RCCYF Customer Service Team Lead

RCCYF Customer Service Team Lead

Serve as Customer Service Team Lead for the Research Center for Children, Youth, and Families (RCCYF), nonprofit publisher of social and behavioral assessment tools known as the Achenbach System of Empirically Based Assessment (ASEBA®). Functionally supervise customer service team members and perform essential accounting duties in a collaborative, mission-driven environment. Lead the delivery of excellent customer service to users of ASEBA® products, including mental health clinics, hospital systems, K-12 schools and research institutions.

Respond to clients by phone and email for those inquiries requiring elevation. Oversee accurate and timely processing of orders placed through e-commerce site for ASEBA® forms, web-based subscriptions, software modules, and manuals. Direct the review of purchase orders for compatibility with RCCYF payment terms and creation of accurate invoices via the sales/receivable system. Oversee fulfillment of orders for e-delivery products and preparation of tangible products for domestic and international shipping.

Pay vendor bills via online banking, post receipts (checks and EFT payments) to customer accounts, prepare mobile deposits of customer checks, reconcile and record daily bank activity to general ledger. Prepare weekly, monthly, quarterly and year-end reports. Oversee credit card merchant account activity and team's secure credit card handling practices. Liaise with accounting firm, sales/AR system vendor, credit card gateway, bank, printer, and ground carrier.

Support team's outreach to past due accounts for collection of payment, working closely with larger customers' accounts payable departments. Conduct outreach to authorized distributors for quarterly royalty reporting. Coordinate physical inventory counts and closely monitor inventory levels to forecast printing needs. Maintain product item information published to the online store. Propose process improvements to increase efficiency and effectiveness. Maintain confidentiality of sensitive customer and financial information.

Minimum Qualifications (or equivalent combination of education and experience) - Associate's degree and 1-3 years of experience in customer service, accounts receivable, and/or accounts payable, or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired. Excellent written and verbal communication skills. Heightened attention to detail and readiness to become knowledgeable about ASEBA® offerings.

Desirable Qualifications
- Team lead or supervisory experience. Bachelor's degree in psychology. Experience with Quick Books and e-commerce.

Anticipated Pay Range - $25.00 - $32.00/hour.

Other Information
- Ability to occasionally lift up to 25 pounds and to stand for extended periods.

Special Conditions - A probationary period may be required, contingent on continued funding, occasional evening and/or weekends required (if non-exempt position, may result in overtime), this position is eligible for a hybrid schedule with an option to split time between campus and elsewhere, in accordance with the university telecommuting policy, background check required for this position.

FLSA
- Non-Exempt.

Union Position
- Yes, UVMSU.