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Customer Service Specialist

Company: Non Profit Association
Location: Schaumburg
Posted on: June 14, 2022

Job Description:

Job Description This position delivers on the business objectives of the Institute by providing high-quality customer service, performing sales outreach, fostering customer retention, and coordinating instructor activity. The Institute is the education and training arm of the American Foundry Society. Key Accountabilities: This position requires a well-organized, outgoing, and proactive individual who thrives on engaging with customers and prospects (in person, Zoom, phone and email) and helping them make the most of the programs offered by the Institute. Comfort in presenting, asking for business and securing new-business or renewal commitments is required. Excellent communication skills are needed. Customer Relationships: Make direct reach outs on current and potential customers, assess business needs and identify appropriate Institute products, services or packaged solutions to meet their needs. Develop ongoing customer relationships (through presentations, phone, email, direct mail) that result in increased sales and customer retention for the Institute---s live, E-Learning, and virtual training programs. Monitor and analyze sales and retention trends. Course Scheduling and Instructor Relations: Collaborate in developing the course schedule, lining up instructors and cost-effective venues, and administering post-course evaluations. Monitor students--- class evaluations for trends and coach instructors on areas for improvement, in consultation with the Director of Training Solutions. Travel to course sites as program manager, when needed. E-Learning Program Growth and Administration: Foster the growth of the e-learning program by administering a comprehensive year-around Foundry E-Learning subscriber retention program with contacts at the 1-month, 6-month, 11-month and 12- month time frames. Monitor each subscribing company---s usage continuously to proactively identify ---drop risks--- and and develop strategies for retention. Ensure subscribers have access to all information and support needed to derive the greatest possible benefit from Foundry E-Learning. Serve as LMS subject matter expert and train customers on how to use the product as needed. Perform Foundry E-Learning demonstrations and follow up with recipients to close sales. Train new and assigned internal staff on how to use the LMS. Foundry E-Learning Marketing: Write a monthly e-newsletter and other materials, as needed. Administrative and Marketing Duties: Maintain and interpret statistical information and student records, material preparation, executing North American Mailings, classroom and lab material setup, workbook preparation, placing food orders, catalog updates, and logistical support to instructors. Collaborate with Marketing Division as needed on marketing support. CEO and Business Development Projects: As a secondary responsibility, support the CEO and AFS Business Development VP through posting information to Salesforce, assisting with BD initiatives, and similar projects. Perform other duties for AFS and the Institute as assigned. Required Skills or Experience: Bachelor---s degree in Business, Communications, Marketing, or similar field. 3-5 years--- association or continuing education program experience or similar. History of successful inside sales experience or strong customer service skills. Well-developed project management skills; excellent oral and written communication skills; ability to prioritize and manage multiple ongoing projects in a fast-paced environment. The ideal candidate will be computer proficient with a background in Salesforce (or similar CRM), learning management systems, and Microsoft Word, Excel, PowerPoint, and Outlook, including being able to navigate Office 365. Ability to work as part of a team. Must be able to read and write in English. Must be self-motivated and possess the ability to work independently and use sound, independent judgment. Ability to travel and work flexible hours when assigned for events and virtual courses. Company Description The American Foundry Society (AFS) is a non-profit association serving members of the metalcasting supply chain both in the United States and abroad. AFS provides members with advocacy efforts in Washington, D.C., technical education through its Institute, as well as the transfer of innovative research and technology to the industry, its suppliers and those who buy castings. Membership is individual or corporate and is made up of three markets, including: metalcasters and producers of metal cast parts; metalcasting suppliers; and casting buyers/original equipment manufacturers. Student membership is also extended to future leaders of the metalcasting industry at a nominal cost.

Keywords: Non Profit Association, Schaumburg , Customer Service Specialist, Hospitality & Tourism , Schaumburg, Illinois

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