Contact Center Representative
Date:
April 4, 2008
Position:
Contact Center Representative (Grade A4) (Job #15-18)
Member and Customer Service Division
Member and Customer Service Division
Hours:
Monday - Friday, 37.5 hours per week
Travel:
None
Summary of Responsibilities:
The Contact Center Representative is the front line contact with our members/customers and is the person who is closest to our members and offers the first impression that most members have of the AAFP. The CC Representative is responsible for effectively handling member and other customer contacts (telephone calls, e-mails, etc.). They analyze member/customer needs and provide solutions via telephone and written correspondence. They develop and maintain positive customer relations and coordinate with various functions within the AAFP to insure that member/customer requests and questions are handled appropriately and timely.
Requirements:
Essential Duties and Responsibilities:
- Identify and handle member/customer contacts and inquiries completely and accurately regardless of channel (phone, e-mail, mail, fax, etc.).
- Resolve member/customer complaints and problems to the satisfaction of the member/customer, including any questions/issues requiring follow-up and exercises independent judgment within set guidelines.
- Use customer service and sales skills to optimize the opportunity of each member/customer contact.
- Educate the member/customer about the AAFP’s products and services, maximizing the opportunity to inform and cross-promote AAFP Programs, Products, Projects and Services.
- Applies critical thinking and problem solving skills to member/customer issues including (but not limited to) billing discrepancies, programming issues, special account requests, etc.
- Enter member/customer data and other relevant information into Association Management System or other data repository as required.
- Maintain confidentiality of AAFP members/customers and data.
- Participate in individual and team training and meetings to ensure knowledge is up to date.
- Focus on member retention by providing superior levels of service.
- Adhere to work schedule as planned.
Skills, Education and Experience:
- High school diploma or equivalent as well as at least one year of special training, vocational school and/or college courses
- Call center experience preferred
- Exceptional verbal and/or written communication skills
- Ability to organize and communicate information clearly
- Problem solving and analytical skills
- Positive, professional and customer-oriented attitude
- Accepts coaching and direction
- Patient, Adaptable
- Computer skills including keyboarding
- Flexible and adaptable
- Able to handle a repetitive and varied workload
Application:
Please mail or e-mail (careers@aafp.org) a resume and letter of interest including salary requirements to:
Human Resources
American Academy of Family Physicians
11400 Tomahawk Creek Parkway
Leawood, KS 66211-2672
Human Resources
American Academy of Family Physicians
11400 Tomahawk Creek Parkway
Leawood, KS 66211-2672
Equal Opportunity Employer
