Edgar Cayce's A.R.E.

OTS 16-007

Customer Service Quality Control Specialist

Posting Date: 5/16/2016
Closing Date: 5/30/2016

Job Title: Customer Service Quality Control Specialist
FLSA Classification: Non-Exempt (hourly)
Status & Hours: Regular Full-Time, 40 hours per week
Department: Customer Service (520) 
Position Reports To/Evaluated By: Customer Service Manager

Job Overview:

Perform quality control review of Customer Service department process to include incoming mail, data and order entry and code verifications. Monitor processes for application of organizational policies and department procedures to ensure quality standards are met. Track, batch, and deposit all funds processed for the organization. Assist with month-end processes as required by Customer Service and Accounting departments’ procedures.

Job contingent upon satisfactory passing of standard background security check.

Responsibilities (include but are not limited to):

  • Ensure prompt and accurate data and order entry by customer service associates; provide feedback on errors as needed.
  • Maintain control log for mail and corresponding payments; ensure that all monies are controlled, accounted for, and deposited on a daily basis.
  • Open and sort mail by category: contributions, membership, conferences, sales; batch together according to category type as established by department procedures
  • Code sources; date and assign batch numbers; balance and prepare deposits
  • Maintain and update file of codes used for financial processing; code items to be batched and review for accuracy.
  • Set up, update and maintain file for memorial and special transaction codes and for automatic and recurring donations.
  • Maintain up-to-date knowledge of current offers, promotions and codes. Monitor use of business reply and return postage accounts; replenish funds as needed.
  • Month-end responsibilities to include verification of all processed payments (cash, credit card), posting of all batches, batch report tallied and balanced.
  • Verify that Total Funds Processed balances and matches with both Finance Department total deposits and IT Department summary...
  • Process scholarship requests, life membership payments, returns, and gift membership mailings.
  • Other related duties and activities as needed and/or requested.

Required Education and Experience:

  • High School graduate with business training or equivalent required;
  • Minimum of four years’ work experience required in accounting, customer service, to include cash handling responsibilities; experience with membership management software, (Aptify) preferred;
  • Two or more year’s college/technical school study in accounting, business or closely related field.

Required Knowledge, Skills, and Abilities:

  • Knowledge of philosophy and acceptance of the key principles in the Edgar Cayce readings, particularly kindness, active patience and a service orientation is required.
  • Solid knowledge and comprehensive application of internal controls is required.
  • Good working knowledge of A.R.E. resources and available services is desirable.
  • Intermediate level of analytical, technical and problem solving skills required.
  • Intermediate to advanced computer skills required in Microsoft Office including Outlook, Excel, Word, web-based tools.
  • Intermediate level of typing/data entry skills required, with high visual acuity and close attention to detail/accuracy required; ability to operate a ten key calculator.
  • Excellent communication skills -- oral, written and listening– demonstrating cooperation, diplomacy, persistence, kindness, and clarity – is required.
  • Excellent interpersonal/customer service skills required – including the continuous demonstration of courtesy, friendliness, patience, kindness, and cooperation with a service orientation.
  • Required ability to set priorities among competing responsibilities, using values of importance to the organization, departmental needs, and urgency as some of the criteria.
  • Ability to meet deadlines consistently while working under broad supervision and exercising independent, professional judgment.
  • Ability to work in an organized manner, providing consistent follow up on tasks; attention to detail is essential.
  • Ability to work well in a team environment as well as independently; be knowledgeable, helpful, and congenial with members, donors, and coworkers
  • Demonstrated ability to keep confidential all Customer Service and A.R.E. related information, including donor, member, customer and staff information required.
  • Emotional intelligence and maturity – demonstrating adaptability, engagement and enthusiasm.
  • A good sense of humor.

Special Job Requirements:

  • Job contingent upon satisfactory passing of standard background security check.

Physical Requirements:

  •  Requires lengthy periods of sitting and using a computer keyboard, looking at a computer screen.
  • On occasion may need to walk on uneven ground and use staircases in historical buildings without an elevator.