Customer Service Registration Specialist

Customer Service And Registration Specialist

The Customer Service And Registration (CSR) Specialist position works as a member of the Continuing Professional Development (CPD) team to source details, troubleshoot, and launch in-person and online events across disciplines and programs at MAHEC. As the first point of contact for thousands of event registrants, most often by email and phone, CSR Specialists work across multiple state AHEC and MAHEC-specific systems and databases to create and maintain information related to educational events, including customer registrations, payments, evaluations, certifications of course completion, scholarship opportunities, credit hours needed for licensure, and several other key event details.

Specific responsibilities :

• Receive PIT (Program Information Template) from Program Logistics Specialists and Continuing Education Planners for each CPD event, review for accuracy and key information, enter all information into appropriate systems and databases ensuring that online registration and payment options are set up correctly based on back-end programming that translates to the public facing course catalog. Ongoing detailed communication with the program planners is needed to ensure the success of each CPD event.
• Receive and resolve event participant inquiries received through email, over the phone, or in-person, including general event inquiries and troubleshooting questions / issues with event registration. Maintain a strong working knowledge of the CPD course catalogue for reference, and a close partnership with the CPD team to resolve more intricate event-specific questions.
• Maintain a strong working knowledge of several state AHEC and MAHEC-specific systems and databases to provide in the moment technical assistance to event registrants, including tracking and referencing registrations across all portals, processing payments, cancellations, refunds, and credits, and delivering information related to course completion and certification. This includes multiple online learning platforms.
• Manage the NCAHEC CASCE database which houses approximately 500,000 customers, including adding and removing personal records, workplace / organizational records, event records, and marketing groups, to ensure accuracy in communicating about upcoming events to the appropriate event alumni.
• Provide a daily deposit of all customer funds to Finance. This necessitates cross checking with all event discount codes and online banking entries in Authorize.net to make sure they balance against the CASCE entries.
• Provide mail list groups for print and email marketing pulled from the CASCE database based on occupations, interest areas, geography, and past attendance to the Marketing team.

Key competencies :

Specified skills :

Physical demands : Not Applicable.

Supervisory responsibilities : Not Applicable.

Education and experience :

Required licenses : Not Applicable.

Schedule : Regular attendance on-site is an essential function of this position. Typical business hours are Monday Friday, 8 : 00 am to 5 : 00 pm (or flexed to best meet the needs of the clients and / or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required. Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader.

Position compensation : $20.43 / hour, full time + full benefits.

At MAHEC, we strive to equip all team members with Total Rewards (pay + benefits) to honor their service, support their health, manage their financial security, build their career, and thrive.

All MAHEC employees and learners will be required to receive the Flu vaccine or have an approved exemption.

MAHEC Talent Management is located at 121 Hendersonville Road, Asheville, NC 28803. Equal Opportunity Employer.

MAHEC is a qualifying employer for the Public Service Loan Forgiveness (PSLF) Program. Employees who meet federal requirements may be eligible to have remaining student loan balances forgiven after 10 years of qualifying payments while working full-time at MAHEC.