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Contact Center Representative

Date:

October 16, 2009

Position:

Contact Center Representative (Grade A4) (Job#34)
Member & 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 ensure 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 exercise 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
Strong ability to multi-task
Positive, professional and customer-oriented attitude
Must have a self-starter mentality
Exceptional verbal and/or written communication skills
Ability to organize and communicate information clearly
Problem solving and analytical skills
Accepts coaching and direction
Patient, Adaptable
Computer skills including keyboarding and data entry
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, Job #34
American Academy of Family Physicians
11400 Tomahawk Creek Parkway
Leawood, KS 66211-2672

Get more information regarding AAFP’s culture, benefits and employee rights.

Minorities are encouraged to apply.

EEO/AAP

We thank all respondents for their interest in AAFP. However, only those selected for an interview will be contacted.