Customer Service Representative

2 weeks ago

Chicago, Illinois, United States American Osteopathic Association Full time

Job Summary

We are seeking a highly skilled and dedicated Customer Service Representative to join our team at the American Osteopathic Association. As a key member of our Membership Services Department, you will be responsible for providing exceptional customer service to our internal and external customers, ensuring a positive member experience.

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment. You will be responsible for managing customer inquiries, providing information and assistance, and documenting customer interactions.

Key Responsibilities

  • Manage and respond to customer inquiries via phone, email, and web form
  • Provide information and assistance to customers, ensuring a positive experience
  • Document customer interactions, details of inquiries, complaints, and comments, as well as actions taken
  • Use database to track, gather information, and 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
  • Identify and provide recommendations for process improvement and enhancements that better serve AOA 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

Requirements

  • High school diploma or GED required
  • Bachelors degree preferred
  • Some post-secondary education preferred
  • 1-3 years in a customer service or higher-level operational position, preferably healthcare or an association setting
  • Call center experience is preferred

Physical, Mental Demands/Working Environment

Sitting: 90%

Standing/Walking: 10%

Lifting: Minimal, less than 20 lbs.

Vision: Computer, phone

High pressure; goal oriented; fast paced. Able to handle multiple responsibilities simultaneously.

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.

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