[Hiring] Customer Service Representative II @American Medical Association

Role Description

The American Medical Association (AMA) has an opportunity for a remote Customer Service Representative II on our Marketing & Membership Experience team. This role contributes to an integrated sales and service center, which establishes and implements service standards yielding "unparalleled world class service".

• Provides service to all constituents (member, potential member, and non-physician customer) while striving to deliver the highest quality service.
• Demonstrates an in-depth knowledge of all constituents and their needs.
• Follows through on all service inquiries to ensure a satisfactory resolution.
• Consistently demonstrates high levels of professionalism in all interactions with internal and external constituents, colleagues, and management.
• Serves as a role model for AMA service culture.
• Follows USC service transaction model and service functions to assure accuracy and completeness of service inquiries.

Responsibilities

• Sales and Up service Programs: Exceeds service expectations by actively participating in AMA Membership, Health Solutions, Journal, and other sales and up service programs (60%-70% of outbound calling).
• Membership: Handles phone inquiries regarding membership benefits, pricing, and processing efficiently and professionally.
• Digital Support: Supports access to the AMA Website through assistance with single sign-on registration and password reset.
• Health Solutions: Responds to service inquiries regarding AMA products, provides information on products, pricing, order status, and billing.
• Journals: Responds to inquiries regarding print and online journal subscriptions, including product information, pricing, order status, and billing.
• Other (AIMS, Profiles): Validates physician identity, collects updated or missing contact and demographic data, and responds to inquiries regarding AMA credentialing products.
• May include other responsibilities as assigned.

Qualifications

• 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.
• Excellent oral communication skills, with experience communicating with physicians in writing and by phone.

Requirements

• Meets all attendance and punctuality requirements of the Unified Service Center.
• Exhibits professional appearance and demeanor.
• 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.
• 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 key staff throughout the AMA.

Benefits

• This role is a non-exempt position with an hourly range of $23.63-$30.83.
• Employees are eligible to participate in an incentive plan.