Introduction to blithequark
At blithequark, we are the nation's largest professional association of physicians and a non-profit organization, dedicated to promoting the art and science of medicine and the betterment of public health. As a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation, 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 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.
About the Role
We have an exciting opportunity for a remote Customer Service Representative II to join our Unified Service Center team. As a key member of our team, you will contribute to an integrated sales and service center, establishing and implementing service standards that yield "unparalleled world-class service." You will provide service to all constituents, including members, potential members, and non-physician customers, while striving to deliver the highest quality service to members. Your in-depth knowledge of all constituents and their needs will enable you to follow through on all service inquiries, ensuring a satisfactory resolution. As a role model for blithequark's service culture, you will consistently demonstrate high levels of professionalism in all interactions with internal and external constituents, colleagues, and management.
Key Responsibilities
- Takes all steps necessary to exceed service expectations by actively participating in blithequark Membership, Health Solutions, Journal, and other sales and up-service programs that achieve specific unit and service representative goals, with 60%-70% of outbound calling throughout the week.
- Handles phone inquiries of all types regarding membership benefits, membership pricing, and processing in an efficient and professional manner, with service interactions requiring verbal responses, distribution of standard blithequark information, and development of specific written responses.
- Responds to non-phone service inquiries as needed, handling all inquiries as outlined in the USC Service Functions, and responds to questions regarding blithequark policy or any other issues in a professional, informative, and efficient manner.
- Accurately forwards inquiries to blithequark subject matter experts when inquiries are beyond the scope of the USC, such as legal or political matters, high-level policy questions, or media inquiries.
- Supports access to the blithequark website through assistance with single sign-on registration and password reset, and assists physicians and non-physician customers with navigation of the blithequark website.
- Responds to service inquiries regarding blithequark products promoted in the online and print catalogs, provides information on products, pricing, order status, and billing, and supports the online catalog by assisting with registration, passwords, and navigation.
- Enters book and subscription orders, researches and resolves fulfillment problems, issues call tags, and processes pricing adjustments, refunds, and reshipments.
- Responds to inquiries regarding print and online journal subscriptions, including product information, pricing, order status, and billing, and assists constituents with access to JAMA and Archives Journals Online and CME Online by providing product and registration information and assisting with passwords and navigation.
- Enters journal orders, researches and resolves service interruptions, and sends back issues or makes other subscription adjustments as appropriate.
- Validates physician identity, collects updated or missing contact and demographic data, updates AIMs, and understands blithequark Profiles and other credentialing products, responding to inquiries regarding blithequark credentialing products and providing information on pricing, order status, and billing.
- Supports the blithequark Profiles Hub by assisting with registration, passwords, and navigation, and actively participates in USC activities, including training, performance management, USC workgroups, and service center improvement projects.
Essential Qualifications
To be successful in this role, you will need to meet the following essential qualifications:
- Bachelor's degree or 4 years of customer service and/or telemarketing experience strongly preferred.
- Experience with service center tools, such as telephony, measurement, and applications.
- Advanced knowledge of blithequark structure and organization, blithequark periodicals, books, products, and basic CPT-IS, Physician Profile, Physician Select information, as well as current blithequark physician advocacy issues and the blithequark membership product.
- Excellent oral communication skills and experience communicating with physicians in writing and by phone.
General Service Skills
In addition to the essential qualifications, you will need to possess the following 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 blithequark 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 blithequark service goals by establishing loyal relationships that exceed service expectations.
- Extraordinary customer service skills and ability to establish and maintain relationships with blithequark constituencies and blithequark staff.
- Provides strong commitment to continuous quality improvement.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to supporting the professional development of our employees. As a Customer Service Representative II, you will have access to training and development opportunities to enhance your skills and knowledge, as well as opportunities for career advancement within the organization. You will be part of a dynamic team that is dedicated to delivering exceptional service to our constituents, and you will have the opportunity to make a meaningful contribution to the success of our organization.
Work Environment and Company Culture
At blithequark, we are committed to creating a work environment that is inclusive, respectful, and supportive of all employees. We believe in fostering a culture of diversity, equity, and inclusion, and we are dedicated to ensuring that all employees feel valued, respected, and empowered to contribute their best work. As a remote employee, you will be part of a virtual team that is connected through technology and shared goals, and you will have the opportunity to collaborate with colleagues from diverse backgrounds and perspectives.
Compensation, Perks, and Benefits
The salary range for this position is $21.45-$25.46, and employees are also eligible to participate in a bonus plan. In addition to competitive compensation, blithequark offers a comprehensive benefits package that includes medical, dental, and vision insurance, as well as retirement savings and paid time off. We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and access to exclusive discounts and services.
Conclusion
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 to join our team at blithequark. As a Customer Service Representative II, you will be part of a dynamic team that is dedicated to making a positive impact on the lives of our constituents, and you will have the opportunity to grow and develop your skills and career in a supportive and inclusive environment. Apply today to take the first step towards an exciting and rewarding career with blithequark!
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