Contact Centre Advisor

AICPA; Durham (NC); Hybrid; USD 37,000 - 45,000; Full time

Job summary

The Association in Durham, NC is seeking a Contact Center Advisor to assist members, students, and customers across phone, email, chat, and other channels. You will join a collaborative team and report to the Associate Director - Global Engagement Center. The role begins with 6 weeks in-office and shifts to a hybrid schedule with 2+ days in the Durham, NC office.

The position offers opportunities for growth and impactful work shaping the accounting and finance profession globally.

Qualifications

• Relevant work experience and a degree-level qualification. Equivalent combinations of education and experience are welcome.
• Experience working within a multi-channel customer engagement environment.
• Experience meeting quality, service, productivity, sales, revenue, or customer satisfaction goals.
• Experience using customer service, contact center, or case management systems.

Responsibilities

• Support inbound, outbound, chat, email, social, technical, membership, or student service activities as assigned.
• Deliver professional responses and resolve member, student, prospect, or customer needs.
• Monitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.
• Help team members across channels and priorities where applicable.
• Partner with other teams to improve end-to-end customer journeys.
• Maintain accurate customer, membership, application, case, knowledge, or technical records in approved systems.
• Support campaigns and programs that improve retention, conversion, engagement, product awareness, and member value.
• Use data, feedback, technology, and process improvement to strengthen service efficiency and experience.

Skills

Multi-channel support

Goal oriented

CRM systems

Team collaboration

Education

Degree-level qualification

Job description

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Join our Global Engagement Center as a Contact Center Advisor and help members, students, prospects, and customers get the support they need across phone, email, chat and other service channels. You'll be part of a collaborative team focused on delivering clear, helpful and high-quality service. You will report to The Associate Director - Global Engagement Center.

Work Pattern: For the 6-week training period, you will be in-office every day. Thereafter, you will use a hybrid work schedule, with at least two days a week in our Durham, NC office. The role operates a 6.00am through 3.00pm and 9.00am through 6.00pm schedule at different points in the year depending on business demand.

Salary: $41,000 annually

Invest in your future with development opportunities to help you build expertise and grow your career.

Join a collaborative team where achievements are recognized and leaders are committed to helping you succeed.

Make an impact! Help members and students achieve their professional goals and shaping the future of the accounting and finance profession.

Enjoy variety and global exposure in a contact center environment where no two days are the same and you'll engage with members and students from around the world.

Have your voice heard by providing feedback on member experiences and contributing directly to service improvements across the business.

Unlock future career opportunities with a clear pathway for progression. Each year, between 20% and 25% of our GEC Advisors move into new roles, either within the GEC or across the Association.

What You'll Do:

• Support inbound, outbound, chat, email, social, technical, membership, or student service activities as assigned.
• Deliver professional responses and resolve member, student, prospect, or customer needs.
• Monitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.
• Help team members across channels and priorities where applicable.
• Partner with other teams to improve end-to-end customer journeys.
• Maintain accurate customer, membership, application, case, knowledge, or technical records in approved systems.
• Support campaigns and programs that improve retention, conversion, engagement, product awareness, and member value.
• Use data, feedback, technology, and process improvement to strengthen service efficiency and experience.

What we're looking for:

• Relevant work experience and a degree-level qualification. Equivalent combinations of education and experience are welcome.
• Experience working within a multi-channel customer engagement environment.
• Experience meeting quality, service, productivity, sales, revenue, or customer satisfaction goals.
• Experience using customer service, contact center, or case management systems.
• Experience within a professional association, membership organization, educational institution, or credentialing body is beneficial but not essential.

How We Support You:

We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options in and out of the workplace, including healthcare, retirement, paid time-off , parental leave , an employee assistance program . We provide resources that support your mental health, and evolve our offerings to meet your needs. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognize that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

About Us:

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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