Customer Service Representative

POSITION: Customer Service Representative LOCATION: Providence Rhode Island Report To: Senior Customer Service Manager Department: Customer Service

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.

BENEFITS

Excellent work-life balance with potential for hybrid work Generous benefit offerings including: 9.5% employer contribution to 403(a) Retirement Plan 100% employer-paid Life, AD&D, Short- and Long-Term Disability Insurance Medical and dental coverage with employer cost share 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

SUMMARY

Under the direction of the SR. Customer Service Manager, the Customer Service Representative will 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 collaborate 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 accommodation 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.)

ATTRIBUTES AND COMPETENCIES

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 effective communication tools (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

Performing primarily sedentary work with limited physical exertion and lifting up to 25 lbs. 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. Capable of reliable attendance in the office during scheduled work hours.

WORK ENVIRONMENT/CONDITIONS

Typical office environment, climate-controlled, minimal noise. Extended work hours may be required to meet project deadlines or resolve unexpected problems. This position is required to be in-office. EOE Statement The American Mathematical Society is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. 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. #J-18808-Ljbffr American Mathematical Society