Customer Service Representative; Hybrid

Overview

Full Time | Hybrid |

Location:

NATP Headquarters – Appleton, WI. Pay Range: $20.00 – $24.00 per hour.

At NATP, our members are at the center of everything we do. As a Customer Service Representative, you’ll be a key connection point for our members—helping them understand their benefits, supporting renewals and retention, and providing friendly, knowledgeable service across our products and services. This role is perfect for someone who enjoys helping others, thrives in a collaborative environment, and feels comfortable balancing phone-based support with detailed administrative work.

These responsibilities are representative of the role, though additional duties may be assigned as needed.

• Serve as an ambassador of NATP’s Values:
  Excellence, Respect, Inclusion & Belonging, and Passion
• Answer incoming calls and assist members and other callers with service requests, including membership, registrations, orders, and referrals
• Complete outbound calls to new members as coordinated by the Team Lead, including follow ups and tracking call statistics
• Accurately process membership, registration, and bookstore transactions following established procedures
• Support mail processing, deposits, record updates, shared email inboxes, fulfillment projects, and member packets
• Assist with database projects such as surveys, demographic updates, and member record cleanup
• Support team initiatives focused on membership growth and retention
• Assist with registration and event related projects, including support for registrants, instructors, and event setup
• Maintain and expand proficiency in Net Forum, our association management system
• Use and maintain proficiency in tools including Office
  365, Outlook, Word, Excel, Asana, SharePoint, Knowledge Center, Hub Spot, and Genesys

• At least three years of customer service experience and a genuine passion for serving members
• Strong written and verbal communication skills, with the ability to simplify complex information and provide clear follow up
• Intermediate computer skills and comfort working across multiple technology platforms
• Adaptability and comfort working in an environment that is continually evolving
• Strong attention to detail, accuracy, and the ability to meet deadlines

• Hybrid work model, with onsite work at NATP headquarters in Appleton, WI approximately two days per week
• Standard work schedule is Monday through Friday, averaging 40 hours per week
• Occasional evening or weekend hours may be required to support business needs

• Three medical plan options with employer HSA contribution
• Dental and vision insurance
• Medical and dependent care Flexible Spending Accounts (FSA)
• Paid basic life insurance with voluntary life options
• Accident, hospital, and critical illness insurance
• 401(k) retirement plan with employer match
• 13 paid holidays
• Paid Time Off (PTO), plus Birthday PTO and Volunteer Time Off
• Flexible work arrangements
• Employee Assistance Program (EAP)
• Paid short term and long term disability
• Tuition and certification support