Customer Service Representative II; Remote

Customer Service Representative II (Remote)

Remote - California, District of Columbia, Florida, Illinois, Indiana, Massachusetts, Michigan, Maryland, New Jersey, New York, Ohio, South Carolina, Virginia, Wisconsin

The American Medical Association (AMA) 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. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

At AMA, our mission to improve the health of the nation starts with our people. We foster an inclusive, people‑first culture where every employee is empowered to perform at their best. Together, we advance meaningful change in health care and the communities we serve.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity for a remote Customer Service Representative II (Remote) on our Marketing & Membership Experience team. This role contributes to an integrated sales and service center,
which establishes and implements service standards yielding "unparalleled
world class service". Places the
AMA ahead of industry standards by all measures. Provides
service to all constitu‑nts (member, potential member and nonphysician
customer) while striving to deliver the highest quality service to
members. Demonstrates an in‑depth
knowledge of all constituents and their needs.

Follows through on all service inquiries to ensure a satisfactory
resolution. Consistently
demonstrates high levels of professionalism in all interactions with internal
and external constituents, colleagues, and management. Serves as a role model for AMA service
culture. Follows USC service transaction
model and service functions and take all steps necessary to assure accuracy and
completeness of service inquiries.

• 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…