Experienced Customer Service Representative II – Unified Service Center

At arenaflex, we are dedicated to promoting the art and science of medicine and the betterment of public health. As a leading professional association of physicians, we strive to create a culture of excellence, equity, and inclusivity. We are committed to increasing the diversity of our staff across all levels of the organization and fostering a work environment where our employees can be their authentic selves. We are seeking an experienced Customer Service Representative II to join our Unified Service Center team. As a key member of our team, you will contribute to an integrated sales and service center that sets the standard for unparalleled world-class service. You will provide exceptional service to all constituents, including members, potential members, and non-physician customers, while striving to deliver the highest quality service to our members.

About arenaflex

arenaflex 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. Our mission is to promote the art and science of medicine and the betterment of public health. We are committed to social responsibility and dedicated to creating a work environment that values diversity, equity, and inclusion.

Responsibilities

As a Customer Service Representative II, you will be responsible for:

• Sales and Up Service Programs: Exceeding 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: 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 (e.g., invoices, letter of good standing, receipt, policy information, and conference registration).
• Digital Support: Supporting access to the AMA Website through assistance with single sign-on registration and password reset. Assisting physicians and non-physician customers with the navigation of the AMA website.
• Health Solutions: Responding to service inquiries regarding AMA products promoted in the online and print catalogs. Providing information on products, pricing, order status, and billing. Supporting the online catalog by assisting with registration, passwords, and navigation.
• Journals: Responding to inquiries regarding print and online journal subscriptions, including product information, pricing, order status, and billing. Assisting 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.
• Other (AIMS, Profiles): Validating physician identity. Collecting updated or missing contact and demographic data. Updating AIMs. Understanding AMA Profiles and other credentialing products, responding to inquiries regarding AMA credentialing products, and providing information on pricing, order status, and billing.
• Other Functions/Responsibilities: Actively participating in USC activities (training, performance management, USC workgroups, and service center improvement projects).

Requirements

* Meets all attendance and punctuality requirements of the Unified Service Center.

• Exhibits professional appearance and demeanor and serves as a role model for all AMA staff.
• Bachelor's degree or 4 years of customer service and/or telemarketing experience strongly preferred.
• Experience with service center tools (e.g., telephony, measurement, applications).
• 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.
• 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.

Salary and Benefits

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 business considerations, 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 arenaflex's benefits offerings, please click here.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, arenaflex 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.

Accommodations

The AMA is committed to improving the health of the nation. We are dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you require reasonable accommodation because of a disability in completing any part of the employment process, please e-mail [email protected] or call (312) 464-4734 to help us understand the nature of your request and provide us with your contact information. Apply Job! Apply for this job