Member Services Representative

Company: American Academy of Dermatology
Location: Des Plaines
Posted on: May 23, 2023

Job Description:

The American Academy of Dermatology is seeking a Member Services Representative located in our Rosemont, IL office responsible for responding to and resolve inquiries and requests from members and other customers who contact the Academy via phone, e-mail, fax, regular mail, or the internet. Provide premier, personalized service, ensuring quality, solution-based problem solving, and efficiency in every communication channel contact. Meet required expectations for all categories of monthly metrics.

About Us:

The American Academy of Dermatology (Academy), founded in 1938, is the largest, most influential, and most representative of all dermatologic associations. A sister organization to the Academy, the American Academy of Dermatology Association is the resource for government affairs, health policy and practice information for dermatologists, and plays a major role in formulating policies that can enhance the quality of dermatologic care.

With a membership of more than 20,600 physicians worldwide, the Academy is committed to: advancing the diagnosis and medical, surgical, and cosmetic treatment of the skin, hair and nails; advocating high standards in clinical practice, education, and research in dermatology; and supporting and enhancing patient care for a lifetime of healthier skin.

To learn more about the Academy please visit our website at www.aad.org, or follow us on these social media outlets:

• Facebook (www.facebook.com/aadskin)
• Twitter (www.twitter.com/AADskin)
• Pinterest (www.pinterest.com/AADskin)
• Instagram (www.instagram.com/aadskin1)
  Responsibilities:
  
  • Use proper etiquette to respond to inbound/outbound inquiries and requests via phone, e-mail, regular mail, and fax. Gather readily available information from member records to react and initiate appropriate action to resolve queries or requests. This includes researching questions, preparing, and sending relevant, appropriate correspondence. Record and provide member feedback to the Member Resource Manager and appropriate Academy staff via the Contact Log.
  • Maintain the master membership file by updating records in the member database, including names, addresses, telephone numbers, faxes, e-mails, designations, and other vital membership information according to established guidelines.
  • Process orders, including payments, returns, and dues, following established guidelines for Academy products and services. Recognize, convey, and promote the value of membership. Remain up to date on AAD products to ensure member satisfaction and maximize opportunities.
  • Accurately and timely complete fax log and daily reports.
  • Promote and recommend AAD products based on a logical relationship to the member's needs and interests. Act as an Ambassador for AAD by building rapport with the caller and supporting and reassuring the caller throughout the call. Attract and retain potential members by answering and offering products tailored to their needs and wants.
  • Demonstrate effective decision making, critical thinking, and problem-solving skills to make sound logical decisions within their authority by using resources and logic to support their decision. Follow up as necessary to ensure resolution. Expedite higher-level issues and notate the record according to policy. Apply basic reasoning skills using established procedures and processes to complete tasks and duties accurately and timely.
  • Process Continuing Medical Education (CME) attendance records. Respond to requests for transcripts and replacement quiz score sheets. Respond to inquiries regarding recording CME hours for Academy direct sponsored and Academy recognized category 1 credit. Assist callers inquiring about the CME online transcript program by providing step-by-step instructions on the online entry process. Enter pending and approved CME orders.
  • Respond to inquiries from the public by providing them with referral information for dermatologists using available criteria. Information will be provided over the phone or by email, fax, or mail at the caller's request. Utilize phone techniques to manage the length of calls with the public. Respond to requests for pamphlets and skin cancer screening materials and know when to refer callers to the Academy website for additional resources.
  • Initiate appropriate action to resolve queries or requests. Provide level 1 technical support. i.e., website error, password reset, JAAD access, log-in error. This includes researching questions and preparing and sending appropriate correspondence. Record and provide member feedback to the Member Resource Manager and appropriate Academy staff via the contact log, including forwarding it to other departments and business partners. Enter logs for all communication channels for hot topics.
  • Achieve and maintain required expectations for all categories of monthly metrics, including those listed on the Quality Assurance Monitoring score sheet, including consultative selling, cross-selling, product relator, notifying members/non-members of outstanding balances, quotes, and confirming contact information.
  • Support other lines of business as call volume dictates, including return mail and other projects as needed.
  • Interface with internal departments and work effectively with varied people to resolve fundamental issues and refer more complex issues to Sr. Rep or Manager. Collaborate with the Member Resource Manager and other staff to ensure accuracy and completion of unique projects and tasks. Assist team members as needed. Act as an MRC Liaison for an assigned department to build your knowledge base, rapport and provide two-way communication.
  • Support the academy, department, and team initiatives. Demonstrate a positive demeanor and foster a sense of unity. Provide suggestions to move the academy forward. Look for solutions when faced with challenges.
    Requirements:
    
    • High school diploma or equivalent required.
    • Minimum two years customer service and/or call center experience necessary.
    • Experience in an individual membership organization preferred.
    • Outstanding customer service skills and critical thinking skills required.
    • Excellent communication skills including speaking, listening, and writing, as well as attention to detail and the ability to follow standard processes and procedures, is a requirement.
    • Possess organization skills, the ability to prioritize assignments and meet deadlines. Able to work effectively with varied people to facilitate the completion of the work.
    • Able to operate standard office equipment, i.e., copiers, fax, etc. PC literate (MS Office) including Excel, Word, Outlook, and Chat. Experience with email-based software is a plus.
    • Ability to learn new software products and database systems required.
      
      We offer a competitive compensation plan and benefits package including medical/dental/vision/life insurance as well as a matching retirement contribution, tuition reimbursement, bonus program, pension plan, paid vacation/medical/personal days, work-life balance, recognition program and casual work environment.
      
      Vaccination Requirements: COVID vaccine is required due to essential functions of this role. Please review our vaccination policy for more details.
      
      For immediate consideration please apply online at www.aad.org, scroll to the bottom of the page and follow the Employment link. EOE M/F/D/V

Keywords: American Academy of Dermatology, Des Plaines , Member Services Representative, Sales , Des Plaines, Illinois