Service Center Representative

You are a dynamic, customer-focused individual with a passion for helping others. Known for being a friendly voice and helpful hand for members and customers, you are ready to make a difference and join a dedicated team in a dynamic environment where no two days are the same. Excited to be part of a supportive team that values collaboration and innovation, you thrive on helping medical professionals advance their careers and education. You enjoy being the first point of contact for incoming communications, consistently providing top-notch sales and service support.
If this sounds like you, please read on!
The Service Center Representative is responsible for handling incoming communications to the Academy, including phone, email, fax, etc. Responsible for receiving and processing orders, payments, subscriptions, refunds, technical issues, CME transcripts and course and webinar registrations. Promotes Academy products and programs by cross selling, telemarketing, and recruiting participants for focus group discussions. Supports Annual Meeting and other exhibits/meetings as needed, serving in a sales/service capacity. Interfaces with Finance department for processing check and purchase order payments.

• Responsible for handling incoming communications via phone and email to the Academy. Processes inquiries and triages calls, outbound call campaigns, email, web submission forms, fax to appropriate resources as needed, and work internal reports.
• Responds to member, customer, and Academy staff inquiries regarding products and programming, registrations, subscriptions, CME inquiries, and general membership questions. Processes payments, subscriptions, dues, and refund requests. Promotes member products and programs by cross-selling and upselling.
• Offers Tier I technical support for internal and external customers. Troubleshooting basic computer issues, password issues, updating membership email records on the back end, uploading missing CME credits, troubleshooting Membership Mobile application and Annual Meeting mobile application.
• Responds to website and technical inquiries, including accessing online educational resources, member mobile app reviews in Apple and Google play stores and troubleshooting account access. Works with technical staff to investigate and resolve issues and documents issues in detail into ticketing system.
• In conjunction with Marketing and Education teams, conducts telemarketing and sales outreach. May travel to various courses and exhibits to represent the Academy, including the Annual Meeting, assists with exhibit preparation, promotes/sells products and gathers customer/member feedback.
• Maintains accurate member and customer contact information and records, orders, and shipments. Responsible for maintaining data integrity, managing email and address hygiene, and eliminating duplicate records. Correspondence: monitoring and triaging JIRA service tickets and open service items recorded in the Contact Tracking Database.
• Provides feedback on external customer issues, system issues and processes. Works on ad hoc projects for various departments during departments slow periods.
• Supports the Membership Experience team with the annual procurement of resident information from recognized training institutions. Ensures that associated internal record management processes for surgeon and non-surgeon members are thoroughly documented.
• Responsible for all membership group transition operational activities requiring a change or update to the member record within AMS environment. This includes, but is not limited to, transition to Emeritus status, transition to Candidate Member, assigning Military and Inactive market codes and coordinating membership promotional activities such as Payment Plan and Hardship Waiver. Additionally, responsible for updating records identified in the weekly exception report review process and ensuring corrective action is initiated.
• Provides Tier 1 technical support for members and customers to effectively resolve all AAOS and non-AAOS CME related issues including but not limited to processing and claiming, transcript updates, ABOS transmission, MOC status and error resolution. Submits Service Tickets to ensure errors are accurately resolved by business partners and issues are escalated to Tier 2 and 3 levels as required to complete ticket within established SLAs. Suggests process improvements to facilitate an optimal member experience for all CME related activities and touchpoints, both internal and external.
• Provides Tier 1 technical support to ensure member satisfaction and optimize the overall member journey. This responsibility includes but is not limited to navigation and support of AAOS website, password login and reset activities, as well as successfully accessing and consuming content for purchased online products from both AAOS and external business partners such as Wolters Kluwer. Responsible for ensuring all contact tracking information is updated in a timely and accurate manner.

Exemplifies the following essential values of the Academy:

• Teamwork : Effective collaboration and team-focus to solve complex problems and drive innovation.
• Empowerment: The authority, information, and skills to make decisions and drive results.
• Accountability : Ownership of process and results that drive decisions and ensure implementation.
• Mindset of Growth/Continuous Learning : Focused on and invested in self and staff development to become more adaptable, making the Academy more agile, innovative, and sustainable.

Travel:

• Up to 10 days per year

Qualifications:
Required:

• High school diploma.
• Superior interpersonal communication and writing skills.
• Attention to detail with a background in Customer Service or Sales.
• Proficiency in Microsoft Word, Excel and Outlook.
• Ability to multi-task in a fast-paced environment.
• Ability to manage a large volume of calls and emails.

Desired:

• Association, Not-for-profit or Medical Society experience
• Database entry/order entry experience
• Familiarity with medical terminology
• Multilingual Proficiency

Hourly Rate: $25-$29
Join us in shaping AAOS' success! If this resonates with you, apply today by sharing the following:
-Clearly communicate why you are the ideal candidate for this role, providing specific examples and experiences as proof points.
-Resumes must be accompanied by a cover letter with salary expectations to be considered.
Please note:
This hybrid position is based in Rosemont, Illinois and is open to applicants who are able to commute weekly to this office.
Applicants must already be authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of work visas.
JOB CODE: 1000100