What are the responsibilities and job description for the Customer Relations Manager position at American Speech-Language-Hearing Association?
Responsibilities
- Provide a positive experience and professional service to external and internal ASHA customers.
- Respond promptly to telephone and email contacts and perform timely updates and adjustments to member accounts.
- Investigate inquiries thoroughly, apply initiative and creativity in troubleshooting and resolving problems, and report service trends to supervisors and the team.
- Maintain up-to-date understanding of policies and procedures and a wide range of organizational knowledge to promote ASHA membership and certification, and to provide information on ASHA programs, products and services.
- Employ best practices and efficient use of the telephone system and other contact center technology to meet established service levels.
- Process orders and payments for ASHA dues and fees and ASHA products and services, including certification application fees and payments for the CE Registry and Special Interest Groups; initiate refunds, claims, and reimbursement for dues / fees and for products and journal orders as required.
- Utilize consultative selling skills and an in-depth knowledge of ASHA products and offerings to increase sales and non-dues revenue
- Provide technical support to assist members with accessing online services and content including webinars, journals, online communities, and online dues renewal.
- Participate in outbound telephone campaigns.
- Apply knowledge of association’s functional areas to appropriately direct inquiries within the National Office, as required.
- May include some travel to attend annual ASHA conventions.
Qualifications
Knowledge typically acquired through :
