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Requisition Number 17-0059
Post Date 8/25/2017
Title Customer Service Representative
Department Certification/Verification/Call Center
City Silver Spring
State MD
Description Come be a part of the American Nurses Association (ANA), the only full-service professional organization representing over 3.1 million registered nurses across the nation. The American Nurses Association (ANA) not only advances the nursing profession by fostering high standards of nursing practice, it’s an excellent place to work.

The American Nurses Credentialing Center (ANCC), a subsidiary of the American Nurses Association (ANA), promotes excellence in nursing and health care globally through credentialing programs.

JOB SUMMARY:
Provides administrative support/service to ANA’s customers in the full service customer care center and aid ANA in meeting or exceeding its customer service goals.

JOB RESPONSIBILITIES:
• Answers inbound calls to the center and takes required actions to assist the callers in satisfying their requests. Anticipates callers' potential needs, and determines appropriate response. Collects information about callers as required, for marketing and caller trend analysis. Calls are generally related to products and services such as membership; certification/recertification programs; meetings, convention and conferences; publication orders; subscription orders; member benefit programs; or issues related to nursing practice and policy. Handles name and address corrections for the membership/ANCC database. Refers callers to other staff or sources of information, both internal and external to the association, for in-depth or specialized information, as appropriate.
• Provides comprehensive and accurate responses by consulting available resource material and information databases. Keeps required reference materials up-to-date.
• Provides CMAs with specific and unusual information about ANA programs and services as required.
• Cross-markets to CMA members and customers based on established guidelines. Probes callers for information about most appropriate product/program/service to sell and researches ANA database for buying history, selects active or passive selling mode, and closes the call with an action. Performs member and customer surveys to determine probability of success for proposed products/programs/ services, to determine new market needs, and to add to market database.
• Assists callers with the online applications as well as take credit card payments.
• Operates a personal computer or terminal to assist in processing customer calls, updating databases, generate appropriate and timely responses to incoming calls, and generates routine reports; routinely reports member and customer complaints about existing products/services/programs. Report unresolved member and customer needs and expectations.
• Performs other related duties as required

MINIMUM QUALIFICATIONS REQUIRED:
Education
Associate degree or training comparable to that acquired through a two year college degree or certification program

Related Work Experience
Two to three years’ experience in an office environment or closely related work experience such as telemarketing, retail sales or service oriented position, or a college degree is preferred.

Skills:
• Excellent telephone voice and telephone skill required.
• Good basic analytical and organization skills required.

Preferred Skills & Experience (not required to meet minimum qualifications):

Strong Customer Service background

The ANA is a great place to work and its state of the art office is located in beautiful downtown Silver Spring, just blocks from the Metro and a wide range of restaurants and shops. The ANCC offers competitive salaries, a flexible work schedule and great benefits that include the following and many more:

• Attractive benefit plan for Health, Dental, Vision, RX
• 3 weeks paid vacation, and Christmas week off (paid)
• 9 paid holidays, birthday holiday, and 12 sick days
• Fabulous matching 401K
• Tuition Reimbursement
• Flexible Spending





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