National Fire Protection Association Hiring for Part Time Contact Center Representative at Remote Full Time

About us

The National Fire Protection Association’s mission is to help save lives and reduce loss with information, knowledge and passion. Dedicated to the elimination of death, injury, property and economic loss due to fire, electrical and related hazards, the Association delivers information and knowledge through more than 300 consensus codes and standards, research, training, education, outreach and advocacy; and by partnering with others who share an interest in furthering the NFPA mission.

NFPA’s Contact Center team is looking to bring an enthusiastic Contact Center Representative to the team! The ideal candidate should display an unwavering enthusiasm for working with stakeholders and co-workers alike, and strive to provide only the highest level of customer support. The Contact Center Representative will receive inbound calls and emails regarding NFPA’s product and services offerings. The successful candidate will also be responsible for outreach efforts to retain members and subscribers, follow ups on lead generation, and assist with outbound campaigns via phone and email.

This position is part-time at 25 hours per week and requires some flexibility with hours.

· Receive inbound calls and emails regarding products and services and respond in a professional manner.

· Enter orders into using in house and web based systems.

· Provide details to customers about products and services using internal and external resources.

· Verify and update customer information as needed.

· Manage inbound calls to meet or exceed call center metrics while providing excellent consistent customer service.

· Follow up with customer request via phone and email in a timely manner.

· Participate in ongoing training for new products, processes and services.

· You have an Associate’s Degree and up to 3 years of related experience within a customer contact center.

· Bilingual in Spanish/English preferred but not required.

· You are able to prioritize work and understand the impacts on other team members.

· You are truly passionate about providing the highest level of customer service to stakeholders, and have an empathetic customer-centric mindset.

· You are able to communicate effectively, courteously and calmly to customers and co-workers with varying and competing needs and circumstances.

· Quick thinking on your feet, you have the ability to act quickly when responding to immediate stakeholder needs.

· “Team player” could be (or maybe is) your middle name, and you are completely comfortable working in a team environment and with many different individuals.

· Well-versed in technology, you understand the digital user experience and are familiar with CRM systems and have general knowledge of e-commerce platforms. Netsuite experience a plus.

· Working in multiple systems simultaneously is no problem for you.

· You are positively curious and want to understand the mission and goals of NFPA, and how you can make an impact as part of our team.

· You own your role and take responsibility for your output, following through, and understand that mistakes happen and can be learned from.

National Fire Protection Association provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Part-time

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Referral program
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Commission pay
• Differential pay
• Signing bonus

Work Location: Remote