Administrative, Clerical, Support, Customer Service and Support, Membership
4 Year Degree
The American Occupational Therapy Association (AOTA), a national health care professional association located in downtown Bethesda, MD, is seeking a Member Services Representative for our Business Operations Division. This position will work in partnership with our off-site call center.
Assist in monitoring off-site call center staff interactions with members and customers; provide coaching as needed.
Assist in creating documentation and training for internal staff and off-site call center.
Manage prospect database for recruitment mailings including obtaining state lists, de-duping lists using WinPure de-duping software and uploading into database. Ensure prospect database integrity.
Become proficient in Zendesk Support, Zendesk Chat, ShoreTel Communicator (phone system).
Monitor assigned reports and complete required database updates.
Provide second tier customer service for escalated support tickets
Provide back-up for off-site call center staff as needed including order processing, answering calls, emails and chats while maintaining a high level of professionalism.
Provide on-site support for Annual Conference
Other special projects as assigned
Specific requirements include: BA/BS degree preferred and minimum of 4 years of related work experience or a comparable combination of formal education and experience. Qualified candidates will:
Have prior experience in customer service
Be computer proficient. Experience with Microsoft Office Suite required.
Have the capacity and be willing to learn new technologies as needed, including Personify AMS.
Be customer focused and possess excellent communication, organization, and problem solving skills with a strong attention to detail
Possess excellent interpersonal skills with the ability to interact professionally and effectively with all levels of staff and members
Have the ability to handle multiple priorities and adhere to strict deadlines
AOTA is conveniently located just one block from the Bethesda Metro station and offers a comprehensive benefits package that includes 401(k) employer match, health insurance, transportation/parking subsidy, plus much more! E-mail résumé and cover letter with salary requirements to firstname.lastname@example.org or send to: AOTA, HRJob/MSR, 4720 Montgomery Lane, Bethesda, MD 20814 or Fax: 240-762-5147. EOE
About American Occupational Therapy Association
The American Occupational Therapy Association (AOTA) is the national professional association established in 1917 to represent the interests and concerns of occupational therapy practitioners and students of occupational therapy and to improve the quality of occupational therapy services. Current AOTA membership is approximately 50,000, including occupational therapists, occupational therapy assistants, and occupational therapy students. Members reside in all 50 states, the District of Columbia, Puerto Rico, and internationally. AOTA’s major programs and activities are directed toward assuring the quality of occupational therapy services; improving consumer access to health care services, and promoting the professional development of members.AOTA educates the public and advances the profession by providing resources, setting standards, and serving as an advocate to improve health care. AOTA is based in Bethesda, MD.