Customer Service Coordinator - Member Care

Job Description

Job Description

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.

APPLICATION PROCESS

Applicants for this role must submit a cover letter and upload their resume with the online employment application.

POSITION SUMMARY

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. 

WHERE YOU WILL WORK

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

ESSENTIAL RESPONSIBILITIES

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:
  • NPO memberships 
    • 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.
  • AMS
    • Performs consistent data hygiene tasks
  • State Liaisons 
    • Supports State Liaison-related projects and activities as assigned.
  • Employer Membership Program 
    • Coordinates the Employer Membership Program for contracted organizations as assigned.
    • Performs renewal mailing process.
  • Member Lists for JNP and JAANP 
    • Provides scheduled member lists to JNP and JAANP publications. 
  • International Membership Activities 
    • Supports international membership development activities, including research, membership, marketing support and resource coordination.
  • Mailroom Logistics 
    • 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.

QUALIFICATIONS

Education

Required:

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

Experience

Required:

• Three or more years of customer service experience required. 

Preferred:

• Administrative and call center experience a plus.

Knowledge, Skills, and Abilities

Required:

• Excellent verbal and written communication skills as well as exceptional customer service skills, delivered in a courteous and professional manner.
• Excellent interpersonal skills and ability to adapt communication style to members, customers, colleagues, and key stakeholders. 
• Ability to perform all communications in a courteous and professional manner.
• Strong emotional intelligence.
• Ability to work in a fast-paced environment.
• Ability to perform tasks with a high level of accuracy and attention to detail.
• Computer proficiency involving a variety of software products, including but not limited to Microsoft Office, customer relationship management software, phone systems, member applications, and data entry.
• Proficient in the utilization of general office equipment.
• Strong work ethic and dependability.
• Demonstrated team player that can work collaboratively with others.
• Excellent problem solving and organizational skills.
• Ability to handle multiple tasks, prioritize, and meet deadlines.
• Good initiative.

Preferred:

• Proficiency in Zendesk and Salesforce software.

Other

• Ability to travel to, and staff, the AANP conferences or events as assigned (minimal travel).

COMPENSATION

AANP offers attractive compensation. The expected rate of pay for this position is $23.22 to $26.70 hourly, depending on experience.

BENEFITS

AANP offers a variety of benefits for full-time employees, including:

• Multiple health plan options for Medical , Dental , and Vision insurance benefits
• Basic Life and AD&D Insurance provided by AANP at no cost to you
• Voluntary Life and AD&D optional coverage for you and your family
• Flexible Spending Accounts (Healthcare or Dependent Care) or a Health Savings Account (HSA), depending on medical benefit election
• Disability Benefits provided by AANP at no cost to you
• Accident  and Critical Illness optional coverage for you and your family
• 401(k) and Roth retirement plan options with up to 6% employer matching and immediate vesting
• Generous Paid Vacation that accrues each pay period; unused vacation may be carried over into the next year if below maximum limits
• 12 Paid Sick Days annually for you or to care for a family member; unused sick days may be carried over into the next year
• 14 Paid Holidays annually, available immediately
• Educational Reimbursement Program available after 6 months of employment
• Professional Development opportunities