CRM & Customer Experience Operations Lead

American Academy of Orthopaedic Surgeons; Rosemont (IL); Hybrid; USD 83,000 - 86,000; Full time

Job summary

American Academy of Orthopaedic Surgeons in Rosemont, Illinois seeks a technical customer service specialist to manage D365 CS, optimize workflows, and leverage AI assistants to improve support quality.

You will resolve inquiries via phone, email, and web while ensuring data integrity across CRM and AMS systems, with regular cross-functional collaboration and ongoing learning of new features. This is a hybrid, full-time position requiring in-office presence.

Qualifications

• 2-3 years of experience administering D365 Customer Service or a comparable CRM such as Salesforce Service Cloud or Service Hub, including queues, routing, forms, views, workflows, metrics, and dashboards, with hands‑on use of AI enabled features.
• Strong technology aptitude and eagerness to adopt AI‑assisted tools, automation, and analytics tools in a fast‑changing environment.
• Demonstrated proficiency with CRM and Association Management Systems, with a focus on data integrity
• Proven ability to troubleshoot complex issues and coordinate cross‑functionally to drive resolution and follow‑up
• Associate’s degree, plus five or more years of customer service experience with progressive levels of responsibility.
• Polished written and verbal communication paired with strong organizational, project management, and attention‑to‑detail skills
• Adaptable, team‑first mindset that thrives in a dynamic and collaborative environment
• Proficiency in Microsoft Office Suite, Power Platform, Excel reporting, D365 dashboards, and/or Power BI.

Responsibilities

• Serve as the primary technical point of contact for member and customer inquiries across phone, email, and web, resolving needs efficiently within D365 Customer Service.
• Regularly engage members and customers via phone and email to provide timely, helpful support and ensure a positive service experience.
• Administer and optimize D365 Customer Service, including queues, routing, case workflows, SLAs, metrics, and dashboards.
• Apply AI-enabled tools to accelerate resolution and continuously improve knowledge content.
• Troubleshoot complex issues across AAOS platforms, escalating and coordinating cross-functionally to drive resolution within SLA.

Skills

D365 Customer Service

CRM systems

AI-enabled tools

Data integrity

Troubleshooting

Microsoft Office Suite

Power Platform

Excel reporting

Power BI

Education

Associate’s degree

Tools

D365 dashboards

Salesforce Service Cloud

Job description

American Academy of Orthopaedic Surgeons in Rosemont, Illinois seeks a technical customer service specialist to manage D365 CS, optimize workflows, and leverage AI assistants to improve support quality.

You will resolve inquiries via phone, email, and web while ensuring data integrity across CRM and AMS systems, with regular cross-functional collaboration and ongoing learning of new features. This is a hybrid, full-time position requiring in-office presence.