**Join arenaflex, a leading organization in the healthcare industry, as we strive to promote the art and science of medicine and the betterment of public health.**
Are you passionate about delivering exceptional customer service and making a positive impact in the lives of healthcare professionals? Do you have a strong desire to work in a dynamic and inclusive environment that values diversity and equity? If so, we invite you to apply for the Experienced Customer Service Representative II role at arenaflex.
**About arenaflex**
arenaflex is the nation's largest professional Association of physicians and a non-profit organization dedicated to promoting the art and science of medicine and the betterment of public health. Our mission is to unite physicians, patients, and the medical community to create a healthier nation. We are committed to increasing diversity and equity in our internal practices and strive to create an inclusive environment where all employees feel valued and empowered to contribute their best work.
**About the Role**
As an Experienced Customer Service Representative II at arenaflex, you will be part of our Unified Service Center team, which is responsible for delivering unparalleled world-class service to our members, potential members, and non-physician customers. You will be the face of arenaflex, providing exceptional service and support to our constituents through various channels, including phone, email, and online platforms.
**Responsibilities**
* Contribute to an integrated sales and service center that establishes and implements service standards, yielding unparalleled world-class service and placing arenaflex ahead of industry standards by all measures.
* Provide service to all constituents, striving to deliver the highest quality service to members, while demonstrating an in-depth knowledge of all constituents and their needs.
* Follow through on all service inquiries to ensure satisfactory resolution, consistently demonstrating high levels of professionalism in all interactions with internal and external constituents, colleagues, and management.
* Serve as a role model for arenaflex service culture, following the USC service transaction model and service functions, and taking all steps necessary to assure accuracy and completeness of service inquiries.
* Participate in sales and up-service programs, such as AMA Membership, Health Solutions, Journal, and other programs that achieve specific unit and service representative goals.
* Handle phone inquiries of all types regarding membership benefits, membership pricing, and processing in an efficient and professional manner.
* Respond to non-phone service inquiries as needed, following USC Service Functions.
* Respond to questions regarding AMA policy or any other issues in a professional, informative, and efficient manner.
* Accurately forward inquiries to AMA subject matter experts when inquiries are beyond the scope of the USC.
* 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.
* 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.
* 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, research and resolve service interruptions, and send back issues or make other subscription adjustments as appropriate.
* Validate physician identity, collect updated or missing contact and demographic data, update AIMs, and understand AMA Profiles and other credentialing products.
* Respond to inquiries regarding AMA credentialing products, provide information on pricing, order status, and billing, and support 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 arenaflex 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 arenaflex 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 arenaflex physician advocacy issues and of the AMA membership product.
* Excellent oral communication skills, and experience communicating with physicians in writing and by phone.
**Essential Functions**
1. Ability to effectively communicate in English.
2. Ability to receive and accurately understand information over the telephone and in writing.
3. Ability to take ownership and anticipate the customer's need to enhance the customer experience.
4. Ability to elicit information from customers quickly and easily.
5. Ability to provide information to customers clearly and concisely.
6. Ability to react quickly, calmly, and with sound judgment to customer requests and complaints.
7. Ability to learn and effectively work with computerized systems and computers.
8. Ability to quickly learn and apply product and organizational information.
9. Ability to work effectively in a high volume, production-oriented environment.
10. Ability to maintain accurate, organized information on customer service interactions.
11. Ability to develop and maintain effective working relationships with other customer service staff and with other key staff throughout arenaflex.
**General Service Skills**
1. Strong listening skills.
2. Strong oral communication skills.
3. Business writing communication skills.
4. Strong stress tolerance.
5. Well-developed personal computer skills, including expertise with Microsoft suite of software.
6. Strong problem-solving skills.
7. Strong sense of commitment and dedication to servicing members.
8. Strong interpersonal skills.
9. Demonstrates high energy level, enthusiasm, patience, and positive attitude.
10. Strong analytical and decision-making skills.
11. Ability to multi-task in a high production business environment.
12. Ability to work individually and as a team member to solve problems.
13. Takes responsibility for service interactions, exercises independent judgment, and provides complete resolution.
14. Strong customer service skills and understanding of relationship building with arenaflex constituents.
15. Demonstrates attention to detail and accuracy in all service transactions.
16. Ability to synthesize and apply new information quickly.
17. Ability to prioritize phone and other service interactions required.
18. Demonstrates dedication to achieving arenaflex service goals by establishing loyal relationships that exceed service expectations.
19. Extraordinary customer service skills and ability to establish and maintain relationships with arenaflex constituencies and arenaflex staff.
20. Provide strong commitment to continuous quality improvement.
**Salary and Benefits**
The salary range for this position is $21.45-$25.46. This is the lowest to highest salary we believe we would pay for this role at the time of this posting. An employee's pay within the salary range will be determined by a variety of factors, including business consideration, geographical location, and internal equity, as well as candidate qualifications, such as skills, education, and experience. Employees are also eligible to participate in a bonus plan. To learn more about arenaflex's benefits offerings, please click here.
**Diversity and Inclusion**
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.
**How to Apply**
If you are passionate about delivering exceptional customer service and making a positive impact in the lives of healthcare professionals, we invite you to apply for the Experienced Customer Service Representative II role at arenaflex. Please click here to submit your application.