Customer Service Representative III

Customer Service Representative III

Remote - Illinois

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 a remote opportunity for a Customer Service Representative III on our Marketing and Membership Experience team.

As a Customer Service Representative III you will contribute to the development of an integratedsales and service center, which establishes and implements service standardsyielding "unparalleled world class service". Place the AMA ahead of industry standards byall measures. Provideservice to all constituents (member, potential member and non physiciancustomer) while striving to deliver the highest quality service tomembers. Demonstrate an in-depthknowledge of all constituents and their needs. Follow through on all service inquiries to ensure a satisfactoryresolution. Consistentlydemonstrate high-level of professionalism in all interactions with internal andexternal constituents, colleagues, and management. Serve as a role model for AMA serviceculture. Follow USC service transactionmodel and service functions and take all steps necessary to assure accuracy andcompleteness of service inquiries.

RESPONSIBILITIES:

• Sales and up service Programs: Take all steps necessary to exceed serviceexpectations by actively participating in AMA Membership, Health Solutions,Journal and other sales and up service 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 (e.g., 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. Respond to questions regarding AMA policy orany other issues in a professional, informative, and efficient manner. Accurately forward inquiries to AMA subjectmatter experts when inquiries are beyond the scope of the USC (e.g., legal orpolitical matters, high level policy questions, media inquiries).
• Digital Support: Support access to the AMAWebsite through assistance with single sign on registration and password reset.Assist Physicians and non-physician customers with the navigation of the AMAwebsite.
• Health Solutions: Respond to service inquiries regarding AMAproducts promoted in the online and print catalogs. Provide information on products, pricing,order status, and billing. Support theonline catalog by assisting with registration, passwords, and navigation. Enter book and subscription orders. Researchand resolve fulfillment problems. Issuescall tags and processes pricing adjustments, refunds, and reshipments.
• Journals: Respond to inquiries regarding print and online journal subscriptions,including product information, pricing, order status, and billing. Assistconstituents with access to JAMA and Archives Journals Online and CME Online byproviding product and registration information and by assisting with passwordsand navigation. Enter journal orders andresearch and resolve service interruptions. Send back issues or make othersubscription adjustments as appropriate.
• Other (AIMS, Profiles): Validate physicianidentity. Collect updated or missingcontact and demographic data. UpdateAIMs. UnderstandAMA Profiles and other credentialing products, respond to inquiries regardingAMA credentialing products, and provide information on pricing, order status,and billing. Support the AMA ProfilesHub by assisting with registration, passwords, and navigation.
• Actively participate in USC activities (training, performance management, USC workgroups, and service center improvement projects.)

May include other responsibilities as assigned

REQUIREMENTS:

1. Bachelor's degree or 4+ years of customer service and/or telemarketing experience strongly preferred.
2. Meet USC attendance and punctuality requirements.
3. Exhibit professional appearance and demeanor and serves as a role model for all AMA staff.
4. Experience with service center tools (e.g., telelphony, measurement, applications).
5. 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.
6. Excellent oral communication skills and experience 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. Extraordinary customer service skills and ability to establish and maintain relationships with AMA constituencies and AMA staff
   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
   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 expectations
9. AMA's safety and policy protocols require proof of full vaccination against COVID19 for employment at AMA (including booster when eligible). Employees may apply for a religious or medical exemption from getting the vaccine.

The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation in Chicago.

We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association 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.

THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION