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. Visit us online at 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 tasks, and ensure timely completion of administrative processes. Demonstrated ability to work collaboratively as part of a team while also handling independent responsibilities with minimal supervision. Strong problem-solving skills, including the ability to assess customer needs, research issues, and determine appropriate resolutions. High level of attention to detail and accuracy in data entry, payment processing, documentation, and administrative tasks. Demonstrated ability to learn and apply organizational systems, procedures, and customer service tools quickly and effectively. Strong commitment to maintaining a positive customer experience and representing the organization professionally in all interactions. Proficient in Microsoft Office, Google Workspace (Gmail, Calendar, Docs, Sheets, Forms) and SmartSheet. Education and/or Experience: Minimum three years of customer service or administrative experience preferred; experience in a high-volume office or customer-facing environment strongly preferred. Associate Degree preferred. Physical Requirements: The demands described here represent those that must be met by an individual to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires regular on-site work in a reception and office environment. The role involves frequent sitting, standing, and walking, as well as the ability to use standard office equipment including a computer, telephone, and related systems. The employee must be able to communicate effectively in person, over the phone, and in writing. The position requires the ability to perform tasks that involve frequent interaction with internal and external customers in a fast-paced environment with multiple interruptions and competing priorities. The role requires sufficient cognitive ability to manage detailed administrative processes, accurately process transactions, maintain records, and follow established procedures and deadlines. Strong attention to detail, sustained concentration, and the ability to prioritize work are necessary. The position may involve periods of high activity and the need to respond to urgent or time-sensitive requests. The position is on-site. Work location: Required on-site in Aliso Viejo, CA Total Compensation: The target pay range for this role is $24.80/hr - $27.56/hr. ** We offer a 37.5-hour workweek with 3 different schedule options. In addition to the salary range listed, we offer a wealth of benefits to make working at AACN even more rewarding. Benefits include generous paid time off, low-cost health plans for medical and mental health services, dental, and vision, company-paid life and short-term disability insurance, a variety of other benefits, and a retirement savings program with employer matching and additional company contribution. AACN is committed to a people-centered culture of workplace excellence and belonging, and offers various alternative and flexible work arrangements to support work/life balance for our team members. Conditions of Employment: Any candidates selected for hire with AACN must be able to satisfactorily complete a background check clearance. Under Federal Law, AACN may only employ individuals who are legally able to work in the United States as established by providing documentation specified in the Immigration and Control Act of 1986. Upon employment, individuals will be required to provide documentation to verify their identity and eligibility to work in the U.S. AACN participates in the E-verify program. We are unable to sponsor or take sponsorship of an employment Visa at this time. #J-18808-Ljbffr AACN (American Association of Critical-Care Nurses)