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

Job Description

Career Title : Senior Customer Care Center Specialist (SRCCCSP)

Department : Certification

Salary Hiring Range : $54,000-64,000 annually (paid bi-weekly)

Note : Competitive salary commensurate with experience

FLSA : Non-Exempt

Note : Union dues are 1.44% of bi-weekly pay

Career Summary :

The Senior Customer Care Specialist (SRCCSP) functions as an integral member of the ANA Enterprise Customer Care Center and is primarily responsible for addressing escalated or complex requests that support the daily operations of the Customer Care Center. Under the guidance of the Manager of the department, the SRCCSP coordinates the general certification email inbox including routing inquiries for response and researching and resolving complex issues. The SRCCSP responds to escalated or urgent issues that impact employment, licensure or testing. Addresses and resolves complex vendor issues.

Join the American Nurses Enterprise (ANE) and be part of the team building a healthy world through the power of nurses. Our goals are to (1) Elevate the Profession of Nursing Globally

2) Evolve the Practice of Nursing to Improve Health, Health Care, and Health Equity and (3) Ensure the Professional Success of Nurses. Our core values of trust, inclusiveness, innovation, and empowerment guide everything we do. We are committed to creating a supportive and dynamic workplace where employees can thrive.

We understand the importance of work-life balance and offer flexible work arrangements and generous paid time off. Our modern office spaces are designed to foster collaboration and creativity. The collaborative culture and supportive team environment make ANA a great place to grow your career.

What you will do : Calls and Emails :

Under the direction of the Manager or Senior Manager, Customer Care Center, assists with providing resolution for incoming customer calls received via the queue, and emails received in email boxes assigned to the Customer Care Center, as staffing needs demand. Average call volume for the Customer Care Center is 400-500 calls per day This includes assisting customers with general website navigation; providing general information on ANA Enterprise products and services, including available webinars and promotional codes; creating or completing online certification, verification of certification, 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 certification, verification, and publication orders
Responsible for adhering to established processes and use appropriate tools to ensure that the quality of all customer interactions and communication is consistent. Responsible for identifying when system errors cause disruption of customer and technology processes, reporting and escalating issues for resolution, and communicating the status of resolution to supervisor for dissemination to the team.
For certification and verification customers, be able to 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. Responsible for conducting in-depth research of detailed financial receipt inquiries from verification customers and be able to provide accurate information on the status of prepaid verification accounts, resolve duplicate order issues, and provide available customer service recovery options such as free verification orders or account credit, as appropriate. This also includes the creation of certification and verification orders and processing credit card payments for verification and certification products.
For certification application and exam issues, be able to research customer issues within Personify (Association Management System) and GEE (Prometric eligibility access) and resolve or determine escalation of a customer service issue, as appropriate.
For membership and publications customers, be able to provide general information regarding statuses of orders and accept payments for balances due for orders already created in Personify.
Responsible for documenting all customer interactions in Personify contact tracking and escalate issues according to established processes. Meets service level expectations as well asquality expectations of customer communication.

Finance :

Researches and resolves complex verification issues and makes determinations on granting or escalating requests for credits and / or refund of verification fees, as appropriate, according to established processes.

Researches requests for refunds related to certification fees and determines if requests meet established policies. Processes credits and / or refunds of certification fees, as appropriate. Applies promotional codes to orders, according to established policies and facilitates transfer of fees, as appropriate.

Processes incoming mail containing payment information and collaborates with ANE Revenue Operations to ensure payments are processed and matched to orders in Personify.

Ensures that all financial transactions are accurate and performed according to established processes, consistently.

Training :

Responsible for maintaining the quality of services provided by the Customer Care Center through comprehensive orientation and training sessions for all new Customer Care Center Specialists and refresher sessions for all Customer Care Center Specialists. Prepares materials and presentations, ensures all information is current and work instructions are accurate in the Quality Management System.

Ensures training agenda and expectations are updated to current processes, including any assessments such as return demonstration, quizzes and tests, and any supplemental materials. Responsible for ensuring that staff have demonstrated the ability to complete all processes accurately, in a timely manner, and adhere to established quality measures.

Provides results of training assessments to Manager and Senior Manager of the Customer Care Center to make determinations on next steps for staff.

Feedback :

Completes weekly individual assessments of Customer Care Center Specialists’ performance against an established rubric for customer interactions via telephone and email and provides appropriate feedback to Customer Care Center Specialists to ensure established quality metrics are met.

Completes weekly review of the Customer Service Survey and identifies general areas for improvement. Provides positive feedback and examples of specific areas for improvement to Customer Care Center Specialists, as measured by the quality rubric and based on survey feedback, as appropriate.

Administrative :

Primary contact for escalated daily customer testing experience concerns. Conducts necessary complex research of concerns and liaises with testing vendor contact, internal ANCC certification staff, and ANE IT staff, as appropriate, to resolve and / or further escalate issues related to exam scheduling and testing site experiences. Participates in bi-weekly calls with the testing vendor to ensure all established ANCC policies and testing vendor practices are aligned.

Responsible for document management and customer communication regarding exam accommodation for candidates with ADA needs.

Responsible for processing administrative requests, according to established policies, such as exam reassignment and expedited review.

Responsible for delivery of ANCC data to wall certificate vendor and ensuring accuracy and privacy of data transmissions, proofing of final copy, and timely shipment of certificates.

What you bring to ANE :

Associate degree in Business or equivalent work experience is required.

Related Work Experience :

Preferred : 5 years of total work experience, with at least 2 years of direct Certification experience to include critical thinking, analytical and problem-solving skills

Minimum : 5 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 customer service skills.

Good analytical and 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.

Additional Qualifications :

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

Preferred Skills & Experience :

Proficiency in Microsoft Office required. Experience with databases required. Experience with Personify is highly desirable. Association work in a call center environment that is highly desirable.

What ANE Offers You :

Join us and become a “Nurse Advocate” for the more than 5 million Registered Nurses in the United States.

Every role within ANA contributes to a healthier world through the “Power of Nurses”

An opportunity to help transform a 125-year-old organization to meet the future needs and demands within Health Care

Deep commitment to DEIBA

Be a role model for embracing and empowering the uniqueness of every employee

Continuously innovating through creative and strategic initiatives

Exceptional benefits including, but not limited to 401K retirement contributions of up to 7%, generous PTO which includes the week-off between Dec 25th and Jan 1st, in addition to Personal Days-off, 11 paid Holidays, excellent health / medical benefits, and much more

Commitment to your career development and advancement through ANA learning and development programs (internally and externally)

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 Association Enterprise :

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

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

The American Nurses Enterprise :

Founded in 1896, The ANA 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 ANA 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 : $54,000 - $64,000

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