Customer Service Representative II (Remote)

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. This role contributes to an integrated sales and service center, providing high-quality service to members and constituents while ensuring satisfactory resolutions to service inquiries.

Responsibilities:

• Sales and Up service Programs: Takes all steps necessary to exceed service expectations by actively participating in AMA 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 AMA information, and development of specific written responses (eg, invoices, letter of good standing, receipt, policy information, and conference registration). Respond to non-phone service inquiries as needed. All inquiries are to be handled as outlined in USC Service Functions. Responds to questions regarding AMA policy or any other issues in a professional, informative, and efficient manner. Accurately forwards inquiries to AMA subject matter experts when inquiries are beyond the scope of the USC (eg, legal or political matters, high level policy questions, media inquiries)
• Digital Support: Supports access to the AMA Website through assistance with single sign on registration and password reset. Assists Physicians and non-physician customers with the navigation of the AMA website
• Health Solutions: Responds to service inquiries regarding AMA 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. Research 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 AMA Profiles and other credentialing products, responds to inquiries regarding AMA credentialing products, and provides information on pricing, order status, and billing. Supports the AMA 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 AMA staff
• 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
• 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
• 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
• More advanced knowledge of current AMA physician advocacy issues and of the AMA membership product