This is a hybrid position requiring 2 day, in person, in our downtown Chicago, IL office.
JOB SUMMARY
The Membership Coordinator serves in the Member Resource Center (MRC) in the delivery of exceptional customer service for all internal and external customers and ensuring a positive member experience. The Coordinator provides frontline support and is initial point of contact for all externally facing member/customer touch points (i.e.- phones, email, website etc.). Must demonstrate teamwork, integrity, initiative, and adaptability..
ESSENTIAL FUNCTIONS
- Manages, responds, and/or interacts with customers’ (members and non-members) inquiries via all customer touchpoints (i.e.-phone, email, web form etc.) to provide information and assistance.
- Record customer interactions, details of inquiries, complaints, and/or comments, as well as actions taken.
- Maintain highest level of customer service.
- Upsell/cross-sell AOA products and services that meet customer needs.
- Provide and maintain information regarding AOA’s policies, practices, and procedures.
- Handles financial transactions, membership dues payments, credits, adjusts payments, balances bank batches, and makes calls to collect on outstanding invoices.
- Identify and provide recommendations for process improvement and enhancements that better serve AOA’s customers.
- Maintains up-to-date knowledge of membership, CME and association programs, products/services, and policies to support inquiries to the department.
- Supports initiatives and/ or goals for the Membership Services Department and overall organization.
- Ensures data quality of information entered the system for customers.
- Works closely with manager to resolve difficult/unusual issues.
- Utilizes member support applications such as Outlook, Learning Management System platform, AOA databases; Nextiva Call Center applications and other AOA data support systems.
MINIMUM QUALIFICATIONS OR EXPERIENCE
Education:
- High school diploma or GED required.
- Bachelor’s degree or equivalent years of call-center experience preferred
Experience:
- 1-3 years in a customer service or higher-level operational position, preferably healthcare or an association setting.
- Call center experience is preferred.
SPECIAL SKILLS/EQUIPMENT
- Excellent Customer Service Skills.
- Strong attention to detail.
- Problem solving skills
- Excellent verbal, writing and interpersonal communications.
- Ability to work independently as well as collaboratively.
- Good organizational skills
- Intermediate to advanced in use of Microsoft Office applications
- Familiarity with association management software a plus.
PHYSICAL, MENTAL DEMANDS/WORKING ENVIRONMENT
PHYSICAL
- Sitting: 90%
- Standing/Walking: 10%
- Lifting: Minimal, less than 20 lbs.
- Vision: Computer, phone
MENTAL
Able to handle multiple responsibilities simultaneously.
ENVIRONMENT
- Hybrid Work Model
- Typical 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.
American Osteopathic Association
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