Customer Service Analyst [40]

POSITION SUMMARY:

• The Customer Service Analyst role within MS is multifaceted. It can involve activities such as processing SRF lessons applications, taking orders for SRF publications and other products, managing sensitive calls, supporting international monastic tours, and handling both monetary and non-monetary transactions from multiple countries and in various languages.
• The Customer Service Analyst may initially specialize in one area but is expected to develop expertise across multiple functions over time. Navigating multiple technology solutions is an integral part of this role.

RESPONSIBILITIES:

• Member inquiries, overall:
  • Fill requests, handle complaints, research problems and determine solutions. This may involve processing orders, subscriptions, donations, Convocation registrations, Lessons, and various kinds of payments.
  • Follow procedures and policies in answering questions from callers on a wide variety of issues including introductory information about SRF, new Lessons applications, Kriya Yoga applications, subscriptions, SRF products and special events.
  • As necessary, research member status and history, analyze their correspondence and determine how to handle.
  • Compose emails, notes, letters, or assign appropriate donation and/or prayer acknowledgments.
  • Initiate phone calls to members and contacts regarding business matters.
  • Write explanatory memos regarding special cases, unusual or sensitive phone calls.
  • Serve as Prayer Council Phone Representative, recording prayer requests, giving explanations about the World Wide Prayer Council, sending literature, etc.
• For handling business matters:
  • Understand and comply with procedures for mailings and outgoing correspondence
  • Incomplete remittances - determine allocation
  • Research problems on monetary transactions and user website complaints as needed.
  • Follow special procedures regarding credit card reversals, returns for damaged goods, refunds, exchanges, etc.
• Collaborate with other departments in SRF:
  • Refer callers to the Spiritual Counseling Area, Center Department, and other departments as needed. Follow special procedures for specialized counseling communications
  • Follow MS Guidelines for handling Lessons Applications in collaboration with other departments.
  • Consult and communicate with other departments regarding routing questions, decisions and handling of specific cases.
  • If necessary, forward member inquiries to the appropriate area in Member Spiritual Counseling or to another area with instructions.
  • Support other Departments in preparing for special ceremonies and monastic tours.
• Keep current on the following:
  • Routing procedures, program changes, and SRF policies
  • Political trends or situations that affect our membership
  • The SRF website and all user e-forms
  • SRF e-newsletters, on new items such as the SRF Catalog, SRF free literature, process changes, product availability, etc.
• Follow through and suggest solutions, alternatives to questions and/or problems.
• Honor and maintain a strict level of confidentiality.
• Responsible to follow SRF’s policies and established processes.
• Other position-related tasks, as assigned.