Department: Customer Service
Reports to: Customer Service Manager
Position Summary:
Acts as an information resource for association-wide products and services and provides regular updates to the Customer Service Representatives (CSR's). Performs the same duties as customer service reps in order to understand their workflow and use that information to offer process improvements or suggest enhancements to the Customer Service Manager. Coaches and mentors CSR's and provides daily support to the Customer Service Manager regarding scheduling, workflow process and monthly/weekly reports. Provides guidance regarding customer service related issues. This position is the lead "go-to" person for new representatives and particularly challenging calls and is a primary mentor/trainer of both new and established employees. The Lead Customer Service Representative assists the Customer Service Manager with training in regards to cross-selling and up-selling and assists in the recruitment and retention of members whenever possible. This position requires a self-motivated individual with the ability to interact and cooperate with a variety of people and who instills the philosophy that total quality commitment from all CSR's is essential to member/customer satisfaction. Punctuality and attendance are important factors as the organization depends on this position for consistency.
Responsibilities & Duties:
- Maintain current knowledge of products and services offered by the Association. Maintain general knowledge of Association governance and policies through available reference materials. Provide comprehensive and accurate responses to both CSR's and all AORN departmental inquiries by using available resource material and information maintained in the Association's database. Provides information on products and services to CSR's on a regular basis.
- Acts as a coach and mentor of fellow Customer Service Reps. Provides training and cross-training on customer service processes for new and established CSR's.
- Determines best method to resolve complex customer service issues to ensure customer satisfaction and adherence to association policies.
- Develops strong member/customer relationships and assists the Customer Service manager in evaluating the quality of new and established customer service processes.
- Completes customer service training and stays abreast of customer service issues to learn ways to enhance member and customer satisfaction and improve productivity.
- Respond to written and telephone inquiries related to AORN products, services, meeting registration, etc.
- Works collaboratively with the Customer Service manager and the IT Department to find viable solutions to system, equipment, hardware and software problems.
- Manage and adjust daily workflow to assure that assigned performance standards are met.
- Supports the philosophy, goals, and objectives of the Association.
- Serve as primary contact within Customer Service on the registrations received for AORN's annual Congress. Guides all Customer Service Representatives in the correct methods of entering Congress registrations.
- Other duties as assigned to ensure the smooth operation of the department, including telephone coverage in Customer Service area and at AORN receptionist desk, data processing, cross training and back up for other members of the Customer Service team as needed.
Qualifications:
- Minimum four years as a Lead or Sr. Customer Service Representative.
- High school diploma or equivalent.
- Proficiency in Microsoft applications such as Outlook, Excel, and Word.
- Ability to type 40 wpm.
- Basic accounting skills, including batch processing, accounts payable and receivable, and transaction balancing.
- Must be able to evaluate accuracy of work and meet quality control standards.
- Strong verbal communication skills and a strong commitment to customer service.
- Demonstrates and holds others accountable for demonstrating organizational values of communication, quality, innovation and diversity.
Working Conditions:
Non-smoking office environment, using a computer and other office equipment daily. Attendance at scheduled meetings as required.
Please email your resume to: HR@aorn.org for consideration.