Coordinator, Member Care
About the role
The Member Care team constitutes the ACC “front line” in handling a high volume of wide ranging member, customer and staff contacts. These contacts involve establishing and updating critical records, providing wide-ranging product and service information, processing sales and registrations, and resolving problems.
The team must be knowledgeable about constantly changing information on College products, services, events, and activities; seek cross- and up-selling opportunities among College offerings; be able to resolve problems and multiple demands from members and customers quickly and effectively.
The Member Care Associate is responsible for providing professional and technical support for programs, products and acc.org. The Member Care Associate is responsible for managing a high volume of telephone and email correspondence professionally and accurately; and ensuring detailed sales and service processing in a complex business system. The Member Care Associate will be an integral part of the Member Services Department, providing exceptional service to ACC members, customers, and staff.
Provide high quality and productive customer sales and service to members and customers.
Process payments for members and customers; manage and reconcile batch processes and meet processing timelines.
Maintain expert knowledge of ACC products, various marketing promotions, programs, and activities; providing excellent customer service, identifying and resolving issues, and effectively handling multiple transaction types.
Manage the CME credit statement entry for doctors who review articles in JACC journals.
Maintain a detailed FAQ List for use by Member Care and Data Integrity staff as a quick desk reference.
Analyze daily transactions, correct records, and adjust errors.
Respond to member/customers’ requests via telephone or email within established timeframes.
Participate in training of new Member Care employees.
Manage a high volume of incoming phone calls with professionalism and tact.
Prepare a monthly activity report due the 25th of each month.
Coordinate the preparation and shipment of material for live programs. Navigate customers/members through acc.org as needed.
Assist Team Leader with the research and adoption of new technology to improve service to members.
Support and partner with Data Integrity Team on managing member profile data updates, overall database maintenance efforts, and various data management projects.
Collaborate with, and support, other members of the Member Services team and contribute to idea generation and execution for continual process improvements and enhancements.
Produce, test, and publish knowledgebase reference materials such as knowledge base articles, customer surveys, and FAQs. Undertake operational support activities such as maintaining the contacts database and ensuring dashboards are working correctly.
Schedule, facilitate, and conduct reviews and audits of information and content to ensure accuracy and quality. Communicate any changes in knowledgebase information to ACC staff in a timely fashion.
Develop and maintain an adaptive and interactive knowledge base of information across a variety of topics, which supports external and internal customers. Identify and create self-service content and articles to improve efficiency and increase customer satisfaction.
Develop and maintain Member Care email and Chat templates.
Assist with process automation rules ensuring that processes are reviewed, up to date, and that all users are aware of changes.
Responsible for adhering to ACC’s Organizational Accountabilities and the Member Services Core Accountabilities:
Consistently demonstrate Member Services values in all business interactions and performance, including recognizing and appreciating members and volunteers, maintaining collaborative relationships, delivering personalized service, assuring honest and reliable business relationships, and leading by example.
Other duties assigned.
Bachelor’s degree or equivalent professional experience.
Minimum 2+ years related work in call center, membership or similar service unit.
Proficient with MS Office applications including advanced Excel and Microsoft Outlook.
Excellent English language oral, written and comprehension abilities.
Demonstrates an ability to effectively work within a database, updating and tracking member information, and supporting data maintenance efforts
Demonstrated ability and willingness to contribute new ideas to drive process improvements and customer service enhancements.
Exhibit a strong track record of being reliable, dependable, and punctual.
Must have great attention to detail and proven ability to follow documented instructions.
Proficient mathematically and in preparing statistical reports.
Must be dependable with history of excellent time management.
Must have polished, professional presentation and pleasant demeanor.
