This is a hybrid role requiring in-person presence in the downtown Chicago, IL office on Tuesdays and Wednesdays each week. No Exceptions.
JOB SUMMARY
Serves as coordinator representative in the Member Resource Center (MRC) in the delivery of exceptional customer services for all internal and external customers and ensuring a positive member experience. The coordinator provides frontline support and is initial point of contact for via all externally facing member/customer touch points (i.e.- phones, email, website etc.). Must demonstrate teamwork, integrity, initiative, adaptability, and a willingness to gain new knowledge.
ESSENTIAL FUNCTIONS
- Manage, respond, and/or interact with customers (members and non-members) inquiries via all customer touchpoints (i.e.-phone, email, web form etc.) to provide information and assistance.
- Document customer interactions, details of inquiries, complaints, and/or comments, as well as actions taken.
- Use database to track, gather information, and/or troubleshoot customer issues.
- Achieve productivity standards and goals while maintaining highest level of customer service.
- Upsell/cross-sell AOA products and services that meet customer needs.
- Adhere to performance expectations and standard operating procedures.
- Provide and maintain information regarding association policies, practices, and procedures.
- Participate in outbound annual membership recruitment and retention campaigns.
- Handle financial transactions, membership dues payments, credits, payment corrections and adjustments, enter and reconcile offline bank payments, research payment items and perform follow-up processes. Also, perform member outreach for collecting payment on outstanding invoices.
- Identify and provide recommendations for process improvement and enhancements that better serve AOA’s customers.
- Maintain up-to-date knowledge of membership, CME and association programs, products/services, and policies to support inquiries to the department.
- Support initiatives and/ or goals for the Membership Services Department and overall organization.
- Ensure data quality of information entered the system for customers.
- Works closely with manager to resolve difficult/unusual issues.
- Utilize member support applications including Fonteva CRM (Salesforce), Outlook, Learning Management System platform, other AOA databases; Nextiva Call Center applications and other AOA data support systems to perform job functions/responsibilities.
- Learn new functionality of systems and processes as they are introduced.
MINIMUM QUALIFICATION OR EXPERIENCE
Education:
- High school diploma or GED required.
- Bachelor’s degree preferred.
- Some post-secondary education preferred.
Experience:
- 1-3 years in a customer service or higher-level operational position, preferably healthcare or an association setting.
- Call center experience is preferred.
Licensure or Certification: None
SPECIAL SKILLS/EQUIPMENT
- Customer Service Attitude and Skills - Team player, Commitment, Patience, Enthusiasm, Attention to detail, Flexibility/Adaptability, Problem solving
- Professionalism - Good judgement, integrity, accountability, ability to interact with all levels of staff
- Communication Skills - Excellent verbal, writing and interpersonal communications
- Positive personality and a desire to work with members and nonmembers.
- Ability to work independently as well as a team environment without direct supervision.
- Good organizational skills
- Proficient in use of Microsoft Office applications
- Familiarity with association management software preferred
PHYSICAL, MENTAL DEMANDS/WORKING ENVIRONMENT
PHYSICAL
Sitting: 90%
Standing/Walking: 10%
Lifting: Minimal, less than 20 lbs.
Vision: Computer, phone
MENTAL
High pressure; goal oriented; fast paced. Able to handle multiple responsibilities simultaneously.
ENVIRONMENT
Hybrid Work; Office environment
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
American Osteopathic Association is unable to sponsor work visas at this time.