Administrative, Clerical, Support, Chapter Relations, Customer Service and Support
4 Year Degree
The Customer Service Manager provides support to ACG members, customers and non-members. Primary responsibilities include responding to member/customer inquiries regarding joining ACG, renewing membership, profile updates, website access, event registration issues. In addition, describe ACG’s value to prospective members by reviewing ACG member benefits and connecting them with a local chapter.
Provides technical service and support to ACG Members/customers across ACG’s various technical platforms (AMS, CMS, and custom-built platforms). Serve as a point of contact for members/customers regarding AMS/CMS outages and functionality questions. Work with membership team to support current and new campaigns. Assist ACG chapters with membership related issues. This will include answering emails in our general membership inbox and answering calls.
Essential Duties and Responsibilities are assigned at the discretion of the Senior Vice President of Chapter Operations. Tasks and duties will vary and may be assigned and changed at any time. Specific duties may include the following:
Respond to all membership inquiries via email or phone.
Assist members/customers experiencing technical issues logging into the website which may require a password reset.
Troubleshoot member/customer membership or event registration issues until there is a resolution.
Notify the Director of Chapter Operations if there is a system outage preventing members/customers from completing membership or event transactions on the website.
Guide members through key functionality of their “MY ACG” profile including, renewing membership, updating their membership profile, enrolling in membership auto-renewal, downloading receipts for membership/event transactions, saving stored payments and accessing attendee lists for registered events.
Correct member record issues such as duplicate records, incorrect membership dates, missing membership invoices and chapter relationships.
Assist members with transferring to a new chapter.
Assist all ACG and chapter staff on membership related inquiries.
Provide customer support to attendees of ACG events.
Enter membership and event registration payments into the AMS when needed.
Assist with the training of chapter staff on ACGs technology platforms including the AMS database, web platform and email system.
Assist the Director of Chapter Operations in the management of the AMS and CMS including submitting service tickets to resolve issues, testing system updates before pushing them live and managing the development of new features.
Serve as a contact to HQ and chapter staff on inquiries regarding ACG technology platforms including the AMS, CMS and mass email system.
Develop new or update existing Standard Operating Procedures (SOPs) to be used for training on all ACG technology platforms (AMS, CMS and mass email system).
Assist Global staff in pulling data to support new initiatives or to track results of current initiatives.
Bachelor's Degree in association or business management or related field of study or any equivalent combination of relevant background, skills, and experience.
Minimum 2 years' professional experience in Customer Service or similar role.
Association experience a plus.
Training internal and external staff on an organization’s technology platforms.
Experience using a Salesforce or similar CRM platform and Drupal CMS is preferred.
Demonstrated knowledge of an AMS and CMS.
Thorough understanding of troubleshooting issues with technology platforms and describing issues when submitting service tickets to support technicians.
Intermediate level skill in mass email systems and Microsoft Office Suite, with advanced proficiency with Word, Excel, and Teams.
Excellent organizational, planning, project, and time management skills to handle multiple projects simultaneously, within established deadlines and budget.
Excellent verbal and written communication skills provide clear and succinct information and to members, chapter staff and internal team members.
Interpersonal communication skills ensure effective teamwork in a project-based environment.
Problem-solving skills offer sound, efficient and effective solutions.
Ability to effectively use diplomacy in conflict resolution and problem-solving matters.
Work well under pressure and maintain professionalism in a high-paced department.
Telecommuting is allowed.
About Association for Corporate Growth HQ
Founded in 1954, the Association for Corporate Growth has 60 chapters and 15,000 members around the world. ACG serves 90,000 investors, owners, executives, lenders and advisers to growing middle-market companies. ACG’s mission is to drive middle-market growth.
For more information about ACG, please visit www.acg.org.