Member Services Representative - Outbound

Posted: 12/05/2021

The American Society of Anesthesiologists (ASA) serves more than 55,000 members in the U.S. and around the world. With more than 155 talented employees, our organization places tremendous value on the contributions, expertise, and knowledge that each one brings to our table.
Our Schaumburg, Illinois headquarters is home to member support, education, marketing, and operational functions, while colleagues in Washington D.C. advocate on behalf of patients, physician anesthesiologists and the specialty. Thanks to our positive, supportive work environment, ASA has been named one of Chicago's Best & Brightest Companies to Work For® in addition to one of the Best and Brightest Companies to Work For in the Nation® for the last five years.
The American Society of Anesthesiologists values the safety of our employees, our members, and our visitors. In support of these values, if you are selected for this job, you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. New employees must either provide proof of vaccination or be granted a medical or religious exemption before working with the American Society of Anesthesiologists.
As we continually seek to strengthen the organization, we welcome individuals who are smart, creative, motivated, and agile. If this sounds like you, please consider reaching out!
Position Summary:
Responsible for providing high quality and exceptional member service to all ASA members, customers, staff, and vendors. Takes personal and complete responsibility for every interaction with a member or customer by providing world class service to build member loyalty, extend member retention, and satisfy ASA strategic goals and objectives. Actively participate in all department data tracking initiatives.
Primary Position Responsibilities:

  • Performs proactive member outreach campaigns via calls (follow-up emails) and responds to written correspondence inquiries from members within established timeframes and policies.
  • Responds accurately to all inquiries, regarding policy and procedures for membership, applications, renewal billing, publications, continuing medical education products/credits and meeting registration, new membership sales.
  • Records customer feedback, issues, updates, and complaints from member outreach campaigns as defined by Membership Manager.
  • Provides support to Member Services support team, Member Services Manager and Membership Manager and assists special projects as needed.
  • Provides backup support to Member Services support team and assists with inbound phone and chat coverage.
  • Provides first tier troubleshooting for access to and navigation of the ASA website, ASA Educational products, ASA publications, and meeting registration. Escalates issues through appropriate channels.
Position Qualifications:
  • High school diploma or equivalent required. Associate or Bachelor’s degree preferred.
  • Minimum 2 years of administrative related experience and 1 year of related customer service experience and outbound calling experience.
  • Medical Association experience preferred but not required.
  • Intermediate knowledge of Microsoft Office applications, Word, Excel, Outlook. Ability to navigate through PC applications.
  • CRM (Microsoft CRM, IMIS, Personify, etc.) experience preferred but not required.
  • Language skills must include the ability to read, write, speak English effectively and follow oral and written instructions consistent with policies and procedure.
  • Excellent customer service, communication (written and oral), listening, and problem-solving skills.
Please follow the link to apply: