Job Description
At arenaflex, we are committed to promoting the art and science of medicine and the betterment of public health. As a leading professional association of physicians, we strive to create a healthier nation by fostering an inclusive, people-first culture where every employee is empowered to perform at their best. Our mission starts with our people, and we are dedicated to social responsibility, professional development, and meaningful change in healthcare and the communities we serve. We are seeking an experienced Customer Service Representative II to join our Marketing & Membership Experience team. As a key member of our team, you will contribute to an integrated sales and service center that sets the standard for unparalleled world-class service. You will provide exceptional service to all constituents, including members, potential members, and non-physician customers, while striving to deliver the highest quality service to members. **Responsibilities:** * Sales and Up Service Programs: + 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: + Handle 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. + Issue call tags and process 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. **Requirements:** * Meet all attendance and punctuality requirements of the Unified Service Center. * Exhibit professional appearance and demeanor and serve as a role model for all AMA staff. * Bachelor's degree or 4 years of customer service and/or telemarketing experience strongly preferred. * High school diploma or equivalent education required. * Experience with service center tools (e.g., telephony, 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. * 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. * 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 expectations. * Extraordinary customer service skills and ability to establish and maintain relationships with AMA constituencies and AMA staff. * Provide strong commitment to continuous quality improvement. **What We Offer:** * Competitive salary range: $23.16 - $24.61. * Eligibility to participate in an incentive plan. * Comprehensive benefits package, including medical, dental, and vision insurance. * 401(k) retirement plan with company match. * Paid time off and holidays. * Opportunities for professional growth and development. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. **How to Apply:** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. Apply for this job