Global Engagement Advisor (Hybrid) - Customer Support & Impact

AICPA; Durham (NC); Hybrid; USD 41,000 - 47,000; Full time

Benefits offered by this job

Healthcare

Retirement

Paid time-off

Parental leave

Employee assistance program

Job summary

The Association is seeking a Contact Center Advisor in Durham, NC to support members, students, and customers across phone, email, chat and other service channels.

You will complete a six-week in-office training, then transition to a hybrid schedule with at least two days on-site weekly, reporting to the Associate Director - Global Engagement Center. A rewarding path within the GEC awaits.

Qualifications

• Relevant work experience and a degree-level qualification.
• 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.

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.

Job description

The Association is seeking a Contact Center Advisor in Durham, NC to support members, students, and customers across phone, email, chat and other service channels.

You will complete a six-week in-office training, then transition to a hybrid schedule with at least two days on-site weekly, reporting to the Associate Director - Global Engagement Center. A rewarding path within the GEC awaits.