Global Engagement Advisor (Hybrid) — Growth & Impact

Aicpa; North Carolina; Hybrid; USD 35,000 - 47,000; Full time

Job summary

The Association in the United States is seeking an Associate Advisor for the Global Engagement Center to support members, students, and customers across phone, email, chat and other channels. The role emphasizes high-quality service and collaboration within a diverse team, reporting to the Associate Director - Global Engagement Center.

Initially in-office for six weeks, then a hybrid schedule with at least two days per week in the Durham, NC office.

Qualifications

• Experience in a multi-channel customer engagement environment.
• Experience meeting quality, service, productivity, 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

Customer service experience

Communication skills

Data-driven problem solving

Education

Bachelor's degree or equivalent

Tools

CRM systems

Case management systems

Job description

The Association in the United States is seeking an Associate Advisor for the Global Engagement Center to support members, students, and customers across phone, email, chat and other channels. The role emphasizes high-quality service and collaboration within a diverse team, reporting to the Associate Director - Global Engagement Center.

Initially in-office for six weeks, then a hybrid schedule with at least two days per week in the Durham, NC office.