Customer Service Coordinator

ALTA’s Customer Service Coordinator serves as the first point of contact for individuals seeking information from ALTA such as our members, guests, and others.  Responsibilities include but are not limited to:  handling inquiries from new and existing members and licensees, office reception duties, and ensuring the smooth operation of office administration. 

Duties and Responsibilities

• Greet guests to the office ensuring that they feel welcome. Alert the appropriate staff member of their arrivals.
• Responsible for oversight of ALTA’s main telephone number. Assist callers with their requests and forward as appropriate.  Maintain and update the Teams Telephony Call Flow process with assistance from IT and other ALTA staff. 
• Monitor service@alta.org email inquiries ensuring a response by the end of the business day and customer satisfaction.
• Provide administrative support to the Membership and Licensing department
• Process membership dues, license payments, and other related inquiries in-house:
• Process membership and license payments that are sent directly to the office 
• Process refund requests
• Handle unclear payments sent back from bank
• Responsible for following through on incomplete and incorrect payments to ensure proper compliance
• Work closely with Accounting to ensure payments are processed accurately
• Respond to and manage Membership and Policy Forms License inquiries ensuring that their expectations are met.
• Coordinate responses to requests for permission to reprint ALTA materials.
• Prepare and email daily itinerary to all staff.
• In consultation with the COO, alert DC staff of physical office closures (inclement weather, shelter-in-place, etc.) per Federal Government OPM Guidelines and/or building management.
• Responsible for appearance and cleanliness of office common areas.  Coordinate clean-up day(s) as needed.
• Oversee the mail function by receiving/distributing mail, packages, special deliveries. Ensure the postage machine is operational and retains enough postage for usage.  Assist when needed with larger mailing/shipping projects.
• Coordinate space/workstations when remote employees spend time at ALTA HQ.
• Serve as the main contact to building management:
• Request/schedule usage of the building conference and/or roof top space.
• Request routine office maintenance and repair (such as plumbing, noise complaints, electrical issues, trash removal, etc.).
• Inform building management of any expected guests.
• Provide active key fobs to all staff, assist staff with the Kastle mobile app, facilitate staff access to the on-site building gym.
• Maintain organization and appropriate levels of supplies for the office such as: kitchen supplies, paper stock in common area printers, ALTA stationery (letterhead, envelopes, business cards, etc.).
• Submit office management invoices to Accounting for processing.
• Assist with planning and execution of organization-wide meetings and special events. 
• Other duties as assigned for support of the ALTA team.

Preferred Skills and Qualifications

• Bachelor’s degree;
• Two years’ experience in an administrative support capacity; or a combination of education/training and experience.
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).  Comfortable working with database systems.
• Excellent soft skills such as:
  • customer service
  • interpersonal
  • attention to detail
  • organization
  • collaboration
  • communication (verbal and written)
  • time management 
• Ability to work independently and to be able to proactively anticipate next steps, resolutions, etc.
• Must be able to perform well in a fast paced/multi-tasking environment.
• Ability to exercise patience and the ability to manage stressful situations.