Experienced Customer Service Representative II – Marketing & Membership Experience Team

At arenaflex, we're dedicated 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 healthier nation by fostering an inclusive, people-first culture where every employee is empowered to perform at their best. Our mission starts with our people, and we're excited to invite you to join our team as a Customer Service Representative II on our Marketing & Membership Experience team.

About arenaflex

arenaflex is the nation's largest professional association of physicians, a non-profit organization that serves as a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. Our commitment to improving the health of the nation drives everything we do, from promoting the art and science of medicine to advancing meaningful change in healthcare and the communities we serve.

Job Summary

We're seeking an experienced Customer Service Representative II to join our Marketing & Membership Experience team. As a key member of our team, you'll contribute to an integrated sales and service center that establishes and implements service standards yielding "unparalleled world-class service." You'll provide exceptional 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 to ensure satisfactory resolutions.

Responsibilities

As a Customer Service Representative II, you'll be responsible for:

• Sales and Up-Sell Programs: Exceed service expectations by actively participating in AMA Membership, Health Solutions, Journal, and other sales and up-sell programs that achieve specific unit and service representative goals. This will consist of 60%-70% of outbound calling throughout the week.
• Membership: Handle 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 AMA information, and development of specific written responses (e.g., invoices, letters of good standing, receipts, policy information, and conference registration).
• Digital Support: Support access to the AMA Website through assistance with single sign-on registration and password reset. Assist physicians and non-physician customers with the navigation of the AMA website.
• Health Solutions: 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.
• Journals: 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.
• Other (AIMS, Profiles): 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

To be successful in this role, you'll need:

• Education: Bachelor's degree or 4 years of customer service and/or telemarketing experience strongly preferred. High school diploma or equivalent education required.
• Experience: 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.
• Skills: 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 customer's 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.
• Personal Qualities: 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.

What We Offer

As a Customer Service Representative II at arenaflex, you'll enjoy:

• Competitive Salary: $23.16 - $24.61 per hour, with an employee's pay within the salary range determined by a variety of factors, including business considerations, geographical location, candidate qualifications, skills, education, and experience.
• Incentive Plan: Eligibility to participate in an incentive plan.
• Benefits: Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, and paid time off.
• Career Growth Opportunities: Opportunities for professional growth and development, including training and education programs.
• Diverse and Inclusive Work Environment: 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're 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, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

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 for this job