What are the responsibilities and job description for the Customer Experience Specialist position at AMERICAN COLLEGE OF RHEUMATOLOGY?
TITLE: Customer Experience Specialist
STATUS: Full Time Non-Exempt
LEVEL: Specialist
DIRECT SUPERVISOR: Director, Membership Operations & Customer Service
TRAVEL: Up to 10% of travel is required to fulfill job responsibilities which may include evenings/overnight and weekends for the annual meeting (Convergence), and/or staff retreats
POSITION DESCRIPTION SUMMARY:
This position is responsible for delivering high quality functional and technical support to the ACR’s audience base, including members and learners. The position will provide multi-level troubleshooting and technical support via multiple communication channels including phone, email, email support ticketing service, and email document issues. Additionally, this position will reproduce errors and gather details on reported problems through resolution or escalation to other ACR departments and/or the ACR’s SaaS vendor partners. Success in this position equates to outstanding ability to research information, serve as an advocate for our customers by ensuring all loops are closed and inquiries responded to while collaborating with internal partners and resources for execution. This role requires stepping into the shoes of the customer and seeking answers to deliver with the lowest response time and highest level of accuracy and professionalism.
DUTIES & RESPONSIBILITIES:
- Responsible as the first line of support for functional and technical questions related to ACR’s educational and membership offerings, including:
- Level 1 support questions, received via phone, email and through an online ticketing system
- Triage of Level 2 and 3 support questions to the appropriate parties within the ACR or to SaaS vendor support teams.
- Responsible for maintaining consistent customer service metrics and highlighting areas for improvement
- Responsible for member/learner satisfaction when triaged to other departments/vendors.
- Works closely with various business owners, member services, and education to clearly address questions about educational and membership offerings.
- Works with business owners and the ACR information technology team to consolidate requirements and team recommendations for solutions and support implementation, including documenting requirements, developing test cases, conducting end-user testing, providing updates, and presenting solutions to the team as needed.
- Works with multiple product personnel in developing training and support materials (videos, user guides, FAQs, etc.).
- Provides input to various stakeholders and project leads regarding commonly reported issues and trouble points.
- Responsible for operation of the customer support tool, working with the vendor if needed
- Responsible for day-to-day administration of Convergence customer support and Help Desk operations, including specialized registration and exception requests, invoicing, wire transfers, exhibitor penalty processes, pre-event readiness, onsite issue management, vendor coordination, and post-event reporting.
Other
- Provide general administrative assistance to ensure smooth day-to-day operations.
- Perform other duties as assigned by supervisor or senior leadership to advance organizational goals.