Schaumburg Business Association

Member/Customer Support Specialist

American Society of Anesthesiologists, Inc.
Job Description
MEMBER SUPPORT SPECIALIST
 
With its offices in the Chicagoland area and in the nation’s capital, ASA’s goals are far-reaching: We aim to be the best medical society in the world by offering superior educational opportunities and resources for its members. After more than 110 years of existence, ASA still constantly looks to redefine itself. And, we can only do this with the help of skilled, motivated people. We’re looking for highly talented, member-centric people to join our team…and grow with us!
 
Position Summary:
The Member Support Specialist is responsible for providing high quality and exceptional member service to all ASA members, customers, staff and vendors. Works with department staff and others to identify data entry and process errors and assist with developing solutions. Provides ongoing training and support to Member Service Representatives. Assists with escalated calls.
 
Position Responsibilities:
  • Manages escalated calls and emails from Member Services Representatives.
  • Works with Member Services Manager and Senior AMS Data Analyst to identify and reduce data entry and process errors.
  • Assist Member Services Manager in performing quality assurance tasks including AMS data entry validation, call monitoring, and reviewing QA reports.
  • Identifies areas lacking in procedure or documentation – works with Member Services Manager to reduce and eliminate gaps and writes Standard Operating Procedures.
  • Assists with implementation and training of new technologies utilized by Member Services Representatives.
  • Oversees and orchestrates the annual membership group roster, invoicing and payment processes. Ensures timely and accurate processing of payments and follow-up on late payments.
  • Assists with processing complex financial transactions including adjustments, refunds, cancellations, and returns.
  • Performs proactive member outreach emails and calls (follow-up service calls) and responds to written correspondence inquiries from members within established timeframes and policies.
  • Provides administrative support to Member Services Manager and assist with special projects from various departments (user acceptance testing, e-mail blasts, error reports, regression testing).
  • Serves as a representative of the Member Services department at appropriate internal and external meetings.
Position Qualifications:
  • Bachelor’s degree required.
  • Minimum 3 years of customer/member service related experience, including experience in training team members and quality assurance.
  • Lead and/or management support experience preferred.
  • Medical Association experience preferred but not required.
  • Advanced knowledge of Microsoft Office applications, Word, Excel, Outlook. Ability to navigate through PC applications.
  • Association Management System (Personify, NetForum, IMIS, etc.) experience highly desired.
Please follow the link to apply:  https://home.eease.adp.com/recruit/?id=15531521
 
Contact Information