Job Description
Job Title: Customer Service Administrator
Submit Resume to: Recruiting@spe.org
SUMMARY
Primary person responsible for maintaining the customer contact tracking software and responding
to a high volume of emails received via spe.org. Respond to inquiries providing technical support by
analyzing, researching, testing and resolving problems in a timely manner while balancing customer
satisfaction, quality and service. Must work well in a team environment, be customer-focused, well
organized, and show initiative. Must be proficient in Excel and PowerPoint, have strong customer
service orientation and a proven track record of working with managers and supervisors to organize
and prioritize workflow. Must have experience in user testing.
ESSENTIAL DUTIES AND RESPONSIBILITIES includes the following. Other duties may be assigned.
 Responds to high volume of customer service inquiries via email and phone. Includes
providing detailed instructions to customers and assisting them with all online products and
services
 Writes customer communication drafts, reviews and updates drafts to keep them current with
changing business needs/workflows
 Tests and troubleshoots issues before responding to customers to ensure issues are resolved
 Creates detailed documentation for all service and support interactions and escalates issues as
needed to IT or vendors and communicates issues with department staff
 Provides efficient and expedient data management and/or resolution related to all member
record maintenance including processing applications, payments, profile updates etc. Must
become proficient as a SME (subject matter expert). Familiarity with advanced concepts,
practices, and procedures is required to perform the functions of the job
 Runs reports for mgt from Zeacom weekly/monthly for department KPIs reports
 Works with other CS personnel to help build and improve their work product, provides training
related to the call center software and helps to develop a better understanding of internal
systems, and improve process efficiency
 Makes recommendations for improvements on customer service systems, work flows and
procedures
 Helps identify and validate system failures for escalation to IT Support
 Provides weekly status reports and works with supervisor/manager for workflow assignments as
well as weekly reporting of time
 Makes outbound calls to new members to ensure receipt of membership materials and
successful access to spe.org.
 Creates and sends out volunteer Letters
 Administers the member certificate program for years of recognition
 Maintains CS department SharePoint site
 May occasionally require overtime for time sensitive projects
 Performs other tasks as assigned by management
Job Description
QUALIFICATIONS AND SKILLS
The following minimum qualifications are required in order for an individual to perform the essential
duties and responsibilities of this job:
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Requires the ability to think independently and exercise good judgment
Exhibits leadership qualities; technical aptitude; communicates effectively with others and is
consistent, persistent, and insightful
Demonstrates active listening skills and communicates with a clear, pleasant speaking voice
and exhibits a strong focus on providing high quality customer service
Demonstrates team player mentality, and is enthusiastic, positive, courteous, and patient
Requires the ability to work independently, problem solve, make decisions with minimal
supervision, and adapt to frequent changes, delays, and unexpected events
Requires strong organizational skills and focus on details
Exercises good judgment, keeping in mind company policies and procedures
EDUCATION and/or EXPERIENCE
 College degree preferred and at least 5 years of experience in a related position, or equivalent
experience
 Strong computer background and extensive experience working in Windows and Microsoft
Office applications (MS Word, Excel (proficient), Power Point, and Outlook) is required
 Inbound call centre experience or equivalent is required
 Previous technical software and web-based support experience is not required, but desired
LANGUAGE/COMMUNICATION SKILLS:
 An excellent command of verbal and written English is essential
 Ability to speak, read and write other languages is an advantage
 Ability to read and comprehend instructions, correspondence, and memos
 Ability to write business correspondence, using structure and content of the English language
including the meaning and spelling of words, rules of composition, and grammar
 Must communicate effectively in writing to meet the needs of the audience
 Communicate information and ideas in speaking so others will understand
 Ability to effectively present information in one-on-one and small group situations to customers,
members and other employees of the organization
MATHEMATICAL SKILLS
 Ability to add, subtract, multiply, or divide quickly and correctly
OTHER SKILLS AND ABILITIES
 Strong relationship-building and coaching skills
 Resourceful, assertive, independent and result oriented
 Self-motivated and proactive
 Professional in appearance and manner
 Able to work on multiple projects simultaneously and meet deadlines
Job Description
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Able to work with frequent interruptions
Excellent organizational skills
Must be computer literate
Customer service oriented
Data entry experience
Superior telephone skills
Detailed oriented
Ability to work independently
Excellent interpersonal skills
PHYSICAL DEMANDS
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.
While performing the duties of this job, the employee is regularly required to use hands to finger,
handle, or feel objects, tools, or controls and talk or hear. The employee frequently is required to sit.
The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel,
crouch, or crawl.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by
this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the
ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential functions. The noise level in the
work environment is usually quiet.