Member Care Specialist — Customer Experience & Data

American-College-of-Cardiology-; Washington (District of Columbia); Sur place; USD 61 000 - 70 000; Plein temps

Avantages offerts par ce poste

Insurance coverage

Paid time off and holidays

Tuition assistance

Retirement contribution

Parental leave

Résumé du poste

The American College of Cardiology (ACC) is seeking a Member Care Associate to handle a high volume of member, customer, and staff contacts, updating critical records and providing product and service information. You will resolve problems, process payments, and manage various transaction types while maintaining expert knowledge of ACC offerings.

Responsibilities include CME credit statement entry for doctors, maintaining detailed FAQs, and supporting knowledge bases and data integrity

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Minimum 2+ years related work in call center, membership or similar service unit.
• Proficient with MS Office applications including advanced Excel and Microsoft Outlook.
• Excellent English language oral, written and comprehension abilities.
• Demonstrates an ability to effectively work within a database, updating and tracking member information, and supporting data maintenance efforts.

Responsabilités

• Provide high quality and productive customer sales and service to members and customers.
• Process payments for members and customers; manage and reconcile batch processes and meet processing timelines.
• Maintain expert knowledge of ACC products, various marketing promotions, programs, and activities; providing excellent customer service, identifying and resolving issues, and effectively handling multiple transaction types.
• Manage the CME credit statement entry for doctors who review articles in JACC journals.
• Maintain a detailed FAQ List for use by Member Care and Data Integrity staff as a quick desk reference.
• Analyze daily transactions, correct records, and adjust errors.
• Respond to member/customers’ requests via telephone or email within established timeframes.
• Participate in training of new Member Care employees.
• Manage a high volume of incoming phone calls with professionalism and tact.
• Prepare a monthly activity report due the 25th of each month.
• Coordinate the preparation and shipment of material for live programs. Navigate customers/members through acc.org as needed.
• Assist Team Leader with the research and adoption of new technology to improve service to members.
• Support and partner with Data Integrity Team on managing member profile data updates, overall database maintenance efforts, and various data management projects.
• Collaborate with, and support, other members of the Member Services team and contribute to idea generation and execution for continual process improvements and enhancements.
• Produce, test, and publish knowledgebase reference materials such as knowledge base articles, customer surveys, and FAQs. Undertake operational support activities such as maintaining the contacts database and ensuring dashboards are working correctly.
• Schedule, facilitate, and conduct reviews and audits of information and content to ensure accuracy and quality. Communicate any changes in knowledgebase information to ACC staff in a timely fashion.
• Develop and maintain an adaptive and interactive knowledge base of information across a variety of topics, which supports external and internal customers. Identify and create self-service content and articles to improve efficiency and increase customer satisfaction.
• Develop and maintain Member Care email and Chat templates.
• Assist with process automation rules ensuring that processes are reviewed, up to date, and that all users are aware of changes.
• Responsible for adhering to ACC’s Organizational Accountabilities and the Member Services Core Accountabilities:
• Consistently demonstrate Member Services values in all business interactions and performance, including recognizing and appreciating members and volunteers, maintaining collaborative relationships, delivering personalized service, assuring honest and reliable business relationships, and leading by example.
• Other duties assigned.

Connaissances

Excellent communication

Time management

Problem solving

Attention to detail

Formation

Bachelor's degree or equivalent

Outils

MS Office

Excel

Microsoft Outlook

Description du poste

The American College of Cardiology (ACC) is seeking a Member Care Associate to handle a high volume of member, customer, and staff contacts, updating critical records and providing product and service information. You will resolve problems, process payments, and manage various transaction types while maintaining expert knowledge of ACC offerings.

Responsibilities include CME credit statement entry for doctors, maintaining detailed FAQs, and supporting knowledge bases and data integrity