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    customer service professional - Atlanta, United States - Professional Photographers of America

    Professional Photographers of America
    Professional Photographers of America Atlanta, United States

    3 weeks ago

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    Description
    Professional Photographers of

    America Position Description Job Title:

    Member Care Professional Department:
    Member Value &

    Experience Reports To:
    Member Experience Manager FLSA Status: Non-exempt Date: April 3, 2024


    POSITION SUMMARY:
    As an employee of PPA, we work together to make PPA an excellent place to work. We engage in meaningful discussions, treat each other with respect and courtesy, and never gossip about one another.

    We are here to help our members succeed as photographers and small business entities while promoting the industry of professional photography.

    What is the best description of our member care program? This is not your typical customer service department. It's a boutique-style, inbound call center. Our focus is to create an excellent member experience, which is much more valuable than making a sale. There is no churn and burn here, no cold calling or telemarketing.

    We are seeking a dedicated team member who can provide exceptional customer service and support, including scheduled coverage as needed, to ensure smooth operations and customer satisfaction.

    This position is responsible for communicating PPA's benefits and programs that create and reinforce meaningful experiences for our members. An excellent member experience will have a direct impact on PPA's recruitment and retention goals.

    As the Member Care Representative, you will focus on:
    How to initiate and maintain an exceptional level of member satisfaction and positive interactions, through multi-channel communications telephone, email, online chats). Identify customers' needs, clarify information, research customer issues, and provide solutions and /or alternatives. Seize the opportunity to promote services and benefits. It is essential that we remind members of the value of their membership and associated benefits and programs. Work to elevate our customer experience through all avenues. Build valuable relationships and interactions; engage members/customers by going the extra mile. Develop a thorough knowledge and understanding of the associations' benefits programs and delivery methods. Become the in-house expert on all programs and benefits we offer our members/customers.


    ESSENTIAL DUTIES AND RESPONSIBILITIES:
    Maintain customer focus and adapt to different personality types to help resolve member/customer issues. Exceptional phone and verbal communications skills along with active listening. Resolve customer situations, within PPA's policies and procedures.

    This will include identifying the member's/customer's reason for calling; ascertain the cause, if possible; select and explain the best solution to the member; and expedite corrections including follow-up to ensure the issue has been resolved.

    Outbound projects as needed. Develop thorough working knowledge and understanding of the organizations association database system, PPA, and theLoop (PPA's private social network).

    Assist members with signing-up for membership, renewing their membership, making demographic changes, or signing up for a convention or a webinar.

    Work within the department to audit the database for accuracy. Act as the key problem solver and troubleshooter for member assistance calls. Keep records of all conversations in our membership database system in a comprehensive and condensed narrative. Must meet individual and team goals. Represent the association at assigned meetings and industry tradeshows as needed. Assist members and sell memberships at Imaging USA in the Membership booth. Actively participate in group and individual training programs. Performs other duties as assigned.


    QUALIFICATIONS:
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The ideal candidate will have 2 + years of customer service or call center experience.

    Excellent verbal and written communication skills are critical, along with the experience of working with customers/members in a positive manner.

    Excellent computer skills are a must.


    EDUCATION and/or EXPERIENCE:
    High School degree and some college coursework, 2+ years of related customer service or call center experience, or equivalent combination of education and experience


    SKILL SET :
    Highly organized to work independently and as a team player, with excellent follow up skills. Strong communication skills with a highly focused attention to detail. Excellent project management skills. Strong sense of professionalism with excellent communication skills. Ability to multitask and prioritize deadlines/projects. Strong customer service or call center skills. Creative problem-solving skills. Must be able to identify problems, review information, analyze options, and find/apply solutions. Proactive attitude- anticipates needs, problems, and opportunities Strong negotiation skills.

    Must be computer literate (Microsoft Suite), as well as have the ability to learn and utilize in-house industry-specific software applications.

    This individual must be able to diffuse potential situations, work with a sense of urgency and be results-oriented, with the ability to multi-task in a fast-paced service environment.


    CERTIFICATIONS, LICENSES, AND REGISTRATIONS:

    PHYSICAL DEMANDS :
    Must be able to lift up to 15 pounds without the assistance of another person.

    Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    Company information

    Professional Photographers of America (PPA) is a non-profit photography association created for professional photographers, by professional photographers, with more than 35,000 creative members.

    Our mission is to create a vibrant community of successful professional photographers by providing education, resources, and industry standards of excellence.

    Join at PPA is based in Atlanta, GA, and the bulk of our benefits are US-centric, we have members from 50+ countries.

    As the world's largest and longest-standing photography association, PPA provides business resources, education, certification, protection, inspiration, and community for pro photographers worldwide.

    PPA is meant for those who want to take their photography and entrepreneurship to the next level and develop profitable and sustainable businesses.

    Stick with PPA and you'll learn how to bridge the gap between photographers and their consumers

    • Need equipment insurance? Check out the options PPA's partners offer
    • Client wants to sue you because of an unfortunate situation or accident? PPA's malpractice coverage may save your business and reputation
    • Want to browse hundreds of hours of educational videos, at your schedule? We've got you covered.
    • Want to make more money by selling prints? It's not as hard as you think, and PPA can show you how.
    • Want to connect with 33,000 photographers to discuss best practices, share tips, and generally enjoy a sense of community? Participate in PPA's social network called theLoop, or join us at our annual photography conference, Imaging USAPPA supports the photographic industry and the artists within it, working every day to help you Be More Learn more and join PPA today at PPA.comPPA believes that the photography community prospers when we work together. We support all photographers and reject discrimination based on age, race, disability, ethnicity, religion, or sexual orientation and expression.
    Media & Entertainment, Advertising & Marketing, Photography, Arts & Crafts, Events & Exhibitions
    Nonprofit
    Atlanta, Georgia

    Company Specialties:
    Photography & Business Education, Photography Business Best Practices, Data Loss & Malpractice Protection, Equipment Insurance for Photographers, Copyright Help for Photographers, Professional Photography Annual Conference, and International Photographic Competition

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