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Corporate Office
4 Carbonero Way
Scotts Valley, CA 95066
831-438-4060

San Francisco Office
2200 Cesar Chavez St., Ste. 6
San Francisco, CA 94124
415-643-3324

Sacramento Office
2210 21st St.
Sacramento, CA 95818
916-452-8065

Seattle Office
701 Dexter Ave. North, Ste. 403
Seattle, WA 98109
206-285-1619

Customer Service Support Representative II

Back to Current Openings

ETR Associates, a private non-profit health education organization, is seeking a qualified person to join its Clearinghouse Department as a Customer Service Support Representative.

Education, Training and Research (ETR) Associates is a national center for publications, training, research and clearinghouse services in family life, and comprehensive health education, substance abuse prevention, HIV/AIDS prevention and tobacco use education and prevention. ETR’s publishing division publishes and distributes curricula, books and pamphlets in these areas for schools, clinics and youth-serving organizations across the country.

Overview

Receives and generates orders for the Tobacco Education Clearinghouse of California (TECC) and other ETR’s Clearinghouse projects; supports the distribution staff in picking, packing and assembling material as needed; maintains client order files and does data entry related to orders. This position is directly supervised by the Clearinghouse Production and Distribution Manager.

Responsibilities and Duties:

Processes orders for TECC and other Clearinghouse projects received via website, phone, fax, mail and email by using automated fulfillment system.
Assists other customer service representatives in creation of reports from fulfillment and other data entry system.
Fills requests for sample materials and catalogs and maintains in-house supply of sample materials.
Enters orders and customer feedback cards into the Clearinghouse database system as well as changes in client information such as addresses, contact person, phone, email, etc.
Maintains client order files and other information related to special mailings/offerings.

Other Responsibilities

At Supervisor’s request supports warehouse staff in picking; packing; shipping; assembling kits; and other distribution tasks assigned by the Warehouse Lead.
Provides backup for general clerical support areas, assisting in updating product descriptions and other data and filing.
With the approval of Supervisor, assists other Clearinghouse and Program Services sections or other departments within the agency.
Participates in TECC and ETR staff meetings and in other related meetings as appropriate.

Accountabilities

Is able to learn the ETR fulfillment system, distribution procedures and other department procedures in timely manner.
Responds to contract clients and Clearinghouse clients in tactful, pleasant, responsive manner.
Completes assigned tasks within time frames expected and with minimal supervision.
Is able to handle sensitive calls received on the STAKE Act toll-free line and other phone lines.
Is able to work independently with minimal supervision.
Able to prioritize and work on multiple tasks, demonstrating ability to process orders efficiently and in a timely manner, seeking consultation from supervisor, as needed, to set priorities.
Demonstrates ability to identify potential problems and correct or propose solutions, asking for assistance if necessary.
Follows policies and procedures manuals and participates with supervisory staff in problem solving.
Demonstrates initiative and willingness to learn new skills.
Maintains positive working relationships with Clearinghouse and other ETR staff.
Effective use of all distribution equipment and material.
Ability to correctly lift or move up to 50 pounds.
Awareness of all ETR safety procedures.

Qualifications

High School diploma or equivalent.
Two years experience working in clerical and customer service areas.
Experience in using Microsoft Office, Excel and FileMaker Pro.
Accuracy in entering orders and learning new computer programs.

Previous experience organizing and maintaining files.
Previous experience handling phone contacts with the public, clients and/or community agencies.
Excellent verbal and written communication skills.

Ability to prioritize work and handle multiple tasks.
Ability to work well with a diverse group of people.

Reliable and dependable.
Excellent organizational and filing skills.
Ability to work with minimal supervision.

Salary Range:        $12.75 - $13.75 per hour, DOE. Full time. Grade level 2. Non Exempt.

ETR offers excellent fringe benefits, including employer-paid life, disability, health, dental and vision insurance; generous personal time off and holiday pay. ETR sponsors a 401(k) retirement benefits to qualified employees.

Deadline:                 Open until filled.

Application: Please submit salary requirements, cover letter and resume to: T. Sanders, Human Resources Department, ETR Associates, 4 Carbonero Way, Scotts Valley, CA 95066. E-mail: openjobs@etr.org. Fax: 831-461-9534. To learn more about ETR Associates go to www.etr.org.