Information and Customer Service Specialist

Position Purpose: Field incoming telephone calls and emails, provide assistance to internal and externals customers, and monitor and maintain organization website and listserv database.

Primary Responsibilities

• Manage incoming calls and emails to identify needs and take appropriate action; for example, products, member serves, and technical assistance
• Update and manage ‘listserv’ to ensure relevant information is posted in a timely manner to members;
• Maintain the master file list and all files including the association and foundation mail lists, electronic lists, directories and member records
• Monitor, update and manage Website content
• Assist in preparation of meetings
• Receive, process and distribute mail
• Maintain staff calendars, vacation and leave schedules
• Support the Marketing & Communication Manager in clerical duties for Trade Show coordination
• Develop an ongoing understanding of the career technical education environment and the role of NASDCTE/NCTEF in serving the career technical education community
• Required to occasionally travel and may be requested to attend conferences and board meetings in the early morning hours or late evenings
• Other duties as assigned

Qualifications:

• Associate’s degree or equivalent plus three years of related experience in a busy administrative support role or customer satisfaction field, basic business math and data entry
• Knowledgeable of standard office equipment such as personal computer, laser printer, typewriter, copy machine, telephone, calculator, fax machine, scanner, LCD projector, multi-line phone system etc.; including proficiency with computer software programs, such as, Windows 2000, Word, Excel, PowerPoint, Access and ability to type 70 words per minute accurately
• Excellent English language oral and written communication skills, proficiency in spelling, punctuation, grammar
• Ability to develop and maintain positive relationships with a wide variety of people, including but not limited to, board members, staff, government officials, state directors, key stakeholders, community partners
• Ability to work independently, accurately and meet deadlines; simultaneously manage multiple projects/tasks,
• Ability to think critically and use good problem solving judgment
• Excellent organizational and customer relationship management skills
• Handle confidential and sensitive information with discretion
• Hold a valid driver’s license within the commuting areas, have access to a reliable car with current insurance or access to a reliable/flexible transportation source

Supervision Received: The Information & Customer Service Specialist works under the direction of the Associate Director - Operations

Supervision Exercised: None

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, stand, walk, use hands to finger, handle or feel objects, tools or controls, and reach with hands and arms.

The employee must occasionally lift, carry and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.