Client Services Representative - Charlottesville, United States - CFA Institute

CFA Institute

Verified Company

Charlottesville, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

CFA Institute is the world's largest association of investment management professionals.

As a global, independent organization, with a community of more than 175,000 members and 150+ member societies, we lead the investment profession by promoting the highest standards of ethics, education, and professional excellence for the ultimate benefit of society.

At CFA Institute, we care about our employees' mental, physical, social, and financial well-being.

That's why we are committed to providing a comprehensive, competitive benefits package that offers flexibility to make choices that meet their needs:

Health & Well-being benefits that are amongst the best in the industry with full comprehensive Medical, Dental, and Vision for employees and their family members
Comprehensive Leave and Time Off plans
A focus on Financial Well-being means that we stack our retirement benefits against the most competitive standards.
Flexible work arrangements
Wellness, Education, and Employee Assistance Benefits

Job Description Summary:

The hours for this position are 11 am - 8 pm ET Monday - Thursday and 11 am - 5 pm ET Friday.

The position is based in Charlottesville, VA, and is eligible for flexible work arrangements. It reports to Manager, Global Customer Care.

Job Description:

The responsibilities of this role include:

This position requires an individual who is customer-focused, sales-oriented, and adept at building relationships.
Promptly address client inquiries across various channels, ensuring accurate support throughout the customer journey.
Serve as a brand ambassador, personalizing interactions to achieve first contact resolution and maintain professionalism.
Offer helpdesk support for vendor products, ensuring issue resolution and user satisfaction.
Troubleshoot issues with the CFA Institute portal, handling sensitive information with the highest security standards.
Meet performance goals including quality, timeliness, customer satisfaction, and productivity.
Embrace continuous learning and utilize resources to stay informed and accurate.
Be culturally sensitive and globally aware in all interactions.
Keep abreast of technological advancements to enhance the client experience.
Act as a Subject Matter Expert (SME), collaborating with internal and external parties to improve offerings.
Display decision-making agility and handle high-pressure situations effectively.
Conduct outbound calls as needed to follow up on leads, resolve customer issues, and gather feedback.
Foster a revenue mindset, adept at building relationships and maintaining a sales-oriented focus.
Ability to handle confidential and sensitive information with a high degree of professionalism.
Energy to put in the hours of concentrated work necessary to achieve goals while maintaining a positive attitude.
This is a customer service position and business cycles require overtime over weekends and holidays as determined by the business.

The skills and experience required for this role are- Demonstrated success in a fast-paced customer service role.- Experience with Salesforce Service Cloud Case Management Platform preferred- Experience in Contact Center environment preferred.

- Ability to demonstrate outstanding judgment, organizational and time management skills while working independently- Detailed-oriented and highly organized with the ability to handle multiple tasks simultaneously- Flexibility in competently juggling competing priorities and changing expectations- Excellent verbal and written communication skills including a professional and diplomatic demeanor- Fluency in English required, knowledge of additional languages would be useful- Global cultural orientation and working experience- Proficient in using standard office software such as Word, PowerPoint, Excel, PowerPoint- Experience in case management software is preferred

This job description is a summary of job requirements and duties and is not intended to be an exhaustive list of all areas of responsibility.

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