Hybrid Global Customer Support Specialist

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

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.