Customer Service Representative

POSITION: Customer Service Representative

LOCATION: Providence Rhode Island

ABOUT THE AMERICAN MATHEMATICAL SOCIETY

The American Mathematical Society (AMS), founded in 1888, is a non-profit membership organization that is dedicated to advancing research and connecting the diverse global mathematical community through our publications, meetings and conferences, MathSciNet, professional services, advocacy, and awareness programs. The AMS has 30,000 members worldwide and offices in Rhode Island, Michigan, and Washington, DC.

WHY WORK AT THE AMS

At the AMS we value excellence, inclusivity and teamwork. We work at the forefront of advancing and connecting the diverse mathematical community worldwide, and we are seeking curious, innovative, collaborative individuals to join our team.

• Excellent work-life balance with potential for hybrid work
• Generous benefit offerings including:
  1. 9.5% employer contribution to 403(a) Retirement Plan
  2. 100% employer-paid Life, AD&D, Short- and Long-Term Disability Insurance
  3. Medical and dental coverage with employer cost share
  4. Voluntary vision, Life/AD&D, and Long-term Care Insurance available through payroll deduction
• 12 paid holidays
• Generous paid time off
• Technology equipment reimbursement for applicable roles
• Tuition reimbursement
• Commitment to equity, diversity, inclusion and a welcoming environment

SUMMARY:

Under the direction of the Customer Service Manager, provide timely service to all members and non-members of the American Mathematical Society (AMS) in accordance with department and AMS policy. Anticipate, identify, and respond to customer service requests and inquiries in a timely and professional manner.

ESSENTIAL FUNCTIONS:

• Handle all transactional aspects of assigned groups (consortia/commercial or member/direct sales) including renewal quote solicitation, order entry and collections
• Maintain a strong knowledge of policies and procedures used in the maintenance of AMS member and customer relationships
• Identify and respond to customer service requests and inquiries rapidly
• Organize and prioritize workload daily
• Order entry and Cash Processing (including Daily Job Stream, Statements and Balancing Accounts)
• Maintenance of Customer Master File (additions, address updates, deletes, and demographic information)
• Various special projects related to individual and non-individual customers and members
• Perform other or similar related duties as requested or assigned

INTERNAL AND EXTERNAL RELATIONSHIPS:

• The Customer Service representative will work with both internal staff and external customers

SUPERVISORY RESPONSIBILITIES:

• None

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum 2 years customer service experience required
• Understanding of basic bookkeeping (debits, credits, etc.)
• Ability to learn about AMS products in order to provide the best level of service to customers
• Ability to work with a minimum of supervision (self-directed; can plan and organize own work)
• Ability to respond to changes in priorities and to multi-task
• Ability to evaluate problems and develop solutions
• Ability to follow instructions, both written and oral
• Working knowledge of accounting practices
• Dependable, organized and detail oriented with strong written and verbal communication skills
• Ability to learn the current AMS database and future planned updates
• Previous experience with Windows Office Suite Software (Excel, MS Word, Outlook, etc.)
• Must be authorized to work in the United States of America.

ATTRIBUTES AND COMPETENCIES: The following attributes and competencies are indicators of the skills and/or behaviors necessary to successfully perform the essential functions of the position:

• Demonstrates understanding of organization's mission, structure, culture, and constituencies
• Demonstrates knowledge of own department's work activities and mission; understands how own job impacts work of department
• Responds positively to changes in the organization and the workplace
• Demonstrates flexibility in responding to work demands
• Demonstrates and communicates respect for the opinions and beliefs of other people at all levels and fosters a climate of mutual respect
• Plans and organizes work effectively
• Accepts accountability for job performance and results
• Works effectively with others in a variety of settings
• Uses communication tools effectively (e.g., presentation, verbal, writing, relationship building, negotiating, listening) to meet needs of audience and/or situation
• Maintains professional composure in challenging situations
• Exercises discretion in identifying, handling, and safeguarding confidential information
• Addresses issues constructively, building cooperative relationships within and across departments
• Receptive to feedback and willing to try different approaches in order to achieve the best results

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.

• Duties performed cause light fatigue of eyes, fingers, or other faculties due to long periods of standing, sitting or repetitive motion
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices

WORK ENVIRONMENT/CONDITIONS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typical office environment, climate-controlled, minimal noise
• Performing primarily sedentary work with limited physical exertion and lifting up to 10 lbs.
• Extended work hours may be required to meet project deadlines or resolve unexpected problems
• Required to be in office with Hybrid work potential

Affirmative Action/EEO Statement

The American Mathematical Society is committed to creating a diverse environment and is proud to be an equal opportunity employer. The AMS supports equality of opportunity and treatment for all individuals, regardless of sex, gender identity or expression, race, color, national or ethnic origin, religion or religious belief, age, marital status, sexual orientation, disability status, economic background, veteran, or immigration status, or any other social or physical component of their identity.

Other duties disclaimer: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. It is not intended as an employment contract.