Customer Service Representative

1 week ago


North Bethesda, United States The American Occupational Therapy Association, Inc Full time

**AOTA Culture Values**:
**_At AOTA, we believe excellence occurs when:_**
- Trust and respect are incorporated into decisions at all levels;
- AOTA invests in its employees; and
- Responsibility and accountability for work are fairly assigned.

**_We believe that:_**
- Autonomy and empowerment are essential to satisfaction and productivity;
- Creativity and innovation only improve projects and outcomes; and
- Diversity and inclusivity are essential to success.

**Employee Name**:TBD **Job Family**: Innovation & Engagement

**Employment Status**:Non-Exempt **Team**: Member Engagement

**Grade**:4 **Position No**:PN-78

**Reports To**:Customer Service Manager **Date Revised**: May 24, 2024

**Competency Level**:Staff

***:
**POSITION SPECIFIC DUTIES**:

- Provides customer support & an excellent experience through:

- Is the first line of phone response during the assigned shift.
- Occasionally processes customer financials including payments, group invoicing, and/or write-offs.
- Review data integrity and process updates as needed.
- Collaborates with colleagues who work in customer service, operations/finance, and member engagement.
- The Representative reports to the Director, Member Engagement and works closely with the Customer Service Lead who provides training on Customer Service procedures as needed.
- In interactions with members and prospective members especially, approaches connectivity with a hospitality attitude, encouraging members to renew their membership (if applicable) or prospective members to join.
- Formulates suggestions on existing processes and policies to increase department productivity, improve member experience and increase membership retention.
- Identify and embrace the AOTA culture values and employ them in all interactions with peers, managers, volunteers, members, and other stakeholders.
- Demonstrate accountability for the duties and responsibilities assigned to your role.
- Perform all duties with excellence and integrity and communicate with all AOTA staff, volunteers, and members with respect.
- Embrace diversity and work proactively with peers and leadership to foster an equitable and inclusive workplace.
- Other duties as assigned.



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