Customer Service Representative

About Us

The American Academy of Ophthalmology (AAO) is the world's largest association of eye physicians and surgeons, dedicated to advancing the lifelong learning and professional interests of the ophthalmic community. Our Annual Meeting is one of the largest medical gatherings in the U.S., drawing attendees from around the globe.

Position Summary

The Customer Services Representative provides a high level of service and support to Academy members, prospective members, and customers. Working collaboratively with the Customer Service team, this position serves as a primary point of contact, fulfills product, subscription, and meeting registration requests, supports membership recruitment and retention efforts, and maintains accurate customer and member records. The role also helps identify service improvements, troubleshoot product or system issues, and support key departmental projects, including the Academy's Annual Meeting.

Role and Responsibilities

1. Member and Customer Service

• Serve as a first point of contact for member and customer inquiries and requests, providing professional, responsive support.
• Research questions and determine appropriate solutions while following Academy policies, business rules, and service standards.
• Resolve or appropriately route issues related to membership, orders, payments, products, subscriptions, meeting registration, and website access.
• Support members and customers in sensitive or high-pressure situations and escalate issues when appropriate.
• Act as a champion for members and customers by identifying opportunities to strengthen service delivery and departmental processes.

2. Order Processing, Membership Support, and Data Integrity

• Fulfill product, subscription, and meeting registration orders and requests.
• Execute membership recruitment and retention campaigns and provide information to prospective members about benefits, deadlines, fees, and meetings.
• Maintain accurate member and customer records in the Academy's customer relationship management database.
• Monitor data integrity, research discrepancies, and make corrections when needed.
• Work with Finance to troubleshoot payment issues, including misapplied payments, refunds, waivers, membership dues, and order inquiries.

3. Systems, Troubleshooting, and Process Documentation

• Verify and report issues involving Academy products, services, websites, or systems to the appropriate teams.
• Assist with testing solutions and document discrepancies to support timely issue resolution.
• Support testing during core system conversions, upgrades, or the introduction of major operational software.
• Create and maintain departmental standard operating procedures for core functions and participate in updates to keep procedures current and relevant.
• Collaborate with Information Technology and other internal teams to identify system problems and develop workarounds when necessary.

4. Department and Annual Meeting Support

• Participate in department projects as assigned, including website content audits and other operational initiatives.
• Support staffing and service delivery at the Academy's Annual Meeting and other meetings, with travel required as needed.
• Coordinate Annual Meeting equipment and orders so Member Services has the tools needed to serve members and prospective members effectively.

Qualifications, Skills, and Education Requirements

• Three years of customer service experience and three years of office experience.
• Two years of prior experience with Personify or a similar customer relationship management system.
• Two years of college coursework preferred.
• Strong customer service, data entry, telephone, writing, computer, organizational, analytical, and problem-solving skills.
• Proficiency with Windows-based systems and Microsoft Office; experience with relational database reporting is beneficial.
• Ability to work independently with limited supervision, manage multiple priorities, exercise sound judgment, and collaborate effectively with colleagues.
• Ability to speak and write English professionally, clearly, and concisely. Professional proficiency in an additional language, preferably Spanish, is a plus.

Working Relationships

This role works regularly with Academy staff, members, prospective members, the public, vendors, temporary staff, Finance, and Information Technology. The position exchanges information, resolves service and payment questions, supports customer and membership needs, and coordinates work related to projects and meetings.
Work Environment

• This position follows a hybrid schedule, with 3 in-office days per week at our San Francisco headquarters.

Additional Requirements

• Ability to lift up to 35 pounds.
• Ability to travel approximately 6-12 days annually.

Compensation and Benefits

Salary: $83,404 annually
This position includes a comprehensive benefits package including medical, dental, and vision coverage, HSA/FSA options, commuter benefits, life and disability insurance, employee assistance programs, wellness initiatives, and additional employee perks.,