Experienced Customer Service Representative II - Remote Opportunity at arenaflex

As a leading professional organization in the medical field, arenaflex is dedicated to promoting the art and science of medicine and improving public health. We are committed to creating a diverse and inclusive work environment where our employees can thrive and grow. If you are passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply for our Customer Service Representative II position.

About arenaflex

arenaflex is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. Our mission is to promote the art and science of medicine and improve public health. We are committed to creating a diverse and inclusive work environment where our employees can thrive and grow.

About the Role

We are seeking an experienced Customer Service Representative II to join our Unified Service Center team. As a key member of our team, you will be responsible for providing exceptional customer service to our members, potential members, and non-physician customers. You will be the primary point of contact for our customers, handling phone inquiries, resolving issues, and providing information on our products and services.

Responsibilities

* Provide exceptional customer service to our members, potential members, and non-physician customers

• Handle phone inquiries, resolve issues, and provide information on our products and services
• Participate in sales and up-service programs to exceed service expectations
• Handle membership inquiries, including benefits, pricing, and processing
• Support access to the arenaflex website through assistance with single sign-on registration and password reset
• Assist physicians and non-physician customers with navigation of the arenaflex website
• Respond to service inquiries regarding arenaflex products, including product information, pricing, order status, and billing
• Enter book and subscription orders, research and resolve fulfillment problems
• Issue call tags and process pricing adjustments, refunds, and reshipments
• Validate physician identity, collect updated or missing contact and demographic data, and update AIMs
• Understand AMA Profiles and other credentialing products, respond to inquiries, and provide information on pricing, order status, and billing
• Participate in USC activities, including training, performance management, USC workgroups, and service center improvement projects

Requirements

* Bachelor's degree or 4 years of customer service and/or telemarketing experience

• Experience with service center tools, including telephony, measurement, and applications
• Advanced knowledge of arenaflex structure and organization, arenaflex periodicals, books, products, and basic CPT-IS, Physician Profile, Physician Select information
• Excellent oral communication skills, and experience communicating with physicians in writing and by phone
• Ability to effectively communicate in English
• Ability to receive and accurately understand information over the telephone and in writing
• Ability to take ownership and anticipate the customer's need to enhance the customer experience
• Ability to elicit information from customers quickly and easily
• Ability to provide information to customers clearly and concisely
• Ability to react quickly, calmly, and with sound judgment to customer requests and complaints
• Ability to learn and effectively work with computerized systems and computers
• Ability to quickly learn and apply product and organizational information
• Ability to work effectively in a high volume, production-oriented environment
• Ability to maintain accurate, organized information on customer service interactions
• Ability to develop and maintain effective working relationships with other customer service staff and with other key staff throughout arenaflex

Essential Functions

1. Ability to effectively communicate in English 2. Ability to receive and accurately understand information over the telephone and in writing 3. Ability to take ownership and anticipate the customer's need to enhance the customer experience 4. Ability to elicit information from customers quickly and easily 5. Ability to provide information to customers clearly and concisely 6. Ability to react quickly, calmly, and with sound judgment to customer requests and complaints 7. Ability to learn and effectively work with computerized systems and computers 8. Ability to quickly learn and apply product and organizational information 9. Ability to work effectively in a high volume, production-oriented environment 10. Ability to maintain accurate, organized information on customer service interactions

General Service Skills

1. Strong listening skills 2. Strong oral communication skills 3. Business writing communication skills 4. Strong stress tolerance 5. Well-developed personal computer skills, including expertise with Microsoft suite of software 6. Strong problem-solving skills 7. Strong sense of commitment and dedication to servicing members 8. Strong interpersonal skills 9. Demonstrates high energy level, enthusiasm, patience, and positive attitude 10. Strong analytical and decision-making skills 11. Ability to multi-task in a high production business environment 12. Ability to work individually and as a team member to solve problems 13. Takes responsibility for service interactions, exercises independent judgment, and provides complete resolution 14. Strong customer service skills and understanding of relationship building with AMA constituents 15. Demonstrates attention to detail and accuracy in all service transactions 16. Ability to synthesize and apply new information quickly 17. Ability to prioritize phone and other service interactions required 18. Demonstrates dedication to achieving AMA service goals by establishing loyal relationships that exceed service expectations 19. Extraordinary customer service skills and ability to establish and maintain relationships with AMA constituencies and AMA staff 20. Provide strong commitment to continuous quality improvement

Salary and Benefits

The salary range for this position is $21.45-$25.46. This is the lowest to highest salary we believe we would pay for this role at the time of this posting. An employee's pay within the salary range will be determined by a variety of factors, including business considerations, geographical location, and internal equity, as well as candidate qualifications, such as skills, education, and experience. Employees are also eligible to participate in a bonus plan. To learn more about arenaflex's benefits offerings, please click here.

Diversity and Inclusion

arenaflex is an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, arenaflex will not discriminate in its employment practices due to an applicant's race, color, religion, sex, age, national origin, sexual orientation, gender identity, and veteran or disability status.

How to Apply

If you are passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply for our Customer Service Representative II position. Please click here to register your interest and submit your application.

Contact Us

If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We look forward to hearing from you. Apply Job! Apply for this job