Specialist, Customer Service - Chapter Support

Description

The following statements are meant to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Position Purpose and Summary

The Specialist, Customer Service – Chapter Support works collaboratively with all members of the Customer Support Service Center and the organization to support the successful administrative implementation of customer service-related outcomes for chapters and their leadership regarding day-to-day operations and special projects. The Specialist responds to numerous routine inquiries, frequently using database files and other available staff resources and tools. Further, the Specialist conducts research of historical member/chapter records/files and other sources when needed and performs follow-up procedures to ensure that inquiries and requests are answered accurately and professionally. The Specialist may also gather data to assist in preparing reports, and when required, provide backup to team members.

Duties and Responsibilities 

· Supports and leads in the management of systems that efficiently respond to chapter requests and inquiries of high importance, such as membership verification for Omega Omega ceremonies, membership intake, chapter compliance, member management/Red Zone, ceremonial and protocol support, and other processes as necessary for chapter, regional, and national leadership.

· Supports the Compliance Help Desk lead to manage compliance tickets by providing technical assistance to chapters, regional, and national officers related to non-financial compliance inquiries, including, but not limited to, the forms that encompass the following: Chapter Dashboard, Chapter Profile, Annual Report of Chapter Officers (AROCO), and the Reporting Hub. Works directly with other National Headquarters staff and national committee stakeholders to ensure technical issues are reported in a timely manner.

· Assists authorized chapter officers in navigating through the Red Zone.

· Assists with the system for local, regional, and national requests for ceremonial regalia during the Sorority’s Founders Day ceremonial period (January through March).

· Assists with the support of chapter needs as it relates to member management/chapter management/Red Zone, ceremonial and protocol support, membership intake, compliance, and other processes as necessary.

· Provides Help Desk services to assist members with online registration for national and regional conference events.

· Identifies new tools, technologies, and techniques to better assist chapters with respect and recognition of Delta Sigma Theta dignitaries.

· Keeps Delta Sigma Theta’s leadership aware of misuse and abuse of the Sorority’s rituals, ceremonies, protocols, and traditions.

· Assumes other duties at National Headquarters, national conventions, and regional conferences as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

· Member of Delta Sigma Theta Sorority, Inc., with knowledge of the Sorority’s governing documents. 

· Committee or leadership experience at the regional or local chapter level, preferred.

· Bachelor’s degree in business administration, liberal arts, or related field. 

· Five (5) years of experience in a customer service environment. 

· Excellent verbal and written communication skills. 

· Strong research skills that include gathering and evaluating information. 

· Strong analytical, planning, organizational, and time management skills. 

· Demonstrated initiative and ability to work under time-sensitive schedules. 

· Ability to multi-task, meet aggressive deadlines, and execute tasks in a fast-paced environment. 

· Ability to work independently and as a team player. 

· Demonstrated ability to effectively communicate with Delta Sigma Theta dignitaries, members, and chapters.

· Must be able to travel as necessary for major events where staff participation is required.

· Relocation assistance is not available. Must reside within a 50-mile radius of National Headquarters by the start of work.

Americans with Disabilities Act (ADA) Compliance

The ADA prohibits discrimination against people with disabilities in employment, transportation, public accommodation, communications and governmental activities. The ADA also prohibits discrimination against qualified individuals with disabilities in job application procedures, hiring, firing, advancement, compensation, job training and other terms, conditions and privileges of employment. Delta Sigma Theta Sorority, Inc., is an equal opportunity employer.

Benefits

Medical, dental, vision, disability and life insurances, 401(k) retirement and paid leave