The Customer Service Manager provides support to ACG members, customers and non-members.  Primary responsibilities include responding to member/customer inquiries regarding joining ACG, renewing membership, profile updates, website access, event registration issues.  In addition, describe ACG’s value to prospective members by reviewing ACG member benefits and connecting them with a local chapter. 

Provides technical service and support to ACG Members/customers across ACG’s various technical platforms (AMS, CMS, and custom-built platforms).  Serve as a point of contact for members/customers regarding AMS/CMS outages and functionality questions. Work with membership team to support current and new campaigns.  Assist ACG chapters with membership related issues.  This will include answering emails in our general membership inbox and answering calls.

Essential Duties and Responsibilities are assigned at the discretion of the Senior Vice President of Chapter Operations. Tasks and duties will vary and may be assigned and changed at any time.  Specific duties may include the following:

• Respond to all membership inquiries via email or phone.
• Assist members/customers experiencing technical issues logging into the website which may require a password reset.
• Troubleshoot member/customer membership or event registration issues until there is a resolution.  
• Notify the Director of Chapter Operations if there is a system outage preventing members/customers from completing membership or event transactions on the website.
• Guide members through key functionality of their “MY ACG” profile including, renewing membership, updating their membership profile, enrolling in membership auto-renewal, downloading receipts for membership/event transactions, saving stored payments and accessing attendee lists for registered events.
• Correct member record issues such as duplicate records, incorrect membership dates, missing membership invoices and chapter relationships.
• Assist members with transferring to a new chapter.
• Assist all ACG and chapter staff on membership related inquiries.
• Provide customer support to attendees of ACG events.
• Enter membership and event registration payments into the AMS when needed.
• Assist with the training of chapter staff on ACGs technology platforms including the AMS database, web platform and email system.
• Assist the Director of Chapter Operations in the management of the AMS and CMS including submitting service tickets to resolve issues, testing system updates before pushing them live and managing the development of new features.
• Serve as a contact to HQ and chapter staff on inquiries regarding ACG technology platforms including the AMS, CMS and mass email system.
• Develop new or update existing Standard Operating Procedures (SOPs) to be used for training on all ACG technology platforms (AMS, CMS and mass email system).
• Assist Global staff in pulling data to support new initiatives or to track results of current initiatives.