Customer Relations Coord. (French Speaking)

Job description

S u mma ry Provides expert customer service and administrative support to association members and non-members. This position is primarily responsible for answering phone calls that are received on The IIA’s main contact line. This individual will monitor key metrics as defined by their supervisor and identify areas of improvement for department processes. This role will work directly with internal departments to complete requests and other administrative duties as required. Essential Duties and Responsibilities: - Provide exceptional and efficient customer service to our global membership and non-members. - Support requests from native French-speaking members as well as English-speaking members. - Respond to support tickets, e-mails, chats, and other requests as needed. - Understanding the policy and processes behind IIA business units. - Partner with internal departments as necessary to resolve requests in a timely and professional manner. - Escalate to team leads, senior agents, or supervisors as needed. - Identify themes and trends based on patterns or noticeable rises in support queues. - Performs other functions and special projects as assigned by management. Qualifications: T...