Customer Care Center Specialist

American Nurses Association, Inc.; Silver Spring (MD); Sur place; USD 25 000 - 33 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

First call resolution

Multi-tasking

Communication skills

Outils

Personify CRM

Description du poste

Career Title: Customer Care Center Specialist

Department: Certification

Note: Competitive salary commensurate with customer service experience

FLSA: Non-exempt (hourly)

Note: Union dues are 1.44% of bi-weekly paycheck

Career Summary

The Certification team is looking for a dedicated Customer Care Center Specialist (CCCSP) that functions as an integral member of the American Nurses Enterprise (ANE) Customer Care Center and is primarily responsible for providing real-time first call resolution to incoming customer calls and for responding to customer inquiries received via email. The CCCSP handles calls and emails that impact individual nurses, health care organizations, state/regulatory bodies, and vendors. The CCCSP addresses and resolves questions or issues that include but are not limited to certification/verification, publications, financial transactions, and membership. The CCCSP must be able to work in a fast-paced environment, be able to multi-task, and always maintain calm and efficient demeanor. The CCCSP is the “customer face” of the ANE.

Join the American Nurses Enterprise (ANE) and be part of the team building a healthy world through the power of nurses. Our goals are to (1) Elevate the Profession of Nursing Globally

• Evolve the Practice of Nursing to Improve Health, Health Care, and Health Equity and (3) Ensure the Professional Success of Nurses. Our core values: Trusted, Inclusive, Innovative and Empowered guide everything we do. We are committed to creating a supportive and dynamic workplace where employees can thrive.

We understand the importance of work-life balance and offer flexible work arrangements and generous paid time off. Our modern office spaces are designed to foster collaboration and creativity. The collaborative culture and supportive team environment make ANE a great place to grow your career.

General Duties

What Y ou W ill D o:

• Provides real-time first call resolution for incoming customer calls received via the queue. Average call volume for the Customer Care Center is 80 calls per day. Functions include assisting customers with general website navigation; providing general information on ANE products and services, including available webinars and promotional codes; creating or completing online certification, verification of certification, membership and publications orders; processing credit card payments for a variety of products including payment for balances due; and providing general information regarding statuses of certification, verification, membership and publication orders. Documents all customer interactions in Personify contact tracking and escalates issues according to established processes. Meets service level expectations.

Certification And Verification

• For certification and verification customers, they provide sensitive and accurate certification information to high-stakes customers including state boards of nursing, credentialing companies, and employers of certified nurses, according to clearly defined processes within the certification work unit. Is responsible for conducting in-depth research of detailed financial receipt inquiries from verification customers and providing accurate information on the status of prepaid verification accounts, resolving duplicate order issues, and providing available customer service recovery options such as free verification orders. This also includes the creation of certification and verification orders and processing credit card payments for verification and certification products. Processes tier-1 refunds as needed.

Certification Application And Exams