Experienced Full Stack Customer Service Representative – Healthcare Industry Expert

At arenaflex, we are a leading 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 Customer Service Representative II on our Unified Service Center team, you will play a vital role in delivering unparalleled world-class service to our constituents, including physicians, potential members, and non-physician customers. If you are passionate about providing exceptional customer experiences, have a strong background in customer service, and are eager to join a dynamic team, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is the nation's largest professional Association of physicians, and we are committed to creating a healthier nation. Our mission is to promote the art and science of medicine, and we strive to be a unifying voice and powerful ally for America's physicians and the patients they care for. We are dedicated to social responsibility and encourage and support professional development for our employees. Our organization is committed to increasing the diversity of our staff across all levels and creating a workplace where everyone feels valued and empowered to contribute their best.

About the Role

As a Customer Service Representative II, you will be responsible for handling phone inquiries, responding to non-phone service inquiries, and providing exceptional customer service to our constituents. You will work closely with our team to ensure that all service interactions are handled efficiently and professionally, and you will be expected to demonstrate a deep understanding of our products and services. Your primary responsibilities will include:

• Handling phone inquiries regarding membership benefits, pricing, and processing in an efficient and professional manner
• Responding to non-phone service inquiries as needed, following USC Service Functions
• Providing information on AMA policy or other issues in a professional, informative, and efficient manner
• Accurately forwarding inquiries to AMA subject matter experts when necessary
• Supporting access to the AMA Website through assistance with single sign-on registration and password reset
• Assisting physicians and non-physician customers with navigation of the AMA website
• Responding to service inquiries regarding AMA products promoted in the online and print catalogs
• Providing information on products, pricing, order status, and billing
• Supporting the online catalog by assisting with registration, passwords, and navigation
• Entering book and subscription orders, researching and resolving fulfillment problems
• Issuing call tags and processing pricing adjustments, refunds, and reshipments

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• Bachelor's degree or 4 years of customer service and/or telemarketing experience
• Advanced knowledge of AMA structure and organization, AMA periodicals, books, products, and basic CPT-IS, Physician Profile, Physician Select information
• Excellent oral communication skills, with 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 customer's needs 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

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 customer's needs 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

Compensation and Benefits

arenaflex offers a competitive salary range of $21.45-$25.46, with an employee's pay within the salary range determined by a variety of factors, including business considerations, geographical location, and internal equity, as well as candidate qualifications. Employees are also eligible to participate in a bonus plan. arenaflex is an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment.

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 through our website, and we look forward to reviewing your qualifications.

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