Customer Relations Representative - ONCC

At ONCC®, we believe certification makes good oncology nurses even better. ONCC is the premier provider of nationally accredited certification for nurses in oncology and related specialties. Founded in 1984 as a non-profit organization, ONCC administered the first Oncology Certified Nurse (OCN®) examination in 1986. Today, ONCC offers eight certification programs and has more than 41,000 currently certified nurses. Learn more at oncc.org.  

The Customer Relations Representative – ONCC is responsible for providing excellent customer service on behalf of ONCC by responding to customers via telephone and email regarding ONCC certification tests and renewal programs, certification eligibility, customer accounts, products, and services.  Fulfilling requests for materials, processing payments, orders, and requests; performing initial screening of candidate applications to ensure completeness, and lockbox data entry.  Providing support to customers using third-party platforms contracted by ONCC. Responsible for writing, editing, following, and ensuring the accuracy of Standard Operating Procedures (SOPs) for ONCC customer service functions. This team member is a known customer service expert. 

This is a full-time REMOTE (work-from-home) position.  Occasional travel to the ONCC Offices in Pittsburgh, PA throughout the year will be required.

Responsibilities 

• Resolves product or service problems and acts as a liaison between the customer and ONCC contracted vendors to facilitate customer inquiries and resolve problems 
• Assists customers with inquiries related to eligibility criteria for multiple certification tests and renewal programs, products, and services 
• Provides Tier 1 technical assistance to users navigating ONCC's and affiliate websites, portals, and online platforms.
• Maintains customer records within association membership software (e.g., updates account information)
• Receives, processes, and reconciles orders from bank lockbox, telephone, fax, and US mail. 
• Reconciles financial information for daily and monthly end batch balances.
• Processes invoices, written credential verifications, certification applications, transfers, and refunds for certified nurses, candidates, and other stakeholders 
• Assembles congratulatory packets, recognition plaques, and ONCC-related fulfillment, and maintains accurate on-site inventory of supplies and materials used for fulfillment.
• Maintains monthly database of APHON members to ensure appropriate pricing for candidates. 
• Generates various reports to track customer service activities, renewal applications, and audit notifications, and assists with identifying issues and recommending solutions.
• Demonstrates and supports a culture of diversity, equity, and inclusion

Required Skills 

• Intermediate knowledge of Microsoft Office suite
• Knowledge of processes for mail merges, report generation, creating and sending mass email messages 
• Excellent organizational and time management skills with the ability to handle multiple projects 
• Written and oral presentation skills including answering questions from customers and clients 
• Ability to read and comprehend basic instructions, correspondence, and memos; ability to maintain confidentiality regarding sensitive information
• Strong attention to detail

Required Education, Experience, and Certifications 

• High school diploma or equivalent
• 0-3 years of customer-related experience

Be a part of our organization: 

With a truly meaningful mission that makes a difference in people’s lives, you’ll find ONE to be a special place to work. Your support and commitment to providing nurses with an environment of continuous learning and patient advocacy is something you will be proud of. 

Pay Range: 

Oncology Nursing Enterprise (ONE) uses a market-based approach to pay. Pay rates are established considering the following factors: federal, state, and local minimum wage requirements, job-related skills, experience, qualifications, and market conditions. Our ranges may be modified periodically based on market analysis. 

Anticipated Pay Range: $34,833.00 to $41,800.00 annually 

Enjoy What Matters Most to You: 

• Tuition Reimbursement/Continuing Education Allowance 
• Flexible Schedules
• Generous Time Off Plans
• Health, Dental, and Benefits 
• Computer Purchase Loan Program
• Pet Insurance
• Retirement Savings Plan (401k) 
• Travel Opportunities

ONE is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, protected veteran or military status, and other categories protected by federal, state, or local law. We value the experience and contributions of all employees and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, our company will be.