Remote Membership & Support Specialist II

American Medical Association

Chicago (IL)

On-site

USD 33,000 - 42,000

Full time

14 days+

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Job summary

The American Medical Association is seeking a remote Customer Service Representative II on the Marketing & Membership Experience team to deliver unparalleled world-class service across members, potential members and nonphysician customers. This role emphasizes outbound calling, membership information, digital support, and subscription management for journals and AMA products.

This non-exempt position offers an hourly pay range and opportunities to contribute to AMA's mission in a fast-paced,

Qualifications

Bachelor’s degree or 4 years of customer service and/or telemarketing experience strongly preferred.
Experience with service center tools (e.g., telephony, measurement, applications).
Excellent oral communication skills, and experience communicating with physicians in writing and by phone.
Ability to work effectively in a high volume, production oriented environment.
Ability to learn and effectively work with computerized systems and computers.

Responsibilities

Sales and Up service Programs: Takes all steps necessary to exceed service expectations by actively participating in AMA Membership, Health Solutions, Journal and other sales and up service programs that achieve specific unit and service representative goals. This consists of 60%-70% of outbound calling throughout the week.
Membership: Responsible for handling phone inquiries of all types regarding membership benefits, membership pricing, and processing in an efficient and professional manner. Service interactions may require verbal responses, distribution of standard AMA information, and development of specific written responses (eg, invoices, letter of good standing, receipt, policy information, and conference registration). Respond to non-phone service inquiries as needed. All inquiries are to be handled as outlined in USC Service Functions. Responds to questions regarding AMA policy or any other issues in a professional, informative, and efficient manner. Accurately forwards inquiries to AMA subject matter experts when inquiries are beyond the scope of the USC (eg, legal or political matters, high level policy questions, media inquiries).
Digital Support: Supports access to the AMA Website through assistance with single sign on registration and password reset. Assists Physicians and non-physician customers with the navigation of the AMA website.
Health Solutions: Responds to service inquiries regarding AMA products promoted in the online and print catalogs. Provides information on products, pricing, order status, and billing. Supports the online catalog by assisting with registration, passwords, and navigation. Enters book and subscription orders. Research and resolves fulfillment problems. Issues call tags and processes pricing adjustments, refunds, and reshipments.
Journals: Responds to inquiries regarding print and online journal subscriptions, including product information, pricing, order status, and billing. Assists constituents with access to JAMA and Archives Journals Online and CME Online by providing product and registration information and by assisting with passwords and navigation. Enters journal orders and researches and resolves service interruptions. Sends back issues or makes other subscription adjustments as appropriate.
Other (AIMS, Profiles): Validates physician identity. Collects updated or missing contact and demographic data. Updates AIMs. Understands AMA Profiles and other credentialing products, responds to inquiries regarding AMA credentialing products, and provides information on pricing, order status, and billing. Supports the AMA Profiles Hub by assisting with registration, passwords, and navigation.