CRM & Customer Service 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

You are the person people turn to when they need an answer, a solution, or a better way forward. You have a natural curiosity that drives you to figure out why something is not working and how it can be improved. You enjoy helping people, but you are just as excited by the systems, technology, and processes that power a great customer experience. Whether you are troubleshooting a complex issue, improving a workflow, cleaning up data, or identifying a smarter way to get things done, you are always looking for opportunities to make life easier for others. You connect the dots, solve problems with confidence, and take pride in creating seamless experiences while keeping everything running smoothly behind the scenes.

If this sounds like you, please read on!

• Serves as the primary technical point of contact for member and customer inquiries across phone, email, and web, resolving orders, payments, subscriptions, CME, and registration needs efficiently within D365 Customer Service.
• Regularly interacts with members and customers by phone, email, and other communication channels to provide timely, helpful support and ensure a positive service experience.
• Administers and optimizes D365 Customer Service, including queues, routing, case workflows, SLAs, metrics, and dashboards, to ensure timely, high-quality resolution and reporting.
• Applies AI-enabled tools such as case summarization, agent assist, and knowledge suggestions to accelerate resolution; reviews and validates AI outputs; and continuously improves knowledge content.
• Troubleshoots complex technical, access, and system issues across AAOS platforms, including the website, mobile apps, CME/MOC, and online products, escalating and coordinating cross-functionally to drive resolution within SLA.
• Safeguards CRM and AMS data integrity by maintaining accurate records, managing membership transitions and weekly exception reviews, and eliminating duplicate or outdated data.
• Identifies and drives processes, workflow, and automation improvements that enhance the member experience and reduce repeat issues.
• Promotes Academy products and programs through cross-selling and outreach and represents the Academy at the Annual Meeting and select events in a sales/service capacity.
• Supports the Service Center Team Lead with general onboarding and training for Customer Service staff.
• Trains the Service Center team on new system features, automation, and AI capabilities.
• Performs general departmental administrative tasks, including distributing department mail, assisting with member correspondence, and preparing member applications for scanning and processing.
• Actively supports member-facing service activities across membership records, CME needs, website access, online products, and related issue resolution to ensure accurate, timely, and positive member experience.

Travel:

• Up to 5 days per year

Qualifications:

Required:

• 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 such as case summarization, agent assist, and knowledge suggestions.
• 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.

Desired:

• Degree in business, information systems, computer science, or a related field.
• Microsoft Dynamics 365 or Power Platform certification, or equivalent hands‑on configuration experience
• Association or medical society experience, and a basic understanding of membership organizations.
• Bilingual proficiency in Spanish.
• Experience with Copilot or other AI assistants in a service setting, including prompt use and validation of AI‑generated responses
• Ability to build and interpret reports and dashboards to surface trends and inform service improvements
• Experience curating knowledge base content to improve self‑service and resolution quality
• Interest in and aptitude for supporting a blended team of service professionals and AI‑enabled agents

Salary Range: $83,000-$86,000, depending on qualifications and experience.

Please note: This hybrid position is based in Rosemont, Illinois and requires the ability to commute to the office at least twice per week. Applicants must be authorized to work in the United States on a full‑time basis without the need for current or future employer sponsorship. AAOS does not sponsor, and will not sponsor, Applicants or employees for purposes of obtaining or maintaining Work Authorization.