Customer Service Analyst

Position Summary

Answer Membership Services calls and emails from members and contacts throughout the world. Determine timely appropriate handling of monetary and non-monetary requests, providing essential information to other areas for reply.    

Requirements

• General office/clerical experience preferred.     
• One to three years college, business/vocational school or a minimum of three years office experience. 
• Computer proficiency required. 
• Excellent organizational skills, attention to detail and accuracy. 
• Good English and good writing skills required.
• Excellent telephone skills and ability to extend courtesy and respect to callers. 
• Strong interpersonal and verbal communication skills. 
• The ability to problem solve effectively and demonstrate good judgment. 
• Knowledge of and experience with SRF teachings and principles. 
• The ability to exercise independent judgment and take necessary action. 
• The ability to honor and maintain a strict level of confidentiality.

Responsibilities

• Research member status and history, analyze their correspondence and determine how to handle it. 
• Compose emails, notes, letters, or assign appropriate donation and/or prayer acknowledgments. 
• Initiate phone calls.  If necessary, forward to the appropriate area in Correspondence or to another area with instructions.
• Follow special procedures for specialized counseling communications
• Fill requests, handle complaints, research problems and determine solutions.
• Handle incomplete remittances, determine allocation, and instruct Entry as necessary.
• Consult and communicate with other departments regarding routing questions, decisions and handling of specific cases. 
• Following guidelines read Lessons applications and make decisions: approve or send to Correspondence Department, Office of the President or to other areas.
• According to organizational procedures and policies, answer questions from callers on a wide variety of matters.  These calls include introductory information, new Lessons applications, Kriya Yoga applications, subscriptions, tours, bangles, Convocation, etc. 
• Keep current on routing procedures, program changes, and SRF policies as well as political trends or situations that affect our membership
• Keep current on the SRF website and all user e-forms (member portal, Convocation registration pages, Lessons application pages, Lessons renewal pages, donation pages, etc.).  Keep current on SRF e-newsletters, on new items such as the SRF Catalog, SRF free literature, process changes, product availability, etc.
• Process orders, subscriptions, donations, Convocation registrations, Lessons, Service Reading payments, etc.
• Follow special procedures regarding credit card reversals, returns for damaged goods, refunds, exchanges, etc.
• Follow through and suggest solutions, alternatives to questions and/or problems.
• Research problems on monetary transactions and user website complaints as needed.
• Write explanatory memos regarding special cases, unusual phone calls.
• Make phone calls to members and contacts regarding business matters.
• Serve as Prayer Council Phone Representative, recording prayer requests, giving        explanations about the World Wide Prayer Council, sending literature, etc.
• Refer callers to spiritual counselors, Center Department, and other departments as needed.
• Other position related tasks as assigned.

Additional Details

This is a 40 hour per week position, Monday through Friday.

Pay range: $18.58 - $19.56 per hour.

Local candidates only. No reimbursement for relocation cost offered for this position.

We offer a competitive benefits package that features a variety of insurance coverage choices including group medical, dental, life insurance, a retirement plan and much more.  We also provide paid sick, vacation and holiday time.

Please email your resume to resumes@yogananda-srf.org.  No phone calls please.