet and exceed the expectations of our members and customers.