As an NIGP Customer Care Representative, you will be 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 are:
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
Researches and verifies Mind Edge online course completion and assigns credits
Updates membership records and agency rosters
Acts as first point of contact for members
Mail Room Operations: Shipping & Receiving, process mail and packages,
Your Required Knowledge, 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
NIGP is an Equal Opportunity Employer, and values the strength diversity brings to our workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
EOE M/F/D/V are encouraged to apply.
To apply, please email resume along with salary history/requirements.
Visit www.nigp.org for more information about the Institute.
Additional Salary Information: 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.
NIGP: The Institute for Public ProcurementDeveloping, 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.