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• Customer Service Manager

Position Summary:
The Customer Service Manager is responsible for ensuring the highest level of customer service is provided to the Association’s members on a daily basis.  The Customer Service Manager is a role model and leader with strong process improvement and problem solving skills in order to lead the Customer Service Team and achieve maximum results.  The Manager will have a broad knowledge of product training and development and will provide ongoing training and feedback to the Customer Service Team on the ability to effectively provide service to the Association’s members by answering questions, resolving problems, and providing education on AORN’s products and services.  The Customer Service Manager will continually examine products and services available Association-wide for members and customers and will provide timely information about these products and services to the Customer Service Team.

Duties and Responsibilities:

• Directs and manages the activities and services of the Customer Service area which includes call center administration, document processing, and order processing.
• Tracks key Customer Service Team metrics to ensure excellent service levels and to identify significant trends or issues, as well as to evaluate individual team member performance.  Presents key metrics to Leadership Team.
• Effectively leads, mentors, manages and evaluates Customer Service Team members.
• Organizes the work of the Customer Service area so that the workload is divided evenly and processing standards are met or exceeded.
• Consults with AORN staff in preparation of resource materials and information databases to support the Customer Service area.
• Provides direction to Customer Service Representatives for handling escalated calls or complex customer problems.
• Leverages technology to automate departmental processes and procedures where possible and to ensure optimal data integrity of Association’s Member Database (IMIS).
• Keeps informed of current significant trends, issues, and strategies in the Association.  Effectively uses and communicates this information to the Customer Service Team to facilitate comprehensive and accurate responses to callers and customers.
• Promotes the recruitment and retention of members whenever possible.
• Provides for ongoing customer service satisfaction evaluation. Establishes or refines policies and procedures to continually improve customer service in a manner that exceeds customer expectations.
• Coordinates onsite registration process for the Association’s Annual Congress.  Determines staffing levels for onsite support and in collaboration with HR contracts with staffing agencies to secure appropriate workforce needs.  Works with Information Technology Team to coordinate computer support and programming necessary for onsite registration process.
• Develops and administers operating and capital budget for the Customer Service department.  Responsible for budget justifications and ensures that capital budget items enhance the productivity of the department.  Monitors financial performance on a monthly basis.
• Provides input to creation of promotional brochures for member products and services to ensure accuracy and readability.
• Consults with Web Content and Technology Team regarding maintenance and updating of customer service Supports the philosophy, goals, mission and values of the Association.

 Qualifications:

• Bachelor’s degree in Business Administration, Communication, or related field and/or equivalent work experience in a Customer Service area.
• Five years supervisory/management experience in an association or call center environment
• Track record of implementing process improvement initiatives and ability to leverage technology to automate processes and workflow.
• Strong analytical skills and experience with establishing Customer Service Team metrics to effectively track key data to identify activity and volume, trends, areas for improvement, and for reporting to Senior Management.
• Must have advanced Microsoft Office skills, including Word, Excel, PowerPoint, and experience working with a database tracking system.
• Must have knowledge of telephone management systems with emphasis on ACD structure and computer system (Symposium a plus).
• Ability to analyze and solve conceptual and operational problems and use objective judgment.
• Strong project management skills and ability to work on multiple competing priorities.
• Strong interpersonal and team building skills, and proven ability to work with individuals at all levels of the organization. Proven track record in mentoring and developing individuals within the customer service team as well as growing the team as a unit.
• Demonstrates and holds others accountable for demonstrating organizational values of communication, quality, innovation and diversity.

Working Conditions:
Non-smoking office environment, using a computer, telephone and other office equipment daily. Ability to travel to annual conference and additional events as appropriate is required.  Ability to attend training/professional development functions as needed.

To apply for this position, please forward your resume to hr@aorn.org.