Customer Service Coordinator

About BNI®:

Established in 1985, BNI is the world’s largest business referral network. With over 325,000 small-to medium-size business Members in over 11,000 Chapters across 77 Countries, we are a global company with local footprints. Our proven approach provides Members with a structured, positive, and professional referral program that enables them to sharpen their business skills, develop meaningful, long-term relationships, and experience business growth.

Position Summary

Customer Service Coordinator plays an important role in delivering exceptional service and assistance to BNI Members, Chapters, and regional leadership. Customer Service Coordinators work directly with Area Directors and Regional Development Teams to support new and existing Members. Customer Service Coordinators are integral in promoting a positive experience for BNI Members at all stages of their Membership.

Roles and Responsibilities

• Point of Contact for Members and prospective Members: Answer inbound phone calls to national toll-free number, address general questions sent to our national email address and forward regionally specific issues to Member Success Coordinators. Staff and respond to web-based chats. Escalate region specific issues to the appropriate parties.
•  Customer Support: Serve as a point of contact for BNI Members, and Visitors, offering guidance, assistance, and troubleshooting for membership-related concerns. Address and resolve any technical or operational issues that arise, ensuring minimal disruption to Chapter activities.
• Data Management: Merge leads that are assigned to Member Success Coordinators if there are errors or duplicate records. These issues will be escalated to you directly.
• Assign Leads: Work with Managers to make sure new leads are properly assigned to Member Success Coordinators.
• Issue Resolution: Document and escalate issues appropriately using great customer service to support good customer satisfaction

Qualifications

Required:

• One year proven experience in customer service
• Administrative experience
• Self-starter with outstanding organizational and time management skills
• Analytical abilities and problem-solving skills
• Excellent communication

Core Competencies 

• Customer Service Excellence
• Communication Skills
• Organizational and Time Management skills
• Team Collaboration and Support
• Retention and Relationship Management
• Attention to Compliance and Policies
• Adaptability and Flexibility
• Problem Solving
• Reporting and Documentation Skills
• Networking and Relationship Building

Physical Demands and Working Conditions

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

This is a full-time position. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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