About CHEST

The American College of Chest Physicians (CHEST) is the leading professional association for more than 20,000 pulmonary, critical care, and sleep medicine professionals seeking the best in clinical education and a connection to the worldwide chest medicine community. We advance the best health outcomes for patients through education, advocacy, research, and philanthropy.

• Our mission is to champion the prevention, diagnosis, and treatment of chest diseases through education, communication, and research.
• Our vision is to be the global leader in advancing the best patient outcomes through innovative chest medicine education, clinical research, and team-based care.

CHEST Experience Support Specialist

Location: United States, Glenview, Flexible Hybrid Schedule

Team: Operations-IT

Reports to: Director, CHEST Experience Support

Exempt/Full-time/Grade: 2

Primary Purpose:

The CHEST Experience Team consists of a group of dedicated professionals excited about providing new technologies and excellent service to our staff, members, customers, and guests, i.e., the CHEST Community, and improving their own professional skills and knowledge. The team as a whole is responsible for CHESTs centrally managed support environment, which provides all our VIPS (Very Individual Persons) an exceptional CHEST experience through support, education, and technology.

Function as CHESTs direct line for customers. Using excellent support skills, strive to exceed their expectations every day. Serve as their primary contact, consultant, and solutions provider, using strong communication, troubleshooting, and problem-solving skills.

Essential Functions/Responsibilities:

1. Demonstrate a passion for crushing lung disease and embody CHEST values: honor the team, lead with integrity, leverage passion, cultivate innovation, and have serious fun.

2. Provide friendly and efficient coverage overall incoming channels, e.g., phone, e-mail, chat, etc., in support of the CHEST Community. Work with an array of tools to better assist the community by using technology efficiently and effectively. Handle situations in the best interest of both the customer and CHEST. View support as a way to engage customers, not just solve problems.

3. Assist with course registrations, product purchases, memberships, etc. Initiate appropriate action to fulfill each inquiry or request; this will include researching questions and preparing and sending relevant correspondence.

4. Resolve product or service problems by clarifying the customer's inquiry; determine the cause of the problem, e.g., issues with online access, mobile devices/apps, CHEST course cancellations, etc.; select and explain the best solution to solve the problem within CHESTs policies; expedite correction or adjustment; follow up to ensure appropriate resolution.

5. Act as a member of the Quality Central Team, ensuring the communications to our constituents have properly working digital elements by testing all links, videos, and digital actions.

6. Assist in designing/improving quality service standards and processes to create a consistent service experience.

7. Maintain clean and accurate data in all of CHESTs systems by updating records in all databases, including names, addresses, phone numbers, e-mails, designations, and other vital customer information. Avoid entry of duplicate records. Maintain a style sheet.

8. Develop and retain an excellent working knowledge of CHEST, its member programs, and benefits. Stay up to date with and follow ongoing process, product, and policy changes.

Other Functions/Responsibilities:

1. Support your team by answering questions, anticipating needs, and maintaining a positive attitude in the face of challenges.

2. Build a culture of open and honest communication by offering and being open to receiving feedback.

3. Recover effectively from a service failure while strengthening customer relationships.

4. Test new procedures and updates. Document procedures and new processes via SOPs for Help Team staff.

5. Work effectively with others, and perform to the best of personal abilities to successfully accomplish individual, departmental, and organizational goals.

6. Engage staff, and help develop processes to deliver on our quality service commitment; focus on process improvement and delivery excellence.

7. Ensure the privacy and security of confidential customer and host information

8.Participate in special projects as required.

9.Accommodate occasional travel.

Required Qualifications and Competencies:

1. You thrive on interactions with customers, as well as with team members. You derive a great amount of satisfaction from helping people.

2. A love of technology; ease in working with and learning different technology systems.

3. Great communication skills -able to provide clear and concise guidance via e-mails, over the phone, or in person.

4. Strong writing skills, with a professional, confident, and empathetic tone.

5. Excellent organizational skills, with an eye for detail and strong recollection of events.

6. Attentive to the minutia that makes service stand out.

7. Innate ability to understand how to balance advocacy for CHEST and for the customer.

8. Dependable and prompt; regular attendance essential for success.

Required Experience

1. Combination of education and experience equivalent to a Bachelors degree.

2. Minimum of three total years experience in the areas of customer support and/or call center environment.

3. Familiarity with both Mac and PC, iOS, and Android handheld devices.

Preferred Experience

Association work experience.

Familiarity with ticketing systems, notably Service Cloud or Freshdesk.

Previous experience with an AMS/CMS (Association Management System/Content Management System) a plus, notably netFORUM.

Benefits

• While we offer benefits that you’d expect from any forward-thinking, progressive organization, we offer a lot of extras too, including the standardization of a hybrid working environment. From tuition reimbursement to parental leave, we offer the benefits that you want most.
  • Health and Wellness
    • Medical, dental, and vision insurance*; flexible spending account*; long- term and short-term disability insurance; life/AD&D insurance
  • Work/life Balance
    • 37.5-hour work week with flexible start times; Paid Time Off; Paid parental leave; Hybrid work environment; Paid holidays
  • Giving and sharing
    • 401(k) with matching contribution from CHEST*; Health club and fitness reimbursement; Employee counseling program; Reimbursement for professional memberships; Tuition Reimbursement
  • Office perks
    • Lunch & Learns; Annual Health Fair; Professional development courses; Volunteering opportunities; Annual Holiday Party; In-office “Busy Breaks”

Additional Information

The annual base salary range for this position is USD $54,000 - $57,000. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, or other items. CHEST considers factors such as, but not limited to, the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, and market and organizational considerations when extending an offer.

CHEST is proud to be an equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, gender identity, religion, sexual orientation, age, disability, parental status, veteran status, or any other protected status under applicable laws.

At CHEST, our employees come from different backgrounds with various lived experiences and dynamic strengths. We strive to continuously improve our way of working to reflect our commitment to inclusion and equity and build a workforce that reflects the communities that we serve. And that means we need you! Your experiences may only perfectly align with some qualifications listed in the job description. But if you are excited by this position, we highly encourage you to consider still applying. You may be just the right candidate to help us with our mission to improve patient care!

This description was designed as a convenience to acquaint employees and managers with the essential elements of the position. It is solely to summarize basic duties, and it is not intended to be a contract or guarantee of employment or any specific terms or conditions of employment.

• Participation is voluntary