Web & Internet Application Response Specialist

(6 Positions Available) 


 

Description

The American Institute of Certified Public Accountants (AICPA) is in the process of relocating a substantial portion of its business to Durham, NC.  Join us in our new facility as a Web & Internet Application Response Specialist on our Service Center Operations (SCO) Team, and help us grow.

The Web & Internet Application Response Specialist is responsible for responding to all inbound inquiries from members regarding web or internet related issues (e.g., password resets, web link technical issues, and site navigation). The primary role of this individual is achieving qualitative and quantitative service level metrics in the most efficient and cost effective manner.The SCO Team serves to support the needs of members and customers along with AICPA-wide business initiatives. SCO is responsible for nearly 700K member inquiries and transactions annually and represents the business area with the most direct interaction with AICPA members.

ResponsibilitiesRepresent the SCO team in customer service performance discussions; Handle escalated member/customer issues; Respond to all inquiries via phone, email, fax, mail, or internet; Adhere to process guidelines to ensure service consistency; Deliver quality service on each interaction; Assist supervisor on quality assurance functions; Update the system with relevant information/transactions related to each customer contact; Available to handle customer inquiries at scheduled times; Identify and participate in projects and improvement initiatives; Perform daily reporting functions; Handle all escalated member issues; Keep up with practices, trends, and issues within the work area.

RequirementsExperience dealing with Web site or internet related issues; Quality assurance experience preferred; Technically inclined; Customer service experience; Exceptional verbal and written communication skills; Highly developed problem resolution skills; Basic level knowledge of Excel; Proven quality focus; Ability to work ?outside the box?; Ability to multi-task; Strong desire to succeed and contribute as an individual and as a team member.

Apply to

scojobs@aicpa.org

Please include the following information:The position you are applying for in the body of your email message; Your resume; A cover letter that describes your background; Your current salary

The AICPA is an EEO Employer