Customer Service Representative II (Remote)

American Medical Association•Chicago, IL

7d•$24 - $31•Remote

About The Position

The American Medical Association (AMA) is seeking a remote Customer Service Representative II to join their Marketing & Membership Experience team. This role is crucial for establishing and implementing unparalleled world-class service standards, positioning the AMA ahead of industry benchmarks. The representative will provide high-quality service to all constituents (members, potential members, and non-physician customers), demonstrating an in-depth understanding of their needs and ensuring satisfactory resolution of all service inquiries. A high level of professionalism is expected in all interactions, serving as a role model for the AMA's service culture and adhering to the USC service transaction model.

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.
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.
Advanced knowledge of current AMA physician advocacy issues.
Advanced knowledge of the AMA membership product.
Excellent oral communication skills.
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.
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.

Responsibilities

Actively participate in AMA Membership, Health Solutions, Journal, and other sales and up-service programs to achieve specific unit and service representative goals, which constitutes 60%-70% of outbound calling.
Handle all types of phone inquiries regarding membership benefits, pricing, and processing efficiently and professionally, including verbal responses, distribution of standard AMA information, and development of specific written responses.
Respond to non-phone service inquiries as needed, following USC Service Functions guidelines.
Respond to questions regarding AMA policy or other issues professionally, informatively, and efficiently.
Accurately forward inquiries beyond the scope of the USC (e.g., legal, political, high-level policy, media inquiries) to appropriate AMA subject matter experts.
Support access to the AMA Website by assisting with single sign-on registration and password resets.
Assist physicians and non-physician customers with navigating the AMA website.
Respond to service inquiries regarding AMA products promoted in online and print catalogs, providing 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.
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.
Validate physician identity.
Collect updated or missing contact and demographic data.
Update AIMs.
Understand AMA Profiles and other credentialing products, respond to inquiries regarding these products, and provide information on pricing, order status, and billing.
Support the AMA Profiles Hub by assisting with registration, passwords, and navigation.
May include other responsibilities as assigned.