Customer Care Office Administrator (Reception

Customer Care Office Administrator / Reception (On-Site Role)

About the Organization: The American Association of Critical-Care Nurses (AACN) is the largest specialty nursing organization in the world, representing the interests of more than 550,000 nurses who are charged with caring for acutely and critically ill patients. AACN is dedicated to creating a healthcare system driven by the needs of patients and families where acute and critical care nurses make their optimal contribution.

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AACN is an equal opportunity employer and prohibits discrimination against or harassment of any person employed by or seeking employment with AACN on the basis of race, color, religion, creed, sex and gender (including pregnancy, childbirth, breastfeeding or related medical conditions, gender identity, gender expression, and sexual orientation), ancestry, national origin, age (40 or older), disability (mental and physical), military or veteran status, marital status, medical condition, or genetic information and any other basis protected by federal, state or local law or ordinance or regulation.

Position

Purpose:

The Customer Care Office Administrator at Reception serves as one of the primary liaisons between AACN’s internal staff and its vendors, members, and customers. This required on-site position promotes a positive impression of AACN by professionally and accurately assisting internal and external customers over the phone and in person. As an integral member of the Customer Care team, this role is responsible for processing customer requests and various applications, researching and applying payments, and responding to internal and external emails.

Main Accountabilities & Results:

Provides accurate and high-quality service to internal and external customers in person, over the phone, and via email.

• Opening daily mail and sorting to other departments, ensuring various applications, miscellaneous payments and Audits are triaged, organized and accessible for processing.
• Processing customer requests, researching and applying miscellaneous payments as well as responding to internal and external emails.
• Coordinates payment and communicates with various departments as needed.
• Performs administrative activities related to preparation of Bank Deposits, supporting Cash Receipts, Month end and ACH processes.

Oversees the reception, answers incoming telephone calls, and provides information while directing calls appropriately.

• Answers incoming telephone lines providing information and directing calls
• Ensures reception information, resources, and supplies are current, organized, and accessible for staff covering reception and working onsite.
• Working collaboratively, ensures technical and process issues are resolved.

Effectively communicates and assists members and customers via email according to established guidelines.

• Develops and maintains working knowledge of association products, services, systems, and tools to support internal and external customers.
• Responds to emails received into the Customer Care email boxes.
• Evaluates customer inquiries, researches issues, resolves problems, and provides accurate and timely information.

Supports high levels of customer service and organizational decision-making through accurate and timely capture of member and customer information, data, and feedback

• Captures, evaluates, and documents key information from each customer interaction.
• Enters all relevant transactional data and captures customer feedback.
• Performs other administrative activities related to the Customer Care Department.

Skills Required
:

• Strong customer service skills with a demonstrated commitment to providing accurate, timely, and professional support to internal and external customers.
• Excellent interpersonal and communication skills, including the ability to interact effectively with individuals at all levels of the organization, both verbally and in writing.
• Ability to manage multiple tasks simultaneously in a fast-paced, customer-facing environment while maintaining accuracy and attention to detail.
• Strong organizational skills with proven ability to prioritize work, follow through on…