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Customer Service Analyst

Glendale, CA

Answer Membership Services calls and emails from members and contacts throughout the world. Review and approve Lessons applications. Give website technical support. Determine timely appropriate handling of monetary and non-monetary request, providing essential information to other areas for reply.

Supervisory Responsibilities

No positions report directly to this position. Supervisory responsibilities may include helping to train, orient, or review the work of others.

Qualifications and Experience

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 acknowledgements. Initiate phone calls. If necessary, forward to the appropriate area in correspondence or to another area with instructions.

Review and approve Lessons applications.

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.

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.

Provide user technical support for website. 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 bangle order purchases, 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.

Local candidates only, please. No reimbursement for relocation costs offered for this position.

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

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