What are the responsibilities and job description for the Customer Care Center Specialist position at American Nurses Association ANA?

Job Description

Career Title : Customer Care Specialist

Department : Customer Care Center (Certification)

Salary Hiring Range : $44,000-50,000 annually (paid bi-weekly)

Union Dues : 1.44% of your bi-weekly pay

Career Summary :

The Customer Care Center Specialist (CCCSP) functions as an integral member of the American Nurses Enterprise (ANE) Customer Care Center and is primarily responsible for providing real-time first call resolution to incoming customer calls and for responding to customer inquiries received via email. The CCCSP handles calls and emails that impact individual nurses, health care organizations, state / regulatory bodies, and vendors. The CCCSP addresses and resolves questions or issues that include but are not limited to certification / verification, publications, financial transactions, and membership. The CCCSP must be able to work in a fast-paced environment, be able to multi-task, and maintain calm and efficient demeanor at all times. The CCCSP is the “customer face” of the ANE.

Education :

Associate degree in Business or equivalent work experience is required
One to three years of experience in an office environment or closely related work such as membership department, or service-oriented position

Skills :

Excellent administrative and computer skills

Strong problem-solving skills

Strong critical thinking and analytical skills

Strong customer service skills

Good organizational skills required

Requires strong interpersonal skills to deal with confidential issues

Ability to work on multiple tasks and prioritize the workload

Strong verbal and communication skills with attention to detail required

Able to multi‑task and work under pressure while maintaining a calm attitude with coworkers and / or candidates who call for assistance

Association work in a call center environment highly desirable

Preferred Skills & Experience :

Provides real-time first call resolution for incoming customer calls received via the queue, and the average call volume for the Customer Care Center is 800 calls per day

Assist customers with general website navigation, providing general information on ANA Enterprise products and services, including available webinars and promotional codes, creating or completing online certifications, verifying certifications, membership and publications orders, processing credit card payments for a variety of products including payment for balances due, and providing general information regarding statuses of certifications, verification, membership and publication orders

Document all customer interactions in the Personify contact tracking system and escalates issues according to established processes

Provide sensitive and accurate certification information to high-stakes customers including state boards of nursing, credentialing companies, and employers of certified nurses according to clearly defined processes within the certification work unit

Conduct in-depth research of detailed financial receipt inquiries from verification customers and providing accurate information on the status of prepaid verification accounts, resolving duplicate order issues

Create certification and verification orders, and process credit card payments for verification and certification products, and process tier 1 refunds as needed

Research customer issues within the Personify database, ImageSilo (online access to archived hard copy application items), and GEE (Prometric eligibility access) and resolves or determine escalation of a customer service issue as appropriate

Assist individual Nurse members and potential Nurse members with tier 1 inquiries including but not limited to membership status, types of memberships available, membership rates, membership benefits, and payment status

Respond to customer inquiries as assigned, and follow-through to resolution of inquiries; Average email volume is 100 – 150 messages per day

Work Schedule :

Hybrid employees must work a minimum of 20% in the office.

Location :

Our main office is located at : 8403 Colesville Road, Suite 500, Silver Spring, MD 20910

Learn more about the American Nurses Enterprise :

https : / / www.nursingworld.org / ana -enterprise-jobs /

https : / / www.linkedin.com / company / american -nurses-association

The American Nurses Enterprise :

Founded in 1896, The American Nurses Enterprise is the family of non-profit companies that comprise the American Nurses Association : the American Nurses Association (ANA), the American Nurses Credentialing Center (ANCC), and the American Nurses Foundation. The ANA Enterprise leverages the combined strength of each to drive excellence in practice and ensure nurses’ voices and vision are recognized by policy leaders, industry influencers, and employers.

Equal Opportunity Employer :

The ANE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Salary : $44,000 - $50,000

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