Dynamics 365 CS Lead - AI-Driven Support

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

Benefits offered by this job

Hybrid work model

Travel up to 5 days/year

Job summary

American Academy of Orthopaedic Surgeons in Rosemont, IL seeks a service-oriented professional to own D365 Customer Service administration, resolve member inquiries via phone, email, and web, and optimize workflows. You will leverage AI-enabled features to enhance case handling and reporting while maintaining data integrity across CRM systems.

The role requires 5+ years in customer service and a degree, with a hybrid work model and travel up to 5 days per year.

Qualifications

• Associate’s degree and 5+ years of customer service experience.
• Strong written and verbal communication.
• Proficiency with CRM/Association Management Systems and data integrity.

Responsibilities

• Serve as the primary technical point of contact for member inquiries across phone, email, and web.
• Administers and optimizes D365 Customer Service, including queues, routing, workflows, metrics, and dashboards.
• Applies AI-enabled tools to accelerate resolution and validates AI outputs.

Skills

D365 Customer Service

Power Platform

Power BI

Excel

CRM

Cross-functional

Communication

Education

Associate's degree

Tools

Microsoft Office

Dynamics 365

Job description

American Academy of Orthopaedic Surgeons in Rosemont, IL seeks a service-oriented professional to own D365 Customer Service administration, resolve member inquiries via phone, email, and web, and optimize workflows. You will leverage AI-enabled features to enhance case handling and reporting while maintaining data integrity across CRM systems.

The role requires 5+ years in customer service and a degree, with a hybrid work model and travel up to 5 days per year.