Client Operations Specialist (Onsite in Columbus, GA)

JOB SUMMARY:

We are looking for a Client Operations Specialist to support the team by effectively and efficiently managing all customer communication related to accounts receivable, accounts payable, and membership management activities. This position is expected to take initiative in training and advising customer software users to enhance service, financial operations, and Greek organizational performance. Each Client Operations Specialist collectively manages the company’s main customer service inbox and is responsible for the prioritization and completion of time sensitive tasks and reduction of response rate times for overall customer satisfaction.

*****RESPONSIBILITIES:*

*****Internal Communication*

• Initiate communication and follow up on customer tasks to the Accounting team relating to:
  • Customer refunds
  • Member account adjustments
  • Customer financial products such as purchasing cards, swipe devices, or local check printers.
  • New or closing customer accounts
  • Funds transfer requests or bank info updates
  • Financial report updates/troubleshooting
• Communicate with the Customer Success team regarding any Greek customer accounts that need high priority attention
• Document in detail, all correspondence relating to chapter management

*****External Communication*

• Receive and manage customer communication on all inquiries related to:
  • Customer merchandise ordered and sold on the customer billing platform
  • Collection fee changes/updates
  • New member management
  • Billing cycle setup/updates
  • Officer/user transition and access management
• Review chapter billing practices and chapter budgetary needs to make recommendations to enhance financial operations and to comply with FDCPA guidelines
• Review and make recommendations about chapter roster updates including member status discrepancies and adding new members
• Proactively review assigned client operations and make recommendations about how Vault Billing and Collections, Bill Pay and other products and services may be able to enhance those operations
• Proactively maintain a thorough knowledge of each assigned national organizations’ details and reporting requirements

Customer Service

• Develop and maintain relationships with Chapter Administrators, which may include undergraduate leaders, chapter/financial advisors and international headquarter leadership
• Assist clients with questions, problem solving and system or reporting issues
• Field incoming member, parent and administrator calls in accordance with our customer service philosophy
• Respond in a timely manner to all voicemails and client communications
• Cultivate, maintain and enhance the company's relationship with assigned clients
• Interpret and forward employee and client requests, concerns and ideas regarding system enhancements to the appropriate people internally to research and discuss
• Occasional travel to meet with customers

Training

• Facilitate system training to undergraduate and alumni officers
• Conduct training and implementation programs for clients and internal staff
• Educate new officers about your supporting role in the partnership, explain your responsibilities, provide overview of the services their chapter utilizes, and other services available

*****Requirements*

• High school diploma
• 0-1 years of customer service experience
• Ability to build lasting relationships and improve overall customer satisfaction and customer retention
• Excellent written and verbal communication skills
• Excellent organizational skills and the ability to multi-task
• Ability to understand clients’ protocols to identify opportunities to enhance product usage and help them successfully navigate our product
• Analytical and problem-solving skills
• A self-starter with the ability to work with people in a team capacity and independently
• A high degree of attention to detail

• Proficient with Windows, Microsoft Office 365 – Teams, Word, Excel, PowerPoint, outlook

• Exceptional level of organizational and project management skills.

PREFERRED:

• 1 year of Accounts receivable or accounts payable experience

• Membership in a Greek or similar social organization preferred.

• Working knowledge of databases, and/or CRM software required; experience with Salesforce preferred.

Excited about this role but don’t meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

*****The Company offers a comprehensive employee benefits program, including:*

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401K option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

******Salary Range

US Remote: $28,000- $32,000 USD per year

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.