Customer Service Representative III

Remote (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 for a remote Customer Service Representative III on our MMX-Marketing & Member Experience team. As a Customer Service Representative III, you will Contribute to the development of an integrated sales and service center, which establishes and implements service standards yielding "unparalleled world class service". Place the AMA ahead of industry standards by all measures.Provide service to all constituents (member, potential member and nonphysician customer) while striving to deliver the highest quality service to members. Demonstrate an in-depth knowledge of all constituents and their needs. Follow through on all service inquiries to ensure a satisfactory resolution. Consistently demonstrate high-level of professionalism in all interactions with internal and external constituents, colleagues, and management. Serve as a role model for AMA service culture. Follow USC service transaction model and service functions and take all steps necessary to assure accuracy and completeness of service inquiries.

RESPONSIBILITIES:

Sales and up service Programs: Take all steps necessary to exceed 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:Responsible for 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).Respond to non-phone service inquiries as needed.All inquiries are to be handled as outlined in USC Service Functions.Respond to questions regarding AMA policy or any other issues in a professional, informative, and efficient manner.Accurately forward inquiries to AMA subject matter experts when inquiries are beyond the scope of the USC (e.g., legal or political matters, high level policy questions, media inquiries).
Digital Support: Support access to the AMA Website through assistance with single sign on registration and password reset. Assist Physicians and non-physician customers with the navigation of the AMA website.
Health Solutions:Respond to service inquiries regarding AMA products promoted in the online and print catalogs.Provide information on products, pricing, order status, and billing.Support the online catalog by assisting with registration, passwords, and navigation.Enter book and subscription orders. Research and resolve fulfillment problems.Issues call 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. Assist 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.Enter journal orders and research and resolve service interruptions. Send back issues or make other subscription adjustments as appropriate.
Other (AIMS, Profiles): Validate physician identity.Collect updated or missing contact and demographic data.Update AIMs. Understand AMA Profiles and other credentialing products, respond to inquiries regarding AMA credentialing products, and provide information on pricing, order status, and billing. Support the AMA Profiles Hub by assisting with registration, passwords, and navigation.

May Include Other Responsibilities As Assigned

REQUIREMENTS:

Bachelor’s degree or 4 years of customer service and/or telemarketing experience strongly preferred.
Meet USC attendance and punctuality requirements.
Exhibit professional appearance and demeanor and serves as a role model for all AMA staff.
Experience with service center tools (e.g., telelphony, 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:
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.
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 synthesizeand 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

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