Registry Services & Customer Ops Associate

At PIR, the Registry Services and Customer Operations team is responsible for ensuring registry services are efficiently and effectively delivered to our customers, partners, and teammates on a daily basis.

Essential Duties and Responsibilities

•    It is critical for PIR to know and understand our registrar feedback on our services. Each year PIR conducts a survey to gather, analyze and action this feedback. For this year, we would like the intern to enhance the look of our survey as well as the process. Specifically, the intern will analyze and summarize survey options for PIR’s 1,000 registrars across the globe. The intern will make recommendations on the survey experience (i.e. user interface).

•    The intern will research, analyze and present findings on CRM (customer relationship management) tools to help increase operational efficiency and effectiveness.

Additional Responsibilities 

•    Other projects may include project management and customer lifecycle mapping. 

•    Participate in special projects as directed by the Senior Director, Registry Services & Customer Operations and Senior Manager of Customer Operations.

Learning Objectives 

This position will allow the intern to learn about the functionality of Operations and customer experience.

Supervision Received and Exercised

Position works under direct supervision of the Senior Manager, Customer Experience & Operations. 

Preferred Skills, Qualifications and Other Requirements

•    Ability to work 40 hours per week throughout the term of the internship on a hybrid location basis with two days per week (Tuesdays and Thursdays) in our Reston, VA office and the remaining hours per week remotely.

•    Enrolled full-time and pursuing an undergraduate degree from an accredited college/university majoring in business, or related field. 

•    Strong Microsoft Excel skills and proficiency in Microsoft Word and PowerPoint.

•    Detail oriented with ability to multi-task, take ownership and work independently.

•    Solid quantitative and analytical skills, with strong modeling experience a plus.

•    Ability to communicate clearly and concisely, both orally and in writing.

•    Strong interpersonal, organizational, and time management skills.

•    Must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. This position is not eligible for Visa Sponsorship or CPT Authorization.

Physical Requirements 

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

●    While performing the duties of this job, the employee is regularly required to talk and hear.

●    Ability to access information using a computer for up to 4 hours at a time.

●    Requires sitting or standing at a desk for extended periods of time.

●    Requires mobility within the office.

Work Environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Reasonable Accommodation. PIR will provide reasonable accommodation to the known physical or mental limitations of a qualified individual with a disability, unless doing so poses an undue hardship on the operation of the business.

Equal Employment Opportunity, OSHA, and Harassment

Public Interest Registry (PIR) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identification or genetics. In addition to federal law requirements, PIR complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall and transfers, leaves of absence, compensation, and training.

PIR expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of PIR’s employees to perform their job duties may result in discipline up to and including discharge.

PIR provides a workplace free from recognized hazards and complies with standards, rules and regulations issued under the OSH Act.