Registry Service Representative

Registry Service Representative

Arabian Horses Association – Aurora, CO

$17 an hour

Registry Service Representative

Location: Aurora, CO

Reports to: Registrar & Sr. Director of Registration and Membership

Status: Full Time

Shift: Monday-Friday, day shift.

General Responsibilities:

Member of a team answering a high volume of incoming phone calls; assisting walk-in customers; answering e-mails; and representing AHA at events. Assists owners in completing registration and membership related paperwork. Will perform the data entry of the work received and correspond with owners. Responsible for providing information in a timely, concise and accurate manner. Sells and promotes AHA membership, registration related products and services. Provides the utmost in customer service.

Primary Responsibilities:

·        Concisely and accurately handles all phone inquiries within the defined timeline.

·        Accurate and timely data entry of regular service requests, e.g., registrations, transfers of recorded ownership, membership, sex changes, color changes, transported semen permits and certificates, embryo transfer permits and certificates, etc.

·        Update horse markings as needed

·        Assists owner in solving problems related to their work; brings forward to management recommendations to constantly improve customer service.

·        Print and batch departmental incoming work received via email and mail.

·        Provides owners with concise, accurate and timely information, such as fees and procedures, needed to process their work for the Arabian Horse Association and Canadian Arabian Horse Registry.

·        Process credit card payments as provided by phone, email and mail.

·        Process membership requests by phone, mail and email and apply payments as given. Be familiar with AHA rules for showing to assist owner in obtaining the proper membership for their needs.

·        Regularly call and email customers regarding their pending work through reports pulled as “UP” work, exercising the importance of the completion of documents when possible. Reach out to owners and breeders requesting their assistance with signatures or missing documentation.

·        Promotes and sells all AHA related programs and services.

·        Daily print function of all outgoing documents from previously entered work. This includes Certificates of Registration for purebred, half and Anglo Arabians, transported semen permits and certificates, embryo transfer permits and certificates, DNA kits, daily correspondence letters.

·        Assist incoming calls regarding the Datasource Program with login and navigation problems, subscription renewals and questions.

·        Supports Records department while attending national or miscellaneous shows by exercising basic knowledge of all programs and services offered by AHA.

·        Coordinates shipping of promotional materials, booths, computers, etc., to and from assigned events.

·        Researches and investigates questions regarding work that has been received and processed; or that is pending.

·        Troubleshoot website and online forms through email inquiries and phone support.

·        Assists visiting owners with requests for information, transactions or problems with their work.

·        Prepare accurate, grammatically correct and properly formatted letters and e-mails, as needed, to answer owner inquiries.

·        Perform the error correction function as needed.

·        Write up adjustments as needed for customer accounts.

·        Represents AHA at events (e.g., National Championship shows, Scottsdale and Convention).

·        Pro-active in identifying potential problems or customer issues; advises management and makes recommendations to eliminate/minimize these problems/issues.

·        Immediately advises appropriate staff members of problems, concerns, changes, etc., relative to AHA.

·        Maintains and updates assigned reports and projects.

·        Maintains files (manual and computerized) and records of correspondence relative to AHA’s operations. Promotes an accurate, detail oriented and organized environment.

·        Properly follows the policies and procedures for answering and distributing calls and messages, processing paperwork, etc.

·        Working overtime and/or travel (multiple days and out-of-state) may be required.

·        Maintains good communications and working relationships with all AHA employees, members, volunteers, vendors, related organizations and businesses, and other customers

·        Maintain the Datasource portion of the website by approving the application of incoming photos. Respond as needed to the Datasource email box.

·        Follows work-at-home procedures when required, is trustworthy, team oriented and self-reliant.

·        Provide new work to those team members at home. Prepare that work to be filed away as processed work.

·        Is a team player, we function as a team and rely on the others in our department.

·        Performs other duties and accepts other responsibilities as assigned.

Specialized Functions:

These duties are distributed between the Registry Service Representatives in the department. They are part of our every day work and daily expectations:

·        Canadian Arabian Horse Registry; data entry, incoming calls regarding registration, membership, transfers and permits. Accept and apply payments through Canadian funds. Daily print function of all previously entered work. This includes Certificates of Registration for purebred, and part Arabian horses, transported semen permits and certificates, embryo transfer permits and certificates, DNA kits, daily correspondence letters, membership cards.

·        Racing; issuance of secondary DNA identification kits, new Certificate of Registration for Racing, accurately draw and describe markings and whorl placement, transfers, track transfers and claims, maintain numerous logs for pending and outgoing work. Re-digitize markings to meet the AJC standard for accuracy for the new Certificate of Registration for Racing. Be familiar with the current AJC rules and regulations regarding the issuance of documents. Accept and apply payments as provided.

·        Export; assemble and prepare outgoing passports, prepare the write up and documentation of export paperwork for shipping abroad, provide DNA reports to foreign registries as requested, maintain export shipping log. Respond to questions from US owners as well as foreign owners on the fees and procedures for export.

·        Rush work; daily scan incoming rush work via mail, email and fax as well as internal rush documents provided by other RSR’s. Distribute batches to the proper RSR if noted then work the rest of the batches. Set up completed documents for scan to owner if requested.

Secondary Responsibilities:

Assist other divisions/departments as needed.

Education and Experience Required:

·        Skills and Knowledge: Experience equal to that normally gained through a minimum of three years in a general office environment that has included high-volume customer service, dealing with the public, and extensive recordkeeping (data entry). BS in Equine Science (or equivalent equine experience) preferred. Good analytical and problem solving skills.

·        Ability to demonstrate: excellent written, verbal and interpersonal skills, problem-solving skills, experience with database management, spreadsheet design, and word-processing. Must also have good time management skills. This is a team environment, thus, cooperation and flexibility of the team members is important. Must learn detail registration rules and regulations and the internal procedures for processing work. Highly desired is experience in the equine industry.

·        Abilities: Customer-service driven; detail and accuracy oriented; extremely organized; quick learner and self-motivated.

·        Ability to identify a problem and initiate the resolution process; establish priorities and multi-task with concurrent deadlines.

·        Work with individuals with all levels of personalities and all levels of technical expertise; affectively communicate technical concepts (such as registration rules) to customers. Demonstrated aptitude for quickly learning new programs, rules, and technologies. Flexible and change oriented. Must be decisive and focused.

·        Able and willing to travel and work overtime as required.

·        If traveling, must have a valid Colorado driver’s license and be insurable under AHA’s automotive insurance policy.

Benefits:

·        401(k)

·        401(k) matching

·        Dental insurance

·        Flexible schedule

·        Health insurance

·        Paid time off

·        Vision insurance

Schedule:

·        8 hour shift

·        Day shift

·        Monday to Friday

·        Ability to commute/relocate:

·        Aurora, CO 80014: Reliably commute or planning to relocate before starting work (Required)

Experience:

Call center: 1 year (Preferred)

Customer service: 1 year (Preferred)

To learn more about the Arabian Horse Association, and to see what other jobs they have listed on Of The West, click here. 

Tagged as: customer service, data entry

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Contact us

Arabian Horse Association

Breed Association

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