Customer Service Coordinator - Member Care

ABOUT THE AMERICAN ASSOCIATION OF NURSE PRACTITIONERS

The American Association of Nurse Practitioners® (AANP) is a full-service professional membership organization that empowers all Nurse Practitioners (NPs) to advance accessible, person-centered, equitable, high-quality health care for diverse communities through practice, education, advocacy, research, and leadership. AANP takes pride in serving the NP community and our team members work together to move the association forward.

We are looking for talented individuals to join our team. In addition to competitive benefits, AANP offers team members a creative work environment with the opportunity for personal growth and success.

The AANP Member Care Center team member provides comprehensive and exceptional customer service and support to Association members and prospective members. via telephone, email, ticketing systems, Customer Relations Management (CRM) systems, and face-to-face communications; coordinates programs and projects to support membership operations.

This position will be in the Austin, Texas National Headquarters Office and will have a hybrid work option.

You are expected to perform the following essential responsibilities of the position with reasonable accommodation. The position may include other responsibilities as assigned.

• Serves as a tier 1 initial point of contact for the Member Care Center for inbound phone calls. Escalates inquiries to the appropriate staff member or department when higher level expertise or assistance is required.
• Serves as a primary responder to membership email box and Help Ticket inquiries.
• Provides email, telephone, and face-to-face communications to current and prospective members as well as internal staff.
• Processes membership applications, dues payments, dues refunds, and automatic renewal transactions.
• Makes accurate and complete notes on the member account of each phone call and customer contact in addition to internal notes for special circumstances.
• Contributes to Help Center articles, macros and Zendesk standard responses, and contributes to Standard Operating Procedures (SOPs).
• Participates in Association Management System (AMS) data clean-up projects as assigned.
• Assists with preparation and packing of membership materials for conferences.
• Ensures prompt processing, tracking, and distribution of incoming and outgoing mail and shipments. May be a primary or secondary support duty based on task assignments.
• Responds to front office doorbell along with fellow teammates.
• Stays abreast of AANP website content and changes, member benefits, and promotions.
• Serves as either the primary owner or support/back-up specific duties and projects, as assigned up to and including but not limited to the following:

• Coordinates and administers NPO membership operations, member benefits, communications, newsletter activities, and mailing list rental requests.
• Maintains working knowledge of the NPO program and supports back-up coverage to ensure continuity of service.

• Performs consistent data hygiene tasks

• Supports State Liaison-related projects and activities as assigned.

• Coordinates the Employer Membership Program for contracted organizations as assigned.
• Performs renewal mailing process.

• Provides scheduled member lists to JNP and JAANP publications.

• Supports international membership development activities, including research, membership, marketing support and resource coordination.

• Performs mailing, shipping, renewal mailing processing, and related production activities, including data pulls, merged renewal forms, printing, folding, and insertion.
• Processes, tracks, and distributes incoming and outgoing mail and shipments; handles daily mail, deposits, shipment notifications, scans for remote staff, and returned-mail address updates in the AMS.

Required:

• High school diploma or education equivalency credential.
• Equivalent years of experience can be substituted for education plus the minimum required years of experience.

Required:

• Three or more years of customer service experience required.

Preferred:

• Administrative and call center experience a plus.

Required:

• Excellent verbal and written communication skills as well as exceptional customer service skills, delivered in a courteous and professional…