Customer Service Representative

The American Occupational Therapy Association (AOTA), the national professional association established in 1917 to represent the interests and concerns of occupational therapy practitioners and students, is seeking a Customer Service Representative. Occupational therapy practitioners believe everyone deserves to maximize their potential and participate in everyday living. AOTA advances occupational therapy practice, education, and research through standard setting and advocacy on behalf of its members, the profession, and the public.

AOTA offers a comprehensive compensation and benefits package, including a flexible hybrid in office work environment (local to DC/MD/VA), a 401k contribution, health insurance, sick leave and paid vacation leave, a transportation subsidy, and much more.

POSITION SUMMARY:

The representative serves as a first line of contact in providing prompt, accurate, and quality services to all members and customers and providing an excellent AOTA experience to current and prospective members through email, chat, and phone interaction.

POSITION SPECIFIC DUTIES:

• Provides customer support & an excellent experience through:
• Response, solutions, and follow-up via email ticketing system, chat, and phone, often assisting multiple customers at once.
• Responsible for resolving approximately 35-40% of Customer Service’s monthly email, chat, and voicemail tickets.
• Is the first line of phone response during the assigned shift.
• Occasionally processes customer financials including payments, group invoicing, and/or write-offs.
• Review data integrity and process updates as needed.
• Collaborates with colleagues who work in customer service, operations/finance, and member engagement.
• The Representative reports to the Director, Member Engagement and works closely with the Customer Service Lead who provides training on Customer Service procedures as needed.
• In interactions with members and prospective members especially, approaches connectivity with a hospitality attitude, encouraging members to renew their membership (if applicable) or prospective members to join.
• Formulates suggestions on existing processes and policies to increase department productivity, improve member experience and increase membership retention.
• Identify and embrace the AOTA culture values and employ them in all interactions with peers, managers, volunteers, members, and other stakeholders.
• Demonstrate accountability for the duties and responsibilities assigned to your role.
• Perform all duties with excellence and integrity and communicate to all AOTA staff, volunteers, and members with respect.
• Embrace diversity and work proactively with peers and leadership to foster an equitable and inclusive workplace.
• Other duties as assigned.

EDUCATION/EXPERIENCE/SKILLS:

• High school diploma.
• Three to five years of related work experience in member services, customer service, administration, related field and/or in an Association.
• A different combination of formal education and experience will be considered.
• Strong attention to detail and a commitment to quality.
• Must demonstrate good judgement and business skills, a high level of organizational and time management skills, and flexibility in competently juggling competing priorities and changing expectations.
• Excellent written and oral communication skills.
• The position exercises moderate influence upon the actions or operations of others and has a moderate impact on the activities of AOTA.
• Requires moderate problem solving, judgment and/or innovative thinking to accomplish very broadly defined and/or technically complex responsibilities of the position. The work may involve the development of recommendations for the division/department goals and projects. Receives broad work direction and objectives. Broad latitude is given to determine approaches, procedures, and methodologies for accomplishing the work of self and others. Receives administrative review.
• Candidates for this position will be required to undergo a background check as AOTA is subject to the Payment Card Industry Data Security Standard (PCI).

WORK ENVIRONMENT:

• Full-time, remote, non-exempt position.

Salary: Commensurate with experience

SELECTION PROCESS: We only accept applications that follow the electronic process. No phone calls please. This position is subject to background screening. Apply now by accessing the following:

https://recruiting.myapps.paychex.com/appone/MainInfoReq.asp?R_ID=6284069

At AOTA, our commitment to equal employment opportunity and affirmative action seeks to ensure a work environment free of discrimination and harassment. AOTA is committed to attaining a diverse workforce that is representative of the community. Individuals with disabilities, veterans, LGBTQ+, women and minorities are encouraged to apply.