What are the responsibilities and job description for the Customer Care Center Specialist position at American Nurses Association ANA?
Department: Certification
Note: Competitive salary commensurate with customer service experience
FLSA: Non-exempt (hourly)
Note: Union dues are 1.44% of bi-weekly paycheck
Career Summary:
The Certification team is looking for a dedicated Customer Care Center Specialist (CCCSP) that functions as an integral member of the American Nurses Enterprise (ANE) Customer Care Center and is primarily responsible for providing real-time first call resolution to incoming customer calls and for responding to customer inquiries received via email. The CCCSP handles calls and emails that impact individual nurses, health care organizations, state/regulatory bodies, and vendors. The CCCSP addresses and resolves questions or issues that include but are not limited to certification/verification, publications, financial transactions, and membership. The CCCSP must be able to work in a fast-paced environment, be able to multi-task, and always maintain calm and efficient demeanor. The CCCSP is the “customer face” of the ANE.
Join the American Nurses Enterprise (ANE) and be part of the team building a healthy world through the power of nurses. Our goals are to (1) Elevate the Profession of Nursing Globally
(2) Evolve the Practice of Nursing to Improve Health, Health Care, and Health Equity and (3) Ensure the Professional Success of Nurses. Our core values: Trusted, Inclusive, Innovative and Empowered guide everything we do. We are committed to creating a supportive and dynamic workplace where employees can thrive.
We understand the importance of work-life balance and offer flexible work arrangements and generous paid time off. Our modern office spaces are designed to foster collaboration and creativity. The collaborative culture and supportive team environment make ANE a great place to grow your career.
What You Will Do:
General Duties:
- Provides real-time first call resolution for incoming customer calls received via the queue. Average call volume for the Customer Care Center is 80 calls per day. Functions include assisting customers with general website navigation; providing general information on ANE products and services, including available webinars and promotional codes; creating or completing online certification, verification of certification, membership and publications orders; processing credit card payments for a variety of products including payment for balances due; and providing general information regarding statuses of certification, verification, membership and publication orders. Documents all customer interactions in Personify contact tracking and escalate issues according to established processes. Meets service level expectations.
Certification and Verification:
- For certification and verification customers, they provide sensitive and accurate certification information to high-stakes customers including state boards of nursing, credentialing companies, and employers of certified nurses, according to clearly defined processes within the certification work unit. Is responsible for conducting in-depth research of detailed financial receipt inquiries from verification customers and providing accurate information on the status of prepaid verification accounts, resolving duplicate order issues, and providing available customer service recovery options such as free verification orders. This also includes the creation of certification and verification orders and processing credit card payments for verification and certification products. Processes tier-1 refunds as needed.
Certification Application and Exams:
- For certification application and exam issues, research customer issues within the Personify database, ImageSilo (online access to archived hard copy application items), and GEE (Prometric eligibility access) and resolve or determine escalation of a customer service issue, as appropriate.
Publications:
- For publications customers provide general information regarding the status of orders and accept payments for balances due for orders already created in Personify. Creates orders in Personify system for routine, Tier 1 orders and escalates upper Tier orders as appropriate, in line with SLA. Forwards Acknowledgements and invoices as appropriate for Tier 1 orders. Alerts Publications team of any trends or issues that need to be addressed at the system level.
Membership:
- For Membership, assist individual nurse members and potential members with tier-1 inquiries including but not limited to membership status, types of memberships available, membership rates, membership benefits, and payment status. Process requests such as updating credit card information, issuing a member card, transferring membership, resolving duplicate record issues, providing a receipt, and troubleshooting and resolving tier 1 payment issues including refunds. Create membership orders in Personify and process necessary payments for individuals requesting to join or reinstate their membership assuring the correct membership option is selected from a complicated structure established by the Constituent and State Nurses Associations (C/SNAs). Alerts Revenue Operations of any trends or issues that need to be addressed at the system level and Membership of any issues relating to benefits, fulfillment of incentives or general issues relating to ANA membership.
Other Duties as Assigned:
- Responds to customer inquiries received as assigned, and follow-through to resolution of inquiries. Average email volume is 100 – 150 messages per day. Inquiries received via email include communication with high-stakes customers; financial research; and general research across Personify, ImageSilo, and GEE. Manage personal voicemail messages, email messages, and Personify contact tracking entries. Meets expectations for accuracy of responses and response time to all inquiries as established by departmental metrics.
- Sets up and maintains company verification accounts. Investigates and resolves all common verification-related concerns such as order status updates and reprint requests.
- Runs daily Personify print jobs to generate authorization to test notices, verification of certification letters, receipt of application notices, and renewal notices. These notices are time-sensitive and directly affect the ability of advanced practice registered nurses (APRNs) obtain/maintain appropriate state licensure and to be/remain employed.
- Processes hard copy requests for name changes, duplicate wall certificates and exam reassignments. Timely name changes may impact customer ability to test.
What you bring to the American Nurses Enterprise:
Education:
- Associate degree in Business or equivalent work experience is required.
Related Work Experience
- One (1) to three (3) years of experience in an office environment or closely related work such as membership department, or service-oriented position.
Skills
- Excellent administrative and computer skills.
- Strong critical thinking skills
- Strong critical thinking and analytical skills
- Strong customer service skills.
- Good organizational skills required.
- Requires strong people skills to deal with confidential issues.
- Ability to work on multiple tasks and prioritize the workload
- Strong verbal and communication skills with attention to detail required.
Additional Qualifications
- Able to multi‑task and work under pressure while maintaining a calm attitude with coworkers and/or candidates who call for assistance.
Preferred Skills & Experience
- Association work in a call center environment that is highly desirable.
What ANE Offers You:
Join us and support more than 5 million Registered Nurses in the United States.
Every role within ANA contributes to a healthier world through the “Power of Nurses.”
An opportunity to help transform a 130-year-old organization to meet the future needs and demands within Health Care.
Be a role model for embracing and empowering the uniqueness of every employee.
Continuously innovating through creative and strategic initiatives.
Exceptional benefits including, but not limited to 401K retirement contributions of up to 7%, generous PTO which includes the week-off between Dec 25 and Jan 1, in addition to Personal Days-off, 11 paid Holidays, excellent health/medical benefits, and much more
Commitment to your career development and advancement through ANE learning and development programs (internally and externally).
Work Schedule:
Salary : $45,000 - $52,000