At arenaflex, we are a leading professional organization dedicated to promoting the art and science of medicine and the betterment of public health. As a Customer Service Representative II on our Unified Service Center team, you will play a vital role in delivering exceptional service to our members, potential members, and non-physician customers. We are committed to creating a diverse and inclusive work environment where our employees can thrive and grow.
**About arenaflex**
arenaflex 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. Our mission is to promote the art and science of medicine and the betterment of public health. We are committed to embedding equity in our internal practices and increasing the diversity of our staff across all levels of the organization.
**Our Culture**
We value our employees and strive to create a work environment that is inclusive, supportive, and empowering. We encourage and support professional development for our employees, and we are dedicated to social responsibility. Our team is passionate about delivering exceptional service and making a positive impact on the lives of our members and the broader community.
**Job Summary**
As a Customer Service Representative II, you will be responsible for providing high-quality service to our members, potential members, and non-physician customers. You will be the primary point of contact for our customers, handling phone inquiries, responding to emails, and resolving issues in a timely and professional manner. You will also be responsible for promoting our membership programs, products, and services, and for providing information on AMA policy and other issues.
**Responsibilities**
* Provide exceptional service to our members, potential members, and non-physician customers through phone, email, and other channels
* Handle phone inquiries regarding membership benefits, membership pricing, and processing in an efficient and professional manner
* Respond to non-phone service inquiries as needed, following USC Service Functions guidelines
* Respond to questions regarding AMA policy or 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
* Support access to the AMA Website through assistance with single sign-on registration and password reset
* Assist physicians and non-physician customers with navigation of the AMA website
* 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
* 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
* 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**
* Bachelor's degree or 4 years of customer service and/or telemarketing experience strongly preferred
* 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
**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 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
**Salary and Benefits**
The salary range for this position is $21.45-$25.46. This is the lowest to highest salary we believe we would pay for this role at the time of this posting. An employee's pay within the salary range will be determined by a variety of factors including but not limited to business consideration, geographical location, and internal equity, as well as candidate qualifications, such as skills, education, and experience. Employees are also eligible to participate in a bonus plan. To learn more about the arenaflex benefits offerings, please click here.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, arenaflex 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.
**Accommodations**
The arenaflex is committed to improving the health of the nation. We are dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you require reasonable accommodation because of a disability in completing any part of the employment process, please e-mail
[email protected] or call (312) 464-4734 to help us understand the nature of your request and provide us your contact information.