Customer Service Rep II (Remote)

Customer Service Rep II

Remote Chicagoland Area (IL, IN, WI)

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

We continuously work to embed equity in our internal practices and are committed to increasing the diversity of our staff across all levels of the organization. We intentionally work to create the right conditions to enable our employees to feel that they can be their authentic selves and fully participate in the life of the enterprise.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity for a remote Customer Service Rep II on our Unified
Service Center team. You will Contributes to an integrated sales and service center,
which establishes and implements service standards yielding "unparalleled
world class service". Places the
AMA ahead of industry standards by all measures. Provides
service to all constituents (member, potential member and nonphysician
customer) while striving to deliver the highest quality service to
members. Demonstrates an in-depth
knowledge of all constituents and their needs. Follows through on all service inquiries to ensure a satisfactory
resolution. Consistently
demonstrates high levels of professionalism in all interactions with internal
and external constituents, colleagues, and management. Serves as a role model for AMA service
culture. Follows USC service transaction
model and service functions and take all steps necessary to assure accuracy and
completeness of service inquiries.

RESPONSIBILITIES:

Sales and Up service Programs

• Takes all steps necessary to exceed service expectations by actively participating in AMA Membership, Health Solutions, Journal and other sales and up service programs that achieve specific unit and service representative goals.
• This consists of 60%-70% of outbound calling throughout the week.

Membership

• Responsible for handling phone inquiries of all types regarding membership benefits, membership pricing, and processing in an efficient and professional manner. Service interactions may require verbal responses, distribution of standard AMA information, and development of specific written responses (eg, invoices, letter of good standing, receipt, policy information, and conference registration).
• Respond to non-phone service inquiries as needed. All inquiries are to be handled as outlined in USC Service Functions.
• Responds to questions regarding AMA policy or any other issues in a professional, informative, and efficient manner.
• Accurately forwards inquiries to AMA subject matter experts when inquiries are beyond the scope of the USC (eg, legal or political matters, high level policy questions, media inquiries).

Digital Support

• Supports access to the AMA Website through assistance with single sign on registration and password reset.
• Assists Physicians and non-physician customers with the navigation of the AMA website.

Health Solutions

• Responds to service inquiries regarding AMA products promoted in the online and print catalogs.
• Provides information on products, pricing, order status, and billing.
• Supports the online catalog by assisting with registration, passwords, and navigation.
• Enters book and subscription orders. Research and resolves fulfillment problems.
• Issues call tags and processes pricing adjustments, refunds, and reshipments.

Journals

• Responds to inquiries regarding print and online journal subscriptions, including product information, pricing, order status, and billing.
• Assists constituents with access to JAMA and Archives Journals Online and CME Online by providing product and registration information and by assisting with passwords and navigation.
• Enters journal orders and researches and resolves service interruptions.
• Sends back issues or makes other subscription adjustments as appropriate.

Other (AIMS, Profiles)

• Validates physician identity.
• Collects updated or missing contact and demographic data.
• Updates AIMs. Understands AMA Profiles and other credentialing products, responds to inquiries regarding AMA credentialing products, and provides information on pricing, order status, and billing.
• Supports the AMA Profiles Hub by assisting with registration, passwords, and navigation.

Other Functions/Responsibilities:

• Actively participates in USC activities (training, performance management, USC workgroups, and service center improvement projects.)

May include other responsibilities as assigned

REQUIREMENTS:

1. Meets all attendance and punctuality requirements of the Unified Service Center.
2. Exhibits professional appearance and demeanor and serves as a role model for all AMA staff.
3. Bachelor's degree or 4 years of customer service and/or telemarketing experience strongly preferred.
4. Experience with service center tools (e.g., telelphony, measurement, applications).
5. Advanced knowledge of AMA structure and organization, AMA periodicals, books, products, and basic CPT-IS, Physician Profile, Physician Select information is needed. Also needed is more advanced knowledge of current AMA physician advocacy issues) and of the AMA membership product.
6. Excellent oral communication skills, and experience communicating with physicians in writing and by phone.

Essential functions:

1. Ability to effectively communicate in English

2. Ability to receive and accurately understand information over the telephone and in writing

3. Ability to take ownership and anticipate the customers need to enhance the customer experience

4. Ability to elicit information from customers quickly and easily

5. Ability to provide information to customers clearly and concisely

6. Ability to react quickly, calmly, and with sound judgment to customer requests and complaints

7. Ability to learn and effectively work with computerized systems and computers

8. Ability to quickly learn and apply product and organizational information

9. Ability to work effectively in a high volume, production oriented environment

10. Ability to maintain accurate, organized information on customer service interactions

11. Ability to develop and maintain effective working relationships with other customer service staff and with other key staff throughout the AMA.

General Service Skills:

1. Strong listening skills

2. Strong oral communication skills

3. Business writing communication skills

4. Strong stress tolerance

5. Well developed personal computer skills, including expertise with Microsoft suite of software

6. Strong problem solving skills

7. Strong sense of commitment and dedication to servicing members

8. Strong interpersonal skills

9. Demonstrates high energy level, enthusiasm, patience, and positive attitude

10. Strong analytical and decision-making skills

11. Ability to multi-task in a high production business environment

12. Ability to work individually and as a team member to solve problems

13. Takes responsibility for service interactions, exercises independent judgment, and provides complete resolution

14. Strong customer service skills and understanding of relationship building with AMA constituents

15. Demonstrates attention to detail and accuracy in all service transactions

16. Ability to synthesize and apply new information quickly

17. Ability to prioritize phone and other service interactions required

18. Demonstrates dedication to achieving AMA service goals by establishing loyal relationships that exceed service expectations

19. Extraordinary customer service skills and ability to establish and maintain relationships with AMA constituencies and AMA staff

20. Provide strong commitment to continuous quality improvement

The salary range for this position is $21.45-$25.46. This is the lowest to highest salary we believe we would pay for this role at the time of this posting. An employee's pay within the salary range will be determined by a variety of factors including but not limited to business consideration, geographical location, and internal equity, as well as candidate qualifications, such as skills, education, and experience. Employees are also eligible to participate in a bonus plan. To learn more about the American Medical Association's benefits offerings, please click here.

We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant's race, color, religion, sex, age, national origin, sexual orientation, gender identity and veteran or disability status.

THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION