Department: Customer Service
Reports to: Customer Service Manager
Position Summary:
As first point of contact for AORN members, visitors and callers, represents the Association in a positive and friendly manner, greeting visitors, receiving and directing all incoming calls to the Association and providing information and assistance. Performs data entry functions for the Customer Service department as needed. Coordinates with Customer Service department and Manager, duties and responsibilities' such as finding coverage for pre-approved PTO as well as required meetings. Responsible for updating and managing the employee phone list, AORN master calendar and daily electronic calendar displays.
Responsibilities & Duties:
- Answer incoming calls to the Association and determine what action is required to achieve customer satisfaction. Anticipate callers' potential needs, deliver prompt, courteous, professional service in a manner that consistently meets or exceeds customers' expectations.
- Operate a personal computer to assist in performing data entry functions as needed within the Customer Service department, including but not limited to entry of address changes, home study grading, and generation of certificates to be mailed to customers who have passed the home study course.
- Manage and update AORN master calendar and daily electronic calendar displays. Follow up with staff as needed and proofread displays to ensure that information on daily calendar display is accurate and up to date at all times.
- Monitors email messages that contain information such as visits from the Board of Directors or other committees/groups in order to direct these individuals to the appropriate meeting room.
- Ability to communicate necessary information to the back-up receptionist to ensure a consistent and seamless transition during lunch and breaks.
- Update and manage employee phone list and submit IT service requests related to updating telephone extensions, displays and providing other phone maintenance as needed.
- Coordinate PTO/EIP time with Customer Service department and Manager in order to facilitate a seamless transition for the organization.
- Communicate consistently with the Customer Service Manager.
- Maintain current knowledge of AORN products and services. Maintains general knowledge of practice and policies addressed in each department of the Association through available reference materials.
- Routinely report customer complaints that may arise about existing products/services/programs.
- Support the philosophy, goals, and objectives of the Association.
- Other duties as assigned to ensure the smooth operation of phone traffic into AORN and to support the Customer Service department, including data processing and/or helping other departments with projects that can be performed with minimal interruption of main job responsibilities.
Qualifications:
- Minimum two years related experience and/or training as a receptionist, including working knowledge of a multi-line phone system, answering, and directing incoming calls to the proper areas.
- Punctuality and attendance are important factors as the organization depends on this position for consistency.
- Two years experience with data entry processing.
- Two years experience in customer service and excellent communication skills.
- Minimum high school diploma.
- Proficiency in Microsoft applications such as Outlook, Excel, Word, and Power Point.
- 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.