Customer Service Representative

POSITION:
Customer Service Representative

LOCATION:
Providence Rhode Island

Report To:
Senior Customer Service Manager

Department:
Customer Service

The American Mathematical Society (AMS), founded in 1888, is a non-profit membership organization that is dedicated to advancing research and connecting the diverse global mathematical community through our publications, meetings and conferences, Math Sci Net , professional services, advocacy, and awareness programs. The AMS has 30,000 members worldwide and offices in Rhode Island, Michigan, and Washington, DC.

• Excellent work-life balance with potential for hybrid work
• Generous benefit offerings including:
• 9.5% employer contribution to 403(a) Retirement Plan
• 100% employer-paid Life, AD&D, Short- and Long-Term Disability Insurance
• Medical and dental coverage with employer cost share
• Voluntary vision, Life/AD&D, and Long-term Care Insurance available through payroll deduction
• 12 paid holidays
• Generous paid time off
• Technology equipment reimbursement for applicable roles

Under the direction of the SR. Customer Service Manager, the Customer Service Representative will provide timely service to all members and non-members of the American Mathematical Society (AMS) in accordance with department and AMS policy. Anticipate, identify, and respond to customer service requests and inquiries in a timely and professional manner.

• Handle all transactional aspects of assigned groups (consortia/commercial or member/direct sales) including renewal quote solicitation, order entry, and collections.
• Maintain a strong knowledge of policies and procedures used in the maintenance of AMS member and customer relationships.
• Identify and respond to customer service requests and inquiries rapidly.
• Organize and prioritize workload daily.
• Order entry and Cash Processing (including Daily Job Stream, Statements and Balancing Accounts)
• Maintenance of Customer Master File (additions, address updates, deletes, and demographic information)
• Various special projects related to individual and non-individual customers and members.
• Perform other or similar related duties as requested or assigned.

• The Customer Service representative will collaborate with both internal staff and external customers.

• None

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Minimum 2 years’ customer service experience required.
• Understanding of basic bookkeeping (debits, credits, etc.)
• Ability to learn about AMS products in order to provide the best level of service to customers.
• Ability to work with a minimum of supervision (self-directed; can plan and organize own work)
• Ability to respond to changes in priorities and to multi-task.
• Ability to evaluate problems and develop solutions.
• Ability to follow instructions, both written and oral
• Working knowledge of accounting practices
• Dependable, organized and detail oriented with strong written and verbal communication skills.
• Ability to learn the current AMS database and future planned updates.
• Previous experience with Windows Office Suite Software (Excel, MS Word, Outlook, etc.)

• Demonstrates understanding of organization’s mission, structure, culture, and constituencies.
• Demonstrates knowledge of own department’s work activities and mission; understands how own job impacts work of department.
• Responds positively to changes in the organization and the workplace.
• Demonstrates flexibility in responding to work demands.
• Demonstrates and communicates respect for the opinions and beliefs of other people at all levels and fosters a climate of mutual respect.
• Plans and organizes work effectively.
• Accepts accountability for job performance and results.
• Works effectively with others in a variety of settings.
• Uses effective communication tools (e.g., presentation, verbal,…