Certification Care Center Specialist

American Nurses Association, Inc.; Silver Spring (MD); On-site; USD 25,000 - 33,000; Full time

Job summary

American Nurses Association, Inc. is seeking a Customer Care Center Specialist in Silver Spring to provide real-time first call resolution for incoming calls and emails. You will support nurses, health care organizations, state boards, and vendors with certification, verification, membership, and publications orders.

The role requires calm, efficient handling of inquiries in a fast-paced environment, with documentation of all interactions and adherence to service levels.

Qualifications

• Experience in a fast-paced customer service environment.
• Ability to document interactions and resolve inquiries accurately.
• Strong communication and organizational skills.

Responsibilities

• Provide real-time first call resolution for incoming customer calls and emails; document interactions in the CRM and meet SLA expectations.
• Assist customers with website navigation and provide information on ANE products and services, webinars, and promotions; process orders including certification, verification, and memberships.
• Handle payments (credit card) for a range of products and resolve issues related to certification, verification, and publications.

Skills

Customer service

First call resolution

Multi-tasking

Communication skills

Tools

Personify CRM

Job description

American Nurses Association, Inc. is seeking a Customer Care Center Specialist in Silver Spring to provide real-time first call resolution for incoming calls and emails. You will support nurses, health care organizations, state boards, and vendors with certification, verification, membership, and publications orders.

The role requires calm, efficient handling of inquiries in a fast-paced environment, with documentation of all interactions and adherence to service levels.