Experienced Customer Service Representative II – Unified Service Center

At arenaflex, we're 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 culture of equity, diversity, and inclusion within our organization. We're dedicated to social responsibility and encourage professional development for our employees. If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we invite you to join our team as an Experienced Customer Service Representative II – Unified Service Center.

About arenaflex

arenaflex is the nation's largest professional association of physicians, and a non-profit organization. We're 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're committed to creating a culture of equity, diversity, and inclusion within our organization, and we're dedicated to social responsibility.

About the Role

As an Experienced Customer Service Representative II – Unified Service Center, you'll be part of our integrated sales and service center team, which establishes and implements service standards yielding "unparalleled world-class service." You'll provide service to all constituents, including members, potential members, and non-physician customers, while striving to deliver the highest quality service to our members. You'll demonstrate an in-depth knowledge of all constituents and their needs, follow through on all service inquiries to ensure a satisfactory resolution, and consistently demonstrate high levels of professionalism in all interactions with internal and external constituents, colleagues, and management.

Responsibilities

* Sales and Up Service Programs: + Takes all steps necessary to exceed service expectations by actively participating in arenaflex 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:

+ Responsible for handling 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 arenaflex information, and development of specific written responses (e.g., invoices, letter of good standing, receipt, policy information, and conference registration). + Responds to non-phone service inquiries as needed. All inquiries are to be handled as outlined in USC Service Functions. + Responds to questions regarding arenaflex policy or any other issues in a professional, informative, and efficient manner. + Accurately forwards inquiries to arenaflex 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:

+ Supports access to the arenaflex Website through assistance with single sign-on registration and password reset. + Assists physicians and non-physician customers with the navigation of the arenaflex website.

• Health Solutions:

+ Responds to service inquiries regarding arenaflex products promoted in the online and print catalogs. + Provides information on products, pricing, order status, and billing. + 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.

• Journals:

+ Responds to inquiries regarding print and online journal subscriptions, including product information, pricing, order status, and billing. + Assists 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. + Enters journal orders and researches and resolves service interruptions. + Sends back issues or makes other subscription adjustments as appropriate.

• Other (AIMS, Profiles):

+ Validates physician identity. + Collects updated or missing contact and demographic data. + Updates AIMs. Understands arenaflex Profiles and other credentialing products, responds to inquiries regarding arenaflex credentialing products, and provides information on pricing, order status, and billing. + Supports the arenaflex Profiles Hub by assisting with registration, passwords, and navigation.

Requirements

* Meets all attendance and punctuality requirements of the Unified Service Center.

• Exhibits professional appearance and demeanor and serves as a role model for all arenaflex staff.
• 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 arenaflex structure and organization, arenaflex periodicals, books, products, and basic CPT-IS, Physician Profile, Physician Select information is needed. Also needed is more advanced knowledge of current arenaflex physician advocacy issues) and of the arenaflex membership product.
• Excellent oral communication skills, and experience communicating with physicians in writing and by phone.

Essential Functions

1. Ability to effectively communicate in English 2. Ability to receive and accurately understand information over the telephone and in writing 3. Ability to take ownership and anticipate the customers' need to enhance the customer experience 4. Ability to elicit information from customers quickly and easily 5. Ability to provide information to customers clearly and concisely 6. Ability to react quickly, calmly, and with sound judgment to customer requests and complaints 7. Ability to learn and effectively work with computerized systems and computers 8. Ability to quickly learn and apply product and organizational information 9. Ability to work effectively in a high-volume, production-oriented environment 10. Ability to maintain accurate, organized information on customer service interactions 11. Ability to develop and maintain effective working relationships with other customer service staff and with other key staff throughout arenaflex.

General Service Skills

1. Strong listening skills 2. Strong oral communication skills 3. Business writing communication skills 4. Strong stress tolerance 5. Well-developed personal computer skills, including expertise with Microsoft suite of software 6. Strong problem-solving skills 7. Strong sense of commitment and dedication to servicing members 8. Strong interpersonal skills 9. Demonstrates high energy level, enthusiasm, patience, and positive attitude 10. Strong analytical and decision-making skills 11. Ability to multi-task in a high-production business environment 12. Ability to work individually and as a team member to solve problems 13. Takes responsibility for service interactions, exercises independent judgment, and provides complete resolution 14. Strong customer service skills and understanding of relationship building with arenaflex constituents 15. Demonstrates attention to detail and accuracy in all service transactions 16. Ability to synthesize and apply new information quickly 17. Ability to prioritize phone and other service interactions required 18. Demonstrates dedication to achieving arenaflex service goals by establishing loyal relationships that exceed service expectations 19. Extraordinary customer service skills and ability to establish and maintain relationships with arenaflex constituencies and arenaflex staff 20. Provide strong commitment to continuous quality improvement

Compensation 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 arenaflex's benefits offerings, please click here.

Diversity and Inclusion

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 AMA is 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 with your contact information.

Apply Now

If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we invite you to apply for this exciting opportunity. Click here to apply now. Apply for this job