Service Center - Service Center Representative

The American Bar Association (ABA) was founded on a commitment to advance the rule of law in the United States and beyond by providing practical resources for legal professionals, conducting law school accreditation, developing model ethics codes and more. Today, the ABA remains a member-based organization that works to ensure access to justice for all, a fair legal process, and respect for the rule of law at home and across the globe.

The ABA is committed to service and refining the standards that guide the legal profession. ABA staff are provided multiple types of continuing education and career development opportunities. Your work will help eliminate bias, enhance diversity, and advance the rule of law throughout the US and around the world.

The ABA recognizes the value staff contribute to our success through a generous benefits package that protects their health and their financial security.  The ABA’s wide array of benefit offerings include 401(k), medical, dental, vision, flexible spending accounts, health spending accounts, supplemental life and disability insurance, prepaid legal programs, and a complimentary membership to the American Bar Association, which offers additional benefits.

Flexible/hybrid work arrangements may be available for residents of CA, DC, IL, IN, IA, MD, MI, MN, TX, VA, and WI.  Residency requirements may apply. ABA employees are eligible to apply for the Public Service Loan Forgiveness Program (PSLF). 
 

Job Summary/General Purpose of Job

• Front-line position responsible for answering inbound calls to assist members and customers with a wide range of topics. Knowledge of applicable ABA policies and procedures with a focus on resolving requests and inquiries from Members, customers, and the general public.

Essential Job Functions and Responsibilities (listed in order of importance and/or time spent)

• Processes membership requests, product orders, meeting and other event registrations, record adjustments and other customer requests as required.
• Identify customers’ needs clarifying information, research issues and provides solutions and/or alternatives.
• Responsible for working with a team to achieve/exceed Service Level Agreements and qualitative and quantitative targets.
• Contacts customers as required; may assist with outbound calling to current/former ABA members to improve retention.
• Adheres to service center attendance policy and all other appropriate ABA policies.
• Performs other related duties as required.

Required Education, Qualifications, Experience

• Possession of a high school diploma or GED and at least three years of work experience.
• Basic skills in Microsoft Word and Excel.
• Prior customer service or sales experience
• Keyboarding skills of at least 40 words per minute.

Preferred Education, Qualifications, Experience

• Possession of an associate degree from an accredited college or university.
• Previous work experience in a not-for-profit, Association, and/or NGO environment.
• Previous experience applying written and verbal skills and active listening while servicing customers in a call center environment.
• Bilingual a plus with the ability to communicate and comprehend Spanish in written and oral forms.

Physical Requirements

• Typical office work environment.

Extent of Travel Required in the Job

• As a normal course of business, this job will typically require travel of less than 5% of the time.