Producer Support Representative

Position Overview: 

The Producer Support Representative (Customer Service) is a key member of the Producer Services team, responsible for providing excellent customer service and front-line support to producers as they navigate Extended Producer Responsibility (EPR) compliance with CAA. This role handles incoming inquiries, assists producers with registration and compliance processes, and helps resolve complex issues efficiently. The Producer Support Representative (Customer Service) will also serve as a first point of escalation and guidance for other support representatives, while collaborating with team members to ensure producer inquiries are accurately tracked, categorized, and resolved in a timely manner. 

Key Responsibilities 

1. Producer Inquiry Handling:  

• First Point of Contact: Serve as the first point of contact for producers seeking assistance with registration, compliance, and general inquiries related to the EPR compliance process. 
• Issue Resolution: Resolve producer issues and act as a first point of escalation for the Producer Support team and escalating more complex cases to the Producer Support Manager or relevant team members for further investigation. 
• Multichannel Support: Handle inquiries across multiple communication channels (e.g., email, phone, chat), ensuring consistency and professionalism in all interactions. 

2. Registration and Compliance Assistance:  

• Producer Registration: Guide producers through the registration process, providing clear instructions and troubleshooting any issues that may arise. 
• Compliance Support: Assist producers with understanding their compliance requirements and obligations, directing them to relevant resources and tools to facilitate compliance. 

3. Data Entry and Inquiry Tracking:  

• Accurate Data Entry: Enter and update producer information in the CRM system (Salesforce), ensuring that records are complete, accurate, and up to date. 
• Categorization of Inquiries: Track and categorize all producer inquiries, ensuring they are properly labeled for analysis and reporting. 
• Case Management: Maintain and update case logs to track open inquiries, providing updates to producers and internal teams as needed. 
• Documentation Resources: Notify Producer Support Manager of gaps or errors in knowledge base articles to help ensure accurate and complete documentation across the Producer Services team. 

4. Self-Service Resource Utilization:  

• Feedback Collection: Identify and report gaps in existing resources based on producer inquiries and feedback, suggesting updates to enhance self-service options. 
• Utilize Resources: Direct producers to self-service resources, such as FAQs, guides, and the knowledge base, to help them resolve common issues independently. 
• Subject Matter Expert: Guide customers through the registration, reporting, and fee payment process, while also serving as a resource for other support team members.  

5. Collaboration with Internal Teams:  

• Manager Coordination: Work closely with the Producer Support (Customer Service) Manager to ensure escalated issues are resolved promptly and to help refine team processes. 
• Team Collaboration: Collaborate with other Producer Support Representatives to share best practices, troubleshoot challenging issues, communicate internal process or procedural bottlenecks to management, and ensure consistent service delivery in alignment with all training guides. 
• Team Leadership: Serve as a mentor for other support representatives and foster a collaborative and solutions-oriented team culture.  

6. Reporting and Feedback:  

• Performance Metrics: Contribute to team performance goals by meeting or exceeding expectations related to inquiry response times, resolution rates, and producer satisfaction. 
• Producer Feedback: Collect and document producer feedback on the registration and compliance processes, sharing insights with the team to improve services. 

Qualifications: 

• Education: High school diploma or equivalent required. Associates degree or equivalent experience in customer service preferred. 
• Experience: Minimum 3 years of experience in customer service, help desk support, or a similar role. At least 1 year of customer service leadership experience is a plus. Experience in compliance, regulatory environments, or CRM systems (Salesforce) is preferred but not required.

Skills & Competencies: 

• Customer Service: Strong customer service skills, with the ability to communicate clearly, professionally, and empathetically with producers.
• Problem Solving: Adept at troubleshooting complex issues and finding efficient solutions with a focus on balancing customer needs and organizational goals.
• Data Entry & Organization: High attention to detail with experience in data entry and case management, ensuring accurate tracking of inquiries and producer records.
• Tech Savvy: Proficient in using CRM systems (e.g., Salesforce), email platforms, and other customer service tools. Familiarity with Microsoft Office preferred.
• Multitasking: Ability to manage multiple inquiries and prioritize tasks effectively, ensuring timely responses and resolution.
• Team Player: Ability to work independently, but with a collaborative mindset, and a willingness to share knowledge and support other team members in delivering excellent service.

Key Performance Indicators (KPIs): 

• Inquiry Response Time: Meet or exceed expected response times for producer inquiries.
• Issue Resolution Rate: Successfully resolve producer inquiries on first contact whenever possible.
• Accuracy of Data Entry: Maintain high standards of data accuracy in CRM systems and case logs.
• Producer Satisfaction: Contribute to high levels of producer satisfaction through clear, helpful, and professional communication.

Physical Requirements:  

• Prolonged periods sitting at a desk and working on a computer.

Compensation and Other Information: 

• Location: Remote
• Pay range is based on a variety of factors in accordance with applicable law, including the successful candidate’s relevant experience, skills, knowledge, and work location. In addition to base salary, this role is eligible for medical, dental, and vision benefits, life insurance, retirement, and paid time off.
• Circular Action Alliance is an equal employment opportunity employer.  All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law.  If you require accommodation as part of the application process, please contact careers@circularaction.org.

• For questions, please email careers@circularaction.org