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Customer Operations Associate

Company: PMI (Project Management Institute)
Location: Bridgeport
Posted on: November 16, 2022

Job Description:

Customer Operations Associate

United States * Virtual

Req #307

Monday, October 31, 2022

Are you a dreamer, innovator, thinker and a doer who believes in contributing to something that makes a difference? Bring your passion. Join PMI.

How will you make a difference to PMI?

You will assist in the support of change across the group by thinking outside of their functional unit and with assistance from higher management. You will have the ability to think outside of the box while planning creatively to support change on an on-going. You will be moving away from the parochially limited vision of their specific functional unit and working broadly as a cross-functional team and as a member of PMI to drive global customer centricity.

What you'll bring to the role:

  • You will respond to and resolve consistently high-volume customer-related inquiries and problems from customers and co-workers (i.e. general and specific questions about the organization, payment inquiries) in a professional, accurate, and timely manner consistent with the Customer Inquiry & Response process. Log all customer inquiries into the customer database, validate data with the customer, assure accurate case entry, assess priority, and set expectations.

  • You will escalate inquiries as required and maintain ownership as needed, directing individuals to the appropriate source, or coordinating needed information (ex. literature about PMI, membership, programs, services, web site).

  • You will support marketing and cross-selling of PMI's products and services through targeted discussions and review of benefits (i.e. membership) with prospective or existing practitioners in the course of responding to inquiries.

  • You will analyze customer contacts and questions to identify trends in customer inquiries, including common issues or problems experienced by practitioners, as well as provide recommendations for resolution. Escalate problems to management for resolution and department-level review as appropriate.

  • You will participate in outbound calling campaigns as needed, supporting goals for retention and renewal of members, certificates, and other practitioners.

    Role Profile Qualifications

    • Bachelor'sdegree within a related field (preferred)

    • Proficiency in the business language for PMI (English) (required)

    • 1+ years of professional workexperience in a Customer Serviceor related field.

    • Self-awarenesswith the ability to navigate difficult interpersonal scenarios.

    • Overall understanding of business imperatives,sensitivities and various approaches.

    • Knowledge of industry standards in customer service and/or operationsenvironments.

    • Experienced in new and emerging digital communication platforms.

    • Strong verbal/written communication, collaboration, and presentation skillsin an environment driven by customer service andteam work.

    • Capable of maintaining strong professional relationships with ability to influence all levels across the organization.

      What you'll get from PMI

      Through our certifications, professional development, communities and membership, we support more than three million people in nearly every country in the world.

      And we believe in supporting our employees, too.

      Join us and:

      * You'll get an excellent total package, not just great pay.
      * You'll grow professionally.We'll work with you to make the right development choices for your career. The skills you gain will help you to get the most out of your time with us, and make you more marketable in the future.
      * You'll make an impact from day one.We'll put you on stimulating projects, with people from diverse working backgrounds (and cultures, if the project's global). And if you have a bright idea, we'll help you to develop it.
      * You'll be part of a culture you can be proud of.We're friendly and inclusive - it's what makes us unique. So we'll support and help you from the moment you join. And you'll do the same for us.

      Want to grow, develop and thrive at PMI? Find out more and apply today.

      Other details

      Pay Type


      Apply Now

      • United States

      • Virtual

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Keywords: PMI (Project Management Institute), Bridgeport , Customer Operations Associate, Other , Bridgeport, Connecticut

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