We are looking for a Customer Experience Representative to join our membership team!
This position is a key role within the FICPA's Membership team, responding to a broad range of inquiries and requests including membership information, CPE requests, applications, renewals, and records changes for members. The successful candidate will possess outstanding customer service, clear and pleasant oral and written communication, and accurate data entry skills, as well as aptitude to adopt complex systems. The representative works with internal teams to create excellent member experiences.
Key Duties and Responsibilities:
Communicate professionally with members via phone, email, face to face and through social media resources.
Process receivables accurately and timely (e.g. lockbox, member application and renewals, and CPE registrations), CPE orders, member applications, updates, and data entry as needed.
Build and foster positive working relationships with members, firm administrators, and contacts. Utilize obtained knowledge to proactively promote FICPA tools, memberships, benefits, and educational opportunities to potential, past and current members.
Utilize FICPA and other associated resources to keep abreast of current general legislation and rules affecting the CPA/Accounting profession, thereby enabling more effective communication with customers and accounts.
Analyze customer needs, making recommendations as appropriate. Up-sell FICPA products, services, benefits, and educational opportunities to accomplish the total customer service experience.
Maintain records of customer inquiries, comments, and complaints. Keep thorough reports as instructed on projects for evaluating member pulse and campaigns.
Alert supervisor of trends in customer calls and recommend process improvements
Other administrative duties as assigned.
***This is an in-office position with the opportunity to work a hybrid in-office/work from home schedule after six months of employment***
Applications will be accepted through Tuesday, May 10, 2022
Graduation from high school or an equivalent certificate and knowledge of customer service principles and practices. Proficient in general computer applications (Microsoft Word, Excel, Outlook).
Competencies:
General administrative and clerical practices including filing, proofing, basic grammar, and correspondence formatting.
General working knowledge of the internet, with the ability to quickly find information.
Basic accounting principles.
Skills in building interpersonal relationships, customer service, telephone etiquette, analytical reasoning, word processing, and data entry and retrieval.
Communicate effectively including verbal and in written interactions, as well as the ability to listen attentively, respond appropriately, and speak clearly.
Prioritize work tasks efficiently and perform multiple tasks.
Negotiate and apply reasoning skills in the customer service environment.
Gather information, identify customer needs and corresponding products that would be beneficial to the customer.
The Florida Institute of Certified Public Accountants serves as the association for all CPAs certified in the state. Founded in 1905, the FICPA has been working to advance the accounting profession in Florida for more than 100 years and now has more than 19,500 members. Continued membership growth and renewal has made the FICPA one of the largest CPA organizations in the United States.
