Customer Care Representative

The Company
WE ARE ASQ: EXCELLENCE THROUGH QUALITY
ASQ is the leading membership association to help quality professionals achieve their career goals and drive excellence through quality in their organizations and industries. We provide expertise, knowledge, networks, and solutions to a global membership of individuals and organizations spanning more than 140 countries. ASQ was founded in 1946 and is headquartered in Milwaukee, Wisconsin.

The Position
The Customer Care Rep provides high-quality service to ASQ customers and is responsible for answering all customer requests via multiple channels of communication including chat, e-mail, and phone. The ideal candidate will be a strong communicator who values teamwork and accountability, is able to work in a fast-paced environment with high levels of multi-tasking, and who is dedicated to providing a positive customer experience.

This role is a non-exempt position. The hourly compensation range for the role is $15.58 to $19.48 based on experience and overall fit.

Main Responsibilities

• Professionally handles incoming communications and service ticket requests from customers and ensures that issues are resolved both promptly and thoroughly.
• Efficiently gathers customer information, accesses and fulfills customer needs, educates the customer (where applicable) to prevent the need for future contact, and documents interactions through contact tracking in the CRM platform, Fonteva.
• Provides quality service and support in a variety of areas including, but not limited to: placing orders, invoicing, and system troubleshooting.
• Upsells ASQ's products and services and builds strong relationships with internal customers to ensure maximum results for issue resolution for all customers.
• Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer's experience.
• Adheres to ASQ Competencies: Trust, Accountability, Collaboration, and Transparency
• All other duties as assigned.

Working Conditions and Physical Requirements:

Hybrid Office Environment with 2+ days in office at the Milwaukee Headquarters location.

Bring Your Best: Position Minimum Qualifications

• A high school degree;
• A minimum of 1 year of customer service experience in a fast-paced environment;
• Or an equivalent combination.
• Must be able to comply with attendance and timeliness policies.

The Location
ASQ is conveniently situated in downtown Milwaukee, immediately adjacent to major freeway exits and the robust downtown economy.The Avenue MKE and Riverwalk access provides our employees easy indoor and outdoor access to shopping, restaurants, and coffee shops. Our office space is in a historic building incorporating newly designed workstations, an option for sit/stand desks, and community and collaboration space. We also offer a hybrid work environment that offers staff the option of working from home up to 3 days per week.

Why You Should Apply
At ASQ, our philosophy is that performance-driven pay provides a foundation for a complete benefit package that helps you live your best life, both at work and at home. Competitive base pay, outstanding benefits, opportunities for learning and growth, programs to help you plan for the future and perks that inspire your downtime are all part of ASQ's total compensation package.