At NIGP, we are committed to provide competitive salaries that are equitable and reflect the requirements and responsibilities of the position. In addition, we continuously benchmark our benefit package.
Have you begun or are looking to start your career in the association space? Would you like to develop a passion for working with member associations and furthering their profession? Are you looking for your next challenge with an association that is in growth mode? Our opportunity is the kind that doesn’t come around very often.
NIGP is on the hunt for a Customer Care Representative to join our team.
A talented professional to join our dynamic group of professionals that will be deeply dedicated to advancing our members profession. While work experience and educational preparation are certainly important, we don’t just hire the best resumes, we hire talented individuals that are a great fit for our culture and values first.
We are looking for someone who wants to learn and grow their career, they should have an entrepreneurial spirit, a be inclined to ask questions. An individual that brings with them new ideas and is not afraid to be a part of success.
The Customer Care Representative is responsible for all incoming customer inquiries and order processing as an integral member of a one-stop Customer Care Center. As such, this position has a dramatic effect on our customer’s perception of NIGP and our ability to perpetuate organization growth, reputation and market penetration.
Your Key Responsibilities will be:
Responds to incoming customer inquiries
Identifies and evaluates customer needs in alignment with NIGP’s products and services and employs cross-selling and up-selling techniques
Manages event registration process, substitutions, transfers, cancellations and refunds
Maintains a comprehensive understanding of NIGP’s Association Management System database and data management and ensures that data contained in NetFORUM is accurate
Investigates and resolves issues with member transcripts
Coordinates all membership retention communications
Processes orders for products and services
Researches and resolves billing and invoicing issues
Handles and responds to general inquiries from seminar coordinators and instructors
Processes and approves membership applications
Processes and approves procurement career postings
Researches and matches invoices to received checks and wire transfers
Updates membership records and agency rosters
Acts as first point of contact for members
Acts as backup for member retention process
Acts a backup for Mailroom Operations
Works as Lead Executioner for member engagement campaigns and manages individual engagement projects
Works collaboratively with other departments to develop engagement strategies
Reaches identified metrics for engagement projects
Processes Biannual Chapter Rebates
Sends annual Chapter anniversary letters
Acracy and Efficiencies
Works with IT Department to identify and create efficiencies in processes
Conducts membership data cleaning (dedupes, bounce backs, representative check, bad addresses, etc.)
Yearly management of complimentary memberships
Reviews and updates departmental SOP’s
Your Ideal Skills and Abilities:
Strong, detailed, working knowledge of NIGP products and services so that incoming calls and email inquiries are resolved quickly and to the customer’s satisfaction
Strong, detailed, working knowledge of NIGP’s pricing structure and incentives for those products and services.
Strong working knowledge and proficiency in use of software and data programs utilized by NIGP (i.e. NetFORUM, MS Office)
Ability to successfully prioritize and handle multiple tasks simultaneously and independently
Ability to balance numerous competing priorities ensuring outstanding levels of customer service while simultaneously meeting deadlines for other duties.
Ability to understand and complete business processes and make suggestions on improvements and/or corrective measure to potential issues
Ability to maintain good interpersonal relationships with both internal and external customers
Ability to be flexible and resilient
Self motivation and independent thinking skills
Strong problem- solving skills
Outstanding verbal and written communication and cross-functional team skills
Strong attention to detail
Your Minimum Qualifications are:
Any combination of education, experience, and training equivalent to:
High School Diploma or G.E. D., Associates Degree or higher preferred but will consider experience
2+ years of customer service experience
Experience with CRM software is preferred
This position is hybrid based out of our Herndon offices and requires is not eligible for 100% remote work. Typically it requires a minimum of one day a week in our Herndon offices and the ability to go to the office on an as needed basis.
NIGP is an Equal Opportunity Employer, that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
NIGP: The Institute for Public Procurement. Developing, supporting and promoting the public procurement profession through premier educational and research programs, professional support, technical services and advocacy initiatives that benefit members and constituents since 1944. With over 3,000 member agencies representing over 15,000 professionals across the United States, Canada and countries outside of North America, the Institute is international in its reach. Our goal is simple (though maybe not so easily attained): recognition and esteem for the government procurement profession and its dedicated practitioners.
NIGP is currently using a hybrid work model. Most of our employees can work 100% virtual depending on their job. We do have offices in the Herndon, Virginia area where we do gather for employee events.