Associations International is a full-service association management firm providing services and support for international and domestic associations. We focus on the needs of each of our partner associations, helping them build their membership, promote their missions, and support their value.
Above all, we nourish their ability to grow. We hire diverse and talented people who drive the success of our partner associations by bringing their talents, passions, and expertise to the team. We pride ourselves on creating a culture of respect and belonging and are proud to have been named a Best Places to Work in Kentucky award recipient for ten years and counting!
ABOUT THIS ROLE
The International Coaching Federation & Foundation (ICF) is the largest resource for business and personal coaches, representing more than 40,000 members and 30,000 credential holders. ICF supports and preserves the integrity of coaching through standards supported by the individual membership.
ICF is looking for a customer service manager. In this role you will have the unique opportunity to drive a best-in-class customer service function for a growing global company whose mission includes working to improve humanity. If you like to develop people, and collaborate with multiple teams, and solve complex challenges, this job might be for you…
Ultimately responsible for our primary customer service goals in the areas of response time, time to solve issues, and customer satisfaction.
Supervises the day-to-day activities of the One ICF Customer Service Team; this team is positioned to be the full-service customer service function for all initial customer service queries for the entire organization.
Responsible to create and maintain documentation for policies, procedures and FAQs.
Responsible to create and execute a training and on-boarding structure that supports new team members and helps create a “bullpen” of seasonal team members available during periods of heavy volumes.
Work to identify and streamline One ICF Customer Service processes to ensure efficiencies and identify potential new processes and services Evaluate emerging tools and technologies for consideration as part of ICF customer offerings (such as ChatBots, Language Tools, Regional Teams, etc.).
Model excellent customer service as a team leader by providing telephone and email service for ICF members and stakeholders.
Create and implement new procedures for One ICF Customer Service and extended staff (database/finance/tech procedures). Serve as a primary liaison between One ICF Customer Service and Tech for logistics and planning
A minimum of 3 years experience working within and/or managing a global customer service function.
Experience in the assessment and development of key customer service metrics, in line with best practices.
Familiarity and experience working in customer service technology solutions; FreshDesk preferred.
An undergraduate degree or combined education or related experience.
Communicate effectively, verbally and in writing to a diverse audience.
Demonstrate the highest level of ethical behavior.
Remain flexible in order to adapt to changes in work environment.
Study and apply new information, and take initiative.
Excellent time-management, problem prevention and problem solving skills.
Maintain confidentiality of sensitive information.
Work effectively, professionally and tactfully with AI’s workforce, team leaders, senior staff, and outside companies.
Possess a work ethic that includes neatness, punctuality and accuracy.
Exhibit a professional, businesslike appearance and demeanor.
Basic computer skills, including e-mail, word processing and spreadsheets.
Excellent interpersonal skills to facilitate interaction with the workforce.
Available to travel when needed.
WHY JOIN ASSOCIATIONS INTERNATIONAL?
Flexibility: hybrid, and in office options available
Competitive compensation: based on skills and experience
Benefits: Full benefit package including medical, and company paid dental, vision, long-term disability, and life insurance
Retirement: 401(k) plan which includes company contributions
Time Off: Comprehensive time off to do the things you love including holidays, vacation, sick, and floating holidays.
Culture: Best Places to Work in Kentucky award recipient 2013 - 2022.
Associations International is committed to creating a diverse environment and is proud to be an equal opportunity employer. AI recruits, employs, trains, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you have a disability or special need that requires support in applying, please reach out to our HR team at 859-219-3567.
Associations International is a full-service association management firm providing services and support for international and domestic associations. We focus on the needs of each of our partner associations, helping them build their membership, promote their missions, and support their value. Above all, we nourish their ability to grow.
We hire diverse and talented people who drive the success of our partner associations by bringing their talents, passions, and expertise to the team. We pride ourselves on creating a culture of respect and belonging and are proud to have been named a Best Places to Work in Kentucky award recipient from 2013-2021!