Customer Care Representative

American Association For Laboratory Accreditation; Boulder (CO); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

403(b) retirement plan

Medical, dental, HSA, FSA benefits

Life insurance

Short/long-term disability

Tuition reimbursement

Paid time off

Job summary

The American Association For Laboratory Accreditation (A2LA) is seeking a Customer Care Representative to join our expanding team in Boulder, CO. You will collaborate with Business Development and Accreditation Services to deliver proactive customer service and support across multiple channels.

You should be a strong communicator with empathy, capable of handling inquiries via email, phone, chat, and in person, and comfortable using CRM software.

Qualifications

• Excellent communication and active listening skills.
• Service-oriented with the ability to resolve customer concerns.
• Proficient computer skills and the ability to learn new software.
• Ability to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt to different people.
• Desire to learn about A2LA services.
• High school diploma or equivalent.
• Customer service experience required.
• Experience with Salesforce or another CRM is a plus.

Responsibilities

• Collaborate with Business Development and Accreditation Services to provide excellent, proactive customer service.
• Respond promptly to customer inquiries via email, phone, chat, or in person.
• Maintain records of customer interactions and transactions.
• Promote and educate customers on A2LA services and generate sales leads where possible.
• Assist with applications, batching, final accreditation, annual reviews, and extension processes.
• Receive and process requests for quotes.
• Go the extra mile to ensure customer satisfaction.

Skills

Excellent communication

Customer service

Empathy

Active listening

CRM experience

Proficient with computers

Time management

Adaptability

Sales awareness

Education

High school diploma or equivalent

Tools

Salesforce or CRM

Job description

Description

As part of our continued growth and commitment to excellence, we’re looking for motivated individuals to join our expanding team. This is a unique opportunity to be part of something new while contributing to A2LA’s long-standing mission of promoting quality and safety. If you’re seeking a meaningful role in a collaborative environment, we’d love to hear from you!

Organization Overview

A2LA is a non-profit, public service membership organization offering compliance and accreditation services to organizations all over the world. A2LA is dedicated to formally recognizing testing, calibration and other laboratories and related organizations for their quality and technical competency with a variety of international standards (ISO/IEC 17025, ISO 15189, etc.), federal requirements (FDA, GLP, FCC, etc.), state (cannabis, etc.), and local requirements (water testing, etc.).

Whether it is the clean air that you breathe, the water you drink or the vehicle you drive, A2LA helps make the world a better, safer place by working to ensure that organizations are releasing products and services that are meeting testing and quality standards. Detailed information about our services can be found on our website at https://www.a2la.org/about.

The Role

The Customer Care Representative is responsible for collaborating with the Business Development and Accreditation Services to provide excellent, proactive customer service.

About You

You are a big-picture thinker who is passionate about the customer experience and the industries we serve. You can maintain a positive attitude, express empathy, and practice active listening. You’re someone who embraced change, demonstrated patience, and offers solutions.

Requirements

• Maintain a positive, empathetic, and professional attitude toward customers.
• Respond promptly to customer inquiries and requests.
• Communicate with customers through various channels (email, phone, chat, in person), both inbound and outbound calls.
• Collaborate with Business Development on items including but not limited to, advocating for the customer throughout the sales process, developing creative solutions to customer concerns, maintaining and reporting data from systems of record, and serving as a liaison between Accreditation Services and Business Development.
• Assist Accreditation Services with a variety of assignments, including but not limited to, applications, batching, final accreditation, annual reviews, facilitation of assessor and CAB initial interactions, and extensions.
• Receive and process requests for quotes.
• Keep records of customer interactions, transactions, comments, and concerns.
• Ensure customer satisfaction and proactively provide professional customer support - go the extra mile.
• Promote and educate customers on all services A2LA offers (i.e. accreditation services, membership, annual conference, etc.), and generate sales leads when possible.
• Performs other duties as assigned.

Qualifications

• Excellent communication skills including active and reflective listening.
• Service-oriented and able to resolve customer concerns.
• Proficient computer skills with the ability to learn new software.
• Ability to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of people.
• Ability and desire to learn about A2LA services.
• High school diploma or equivalent.
• Customer service experience required.
• Experience with Salesforce or another CRM is a plus.

Benefits and Compensation

• The salary for this position is commensurate with experience.
• The wage range is $20.00 – 25.00 per hour.
• 403(b) retirement plan including fixed employer contributions as well as a robust benefits package, which includes medical, dental, HSA, FSA (medical and dependent), life insurance (sponsored and voluntary), short- and long-term disability (sponsored) employee assistance program (EAP), AFLAC, tuition reimbursement and other pre-taxed benefits, paid-time off, 10 paid government holidays, 1 floating holidays, training and development, career advancement opportunities and much more!

Working Environment & Physical Requirements

The physical demands and work environment described here reflect those of a person, in this position, will typically encounter.

• Physical Demands: While performing the duties of this job, the employee is required to walk; sit for long hours, use fingers for typing; talk and hear. Specific vision abilities required by the job include close vision for reviewing documents on the computer or in hard-copy state.
• Work Environment: Work is performed in an office setting. Hours are 10:00 – 6:00 PM.

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

A2LA is an equal opportunity employer. A2LA does not discriminate in employment based upon race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service, or any other federally protected classification.

Military/Military Spouse Personnel are encouraged to apply.