Job Title

This is a hybrid position requiring 2 days per week (Tuesday and Wednesday) in-person in our downtown Chicago, IL office. No exceptions.JOB SUMMARY Serves as coordinator representative in the Member Resource Center (MRC) in the delivery of exceptional customer services for all internal and external customers and ensuring a positive member experience. The coordinator provides frontline support and is the initial point of contact for via all externally facing membercustomer touch points (i.e.- phones, email, website etc.). Must demonstrate teamwork, integrity, initiative, adaptability, and a willingness to gain new knowledge.ESSENTIAL FUNCTIONSManages, responds, andor interacts with customers (members and non-members) inquiries via all customer touchpoints (i.e.-phone, email, web form etc.) to provide information and assistance.Record customer interactions, details of inquiries, complaints, andor comments, as well as actions taken. Use database to track, gather information, andor troubleshoot customer issues. Achieve productivity standards and goals while maintaining the highest level of customer service.Upsellcross-sell AOA products and services that meet customer needs. Maintain and update standard operating procedures.Provide and maintain information regarding association policies, practices, and procedures.Handles financial transactions, membership dues payments, credits, adjusts payments, balances bank batches, and makes calls to collect outstanding invoices.Maintains up-to-date knowledge of membership, CME and association programs, productsservices, and policies to support inquiries to the department.Supports initiatives and or goals for the Membership Services Department and overall organization. Ensures data quality of information entered the system for customers.Utilizes member support applications including Outlook, Learning Management System platform, AOA databases; Call Center applications such as Nextiva or Cisco, and other AOA data support systems to perform job functionsresponsibilities.MINIMUM QUALIFICATION OR EXPERIENCE Education: High school diploma or GED required. Bachelor's degree or some post-secondary education preferred.Experience: 1-3 years in a customer service or higher-level operational position. Healthcare or an association setting preferred.Call center experience is preferred.Licensure or Certification: NoneSPECIAL SKILLSEQUIPMENTExceptional Customer Service Skills.Attention to detail.FlexibilityAdaptability.Strong problem solving skillsExceptional Communication Skills- verbal and written.Good organizational skillsProficient in use of Microsoft Office applicationsFamiliarity with association management software preferredWe are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.American Osteopathic Association is unable to sponsor work visas at this time.