Assistant Program Manager
Mooresville or Remote
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Job Location: Mooresville, NC or Remote
Department: Client Services
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Reports to: Client Services Manager
FLSA Code: Non-Exempt/FT
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Job Purpose
Assist in the day-to-day functions involved in a Program Manager’s office.
Key Responsibilities & Authorities
- Back-up and assist Program Managers. Must be able to multitask as coverage could be multiple offices due to workloads and vacation.
- Process reports: 549, Exceptions, CSR Notes, Call Center Issues, RGA, etc.
- Assist Program Managers with order entry, changing addresses, resending solicitations, inactivating recipients, RGA resolution, recipient contact, call center issue resolution, eSurvey resolution and other special projects.
- Order Entry in JDE to include Teams, Non-Teams, Employee Purchases, Sales Rep sample orders.
- Monitor availability of replacement items.
- Proficient knowledge of JDE, Professional, P360 and Enterprise systems for coverage purposes.
- Cover breaks, lunches and PTO for switchboard.
Qualifications
Education/Experience:
- High School Diploma required. Additional 1-2 years of specialized schooling preferred.
- 1+ years of customer service experience strongly preferred, with proven ability to deliver a high degree of customer satisfaction.
- Proficient in use of Microsoft Office, specifically Word, Excel and Outlook.
- This position requires 8-12 months training to become proficient in all phases of job.
Specific Skills, Knowledge and Abilities Preferred:
- Requires constant contact with customers, sales reps and other departments furnishing or obtaining information.
- Requires excellent verbal and written communication skills.
- Proficient typing skills.
Desired Behaviors
- Outstanding Customer Service Skills.
- Works independently, with general supervision. Is expected to determine how to accomplish the work assignments.
- Prioritization skills required.
- High alertness and constant attention is required.
- Works with confidential data. An average degree of discretion is required.
- Requires accuracy in performing all functions.
- Handles situations in a calm, objective manner. High degree of tact and diplomacy required since dealing directly with callers in potential demanding and difficult situations.
- Problem solving, analytical skills and discretionary judgement are necessary in making decisions.
Desired Outcomes
- Learn and exhibit proficiency of computer system navigation, customer research and common problem solving.
- Demonstrate tact and diplomacy when dealing with clients and support staff.
- Deliver a productive effort of daily work for Department Manager and Program Managers.
- Achieve compliments from internal staff and external contacts.
Working Conditions
- Office – climate controlled.
- Potential for overtime required based on workloads.
Physical Requirements
- Sitting 8 hours per day.
- Standing & walking 0-2 hours per day.
- Mental & Visual Alertness required. High concentration required for sustained periods of time.
- Ability to hear through oral communication both in person and on the phone.
- Ability to see and accurately read computer reports, emails, etc.
- Ability to speak to customers, sales representatives and coworkers both in person and via phone in a courteous manner.
- <5% of job requires reaching, bending, twisting, stooping, kneeling, crouching and climbing.
- <5% of job requires lifting up to 40 pounds
|
Job Location: Mooresville, NC or Remote
Department: Client Services
|
|
Reports to: Client Services Manager
FLSA Code: Non-Exempt/FT
|
Job Purpose
Assist in the day-to-day functions involved in a Program Manager’s office.
Key Responsibilities & Authorities
- Back-up and assist Program Managers. Must be able to multitask as coverage could be multiple offices due to workloads and vacation.
- Process reports: 549, Exceptions, CSR Notes, Call Center Issues, RGA, etc.
- Assist Program Managers with order entry, changing addresses, resending solicitations, inactivating recipients, RGA resolution, recipient contact, call center issue resolution, eSurvey resolution and other special projects.
- Order Entry in JDE to include Teams, Non-Teams, Employee Purchases, Sales Rep sample orders.
- Monitor availability of replacement items.
- Proficient knowledge of JDE, Professional, P360 and Enterprise systems for coverage purposes.
- Cover breaks, lunches and PTO for switchboard.
Qualifications
Education/Experience:
- High School Diploma required. Additional 1-2 years of specialized schooling preferred.
- 1+ years of customer service experience strongly preferred, with proven ability to deliver a high degree of customer satisfaction.
- Proficient in use of Microsoft Office, specifically Word, Excel and Outlook.
- This position requires 8-12 months training to become proficient in all phases of job.
Specific Skills, Knowledge and Abilities Preferred:
- Requires constant contact with customers, sales reps and other departments furnishing or obtaining information.
- Requires excellent verbal and written communication skills.
- Proficient typing skills.
Desired Behaviors
- Outstanding Customer Service Skills.
- Works independently, with general supervision. Is expected to determine how to accomplish the work assignments.
- Prioritization skills required.
- High alertness and constant attention is required.
- Works with confidential data. An average degree of discretion is required.
- Requires accuracy in performing all functions.
- Handles situations in a calm, objective manner. High degree of tact and diplomacy required since dealing directly with callers in potential demanding and difficult situations.
- Problem solving, analytical skills and discretionary judgement are necessary in making decisions.
Desired Outcomes
- Learn and exhibit proficiency of computer system navigation, customer research and common problem solving.
- Demonstrate tact and diplomacy when dealing with clients and support staff.
- Deliver a productive effort of daily work for Department Manager and Program Managers.
- Achieve compliments from internal staff and external contacts.
Working Conditions
- Office – climate controlled.
- Potential for overtime required based on workloads.
Physical Requirements
- Sitting 8 hours per day.
- Standing & walking 0-2 hours per day.
- Mental & Visual Alertness required. High concentration required for sustained periods of time.
- Ability to hear through oral communication both in person and on the phone.
- Ability to see and accurately read computer reports, emails, etc.
- Ability to speak to customers, sales representatives and coworkers both in person and via phone in a courteous manner.
- <5% of job requires reaching, bending, twisting, stooping, kneeling, crouching and climbing.
- <5% of job requires lifting up to 40 pounds
