at American Medical Association in Chicago, Illinois, United States
Job Description
Customer Service Representative III
Chicago, IL
The
American Medical Association (AMA) 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.?
To be part of the AMA is to be part of our Mission to promote the art and
science of medicine and the betterment of public health.
We
continuously work to embed equity in our internal practices and
are committed to increasing the diversity of our staff across all levels of the
organization. We intentionally work to create the right conditions
to enable our employees to feel that they can be their authentic selves and
fully participate in the life of the enterprise.
We
encourage and support professional development for our employees, and
we are dedicated to social responsibility. We invite you to learn
more about us and we look forward to getting to know you.
We
have an opportunity at our corporate offices in Chicago for
a Customer Service Representative III on our Marketing & Membership Experience team. As a Customer Service Representative III you will contribute to an integrated sales and service center,
which establishes and implements service standards yielding “unparalleled
world class service”. You will be expected to place the
AMA ahead of industry standards by all measures.
You will also provide service to all constituents (member, potential member and nonphysician
customer) while striving to deliver the highest quality service to
members. You will also demonstrate an in-depth
knowledge of all constituents and their needs, and follow through on all service inquiries to ensure a satisfactory
resolution.
As a Customer Service Representative III you will consistently
demonstrate high levels of professionalism in all interactions with internal
and external constituents, colleagues, and management, and serve as a role model for AMA service
culture. Furthermore you will follow USC service transaction
model and service functions and take all steps necessary to assure accuracy and
completeness of service inquiries.
RESPONSIBILITIES:
+ Sales and Upservice Programs: Takes all steps necessary to exceed serviceexpectations by actively participating in AMA Membership, Health Solutions,Journal and other sales and upservice programs that achieve specific unit andservice representative goals. This consists of 60%-70% of outbound callingthroughout the week.
+ Membership:Responsible for handling phone inquiries of all types regardingmembership benefits, membership pricing, and processing in an efficient andprofessional manner. Serviceinteractions may require verbal responses, distribution of standard AMAinformation, and development of specific written responses (eg, invoices,letter of good standing, receipt, policy information, and conferenceregistration). Respond to non-phoneservice inquiries as needed. Allinquiries are to be handled as outlined in USC Service Functions. Responds to questions regarding AMA policy orany other issues in a professional, informative, and efficient manner. Accurately forwards inquiries to AMA subjectmatter experts when inquiries are beyond the scope of the USC (eg, legal orpolitical matters, high level policy questions, media inquiries).
+ Digital Support: Supports access to the AMAWebsite through assistance with single sign on registration and password reset.Assists Physicians and non-physician customers with the navigation of the AMAwebsite.
+ Health Solutions: Responds to service inquiries regarding AMAproducts promoted in the online and print catalogs. Provides information on products, pricing,order status, and billing. Supports theonline catalog by assisting with registration, passwords, and navigation. Enters book and subscription orders. Researchand resolves fulfillment problems.Issues call tags and processes pricing adjustments, refunds, andreshipments.
+ Journals:Responds to inquiries regarding print and online journal subscriptions,including product information, pricing, order status, and billing. Assistsconstituents with access to JAMA and Archives Journals Online and CME Online byproviding product and registration information and by assisting with passwordsand navigation. Enters journal ordersand researches and resolves service interruptions. Sends back issues or makesother subscription adjustments as appropriate.
+ Other (AIMS, Profiles): Validates physicianidentity. Collects updated or missingcontact and demographic data. UpdatesAIMs. UnderstandsAMA Profiles and other credentialing products, responds to inquiries regardingAMA credentialing products, and provides information on pricing, order status,and billing. Supports the AMA ProfilesHub by assisting with registration, passwords, and navigation.
+ Actively participates in USC activities(training, performance management, USC workgroups, and service centerimprovement projects.)
May include otherresponsibilities as assigned.
REQUIREMENTS:
1. Meets all attendance and punctuality requirements of the Unified Service Center.
2. Exhibits professional appearance and demeanor andserves as a role model for all AMA staff.
3. Bachelor’s degree or 4 years ofcustomer service and/or telemarketing experience strongly preferred.
4. Experience with service centertools (e.g., telephone, measurement, applications).
5. Advanced knowledge of AMAstructure and organization, AMA periodicals, books, products, and basicCPT-IS, Physician Profile, Physician Select information is needed. Also needed is more advanced knowledgeof current AMA physician advocacy issues) and of the AMA membershipproduct.
6. Excellent oral communication skills, andexperience communicating with physicians in writing and by phone.
7. Essential functions:-Ability to effectively communicate in English-Ability to receive and accurately understand information over the telephone and in writing-Ability to take ownership and anticipate the customers need to enhance the customer experience-Ability to elicit information from customers quickly and easily-Ability to provide information to customers clearly and concisely-Ability to react quickly, calmly, and with sound judgment to customer requests and complaints-Ability to learn and effectively work with computerized systems and computers-Ability to quickly learn and apply product and organizational information-Ability to work effectively in a high volume, production oriented environment-Ability to maintain accurate, organized information on customer service interactions-Ability to develop and maintain effective working relationships with other customer service staff and with other key staff throughout the AMA.
8. General Service Skills:-Strong listening skills-Strong oral communication skills-Business writing communication skills-Strong stress tolerance-Well developed personal computer skills, including expertise with Microsoft suite of software-Strong problem solving skills-Strong sense of commitment and dedication to servicing members-Strong interpersonal skills-Demonstrates high energy level, enthusiasm, patience, and positive attitude-Strong analytical and decision-making skills-Ability to multi-task in a high production business environment-Ability to work individually and as a team member to solve problems-Takes responsibility for service interactions, exercises independent judgment, and provides complete resolution-Strong customer service skills and understanding of relationship building with AMA constituents-Demonstrates attention to detail and accuracy in all service transactions-Ability to synthesize and apply new information quickly-Ability to prioritize phone and other service interactions required-Demonstrates dedication to achieving AMA service goals by establishing loyal relationships that exceed service expectati
