Customer Relations Representative

Oncology Nursing Society

2d•$34,833 - $41,800•Hybrid

About The Position

The Customer Relations Representative – ONCC is responsible for providing excellent customer service on behalf of ONCC by responding to customers via telephone and email regarding ONCC certification tests and renewal programs, certification eligibility, customer accounts, products, and services. Fulfilling requests for materials, processing payments, orders, and requests; performing initial screening of candidate applications to ensure completeness, and lockbox data entry. Providing support to customers using third-party platforms contracted by ONCC. Responsible for writing, editing, following, and ensuring the accuracy of Standard Operating Procedures (SOPs) for ONCC customer service functions. This team member is a known customer service expert. While this position is primarily remote, there will be a requirement for in-office work several times a month at our Pittsburgh, PA location.

Requirements

Strong knowledge of Microsoft Office suite
Accurate data entry skills
Excellent organizational and time management skills with the ability to handle multiple projects
Written and oral presentation skills including answering questions from customers via telephone and email
Ability to read and comprehend basic instructions, correspondence, and memos; ability to maintain confidentiality regarding sensitive information
High school diploma or equivalent
0-3 years of customer-related experience

Nice To Haves

Working knowledge of association membership software preferred.

Responsibilities

Provides support to ONCC customers by telephone and email.
Resolves product or service problems and acts as a liaison between the customer and ONCC contracted vendors to facilitate customer inquiries and resolve problems
Assists customers with inquiries related to eligibility criteria for multiple certification tests and renewal programs, products, and services
Provides Tier 1 technical assistance to users navigating ONCC's and affiliate websites, portals, and online platforms.
Maintains customer records within association membership software (e.g., updates account information)
Receives, processes, and reconciles orders from bank lockbox, telephone, fax, and US mail.
Reconciles financial information for daily and monthly end batch balances.
Processes invoices, written credential verifications, certification applications, transfers, and refunds for certified nurses, candidates, and other stakeholders
Assembles congratulatory packets, recognition plaques, and ONCC-related fulfillment, and maintains accurate on-site inventory of supplies and materials used for fulfillment.
Maintains monthly database of APHON members to ensure appropriate pricing for candidates.
Generates various reports to track customer service activities, renewal applications, and audit notifications, and assists with identifying issues and recommending solutions.
Demonstrates and supports a culture of diversity, equity, and inclusion