Senior Customer Service RepresentativeAmerican Association of Nurse Practitioners • Austin, Texas, United States
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Senior Customer Service Representative
American Association of Nurse Practitioners
- Austin, Texas, United States
- Austin, Texas, United States
About
The American Association of Nurse Practitioners® (AANP) is a full-service professional membership organization that empowers all Nurse Practitioners (NPs) to advance accessible, person-centered, equitable, high-quality health care for diverse communities through practice, education, advocacy, research, and leadership. AANP takes pride in serving the NP community and our team members work together to move the association forward.
We are looking for talented individuals to join our team. In addition to competitive benefits, AANP offers team members a creative work environment with the opportunity for personal growth and success.
APPLICATION PROCESS
Applicants for this role must submit a cover letter and upload their resume with the online employment application.
POSITION SUMMARY
The Senior Customer Service Representative serves as a senior point of contact and subject matter expert (SME) for the American Association of Nurse Practitioners (AANP) members throughout their membership lifecycle. This role goes beyond traditional customer service - it requires familiarity with how Membership intersects with the different functional areas within AANP, comprehensive knowledge of the organization's benefits and programs, and the ability to independently own and resolve complex membership issues with professionalism, courtesy, and care. This role will support comprehensive customer service support including escalated issue resolution, operate with a high degree of autonomy, support the Membership team quality assurance process, contribute meaningfully to process improvement initiatives, support special projects, and act as a Membership resource and knowledge base for colleagues.
WHERE YOU WILL WORK
This position will initially be working full-time in the National Headquarters office in South Austin, TX with the opportunity to transition to a hybrid work schedule if requirements of AANP telecommuting program are met after the onboarding process and introductory period has been completed.
ESSENTIAL RESPONSIBILITIES
You are expected to perform the following essential responsibilities of the position with reasonable accommodation. The position may include other responsibilities as assigned.
- Supports membership recruitment and retention efforts by conducting proactive outreach to prospective and lapsed members, addressing inquiries with a solutions-focused approach, and collaborating with the Membership team to meet enrollment and renewal goals.
- Responds to inbound member inquiries via phone, email, and the Zendesk helpdesk with accuracy, warmth, courtesy, and professionalism.
- Owns resolution of escalated complex or sensitive member issues end-to-end, applying extensive experience, policy knowledge and professional judgment; escalation to leadership should be the exception, not the norm.
- Serves as the Membership department database SME (Zendesk helpdesk and AMS (Association Management System)).
- Maintains thorough documentation of member interactions, issues, and resolutions in the different systems used by Membership (e.g., Zendesk, AMS, email, etc.).
- Creates standard responses/macros in Zendesk. Manually assigns tickets and responds to tickets when needed.
- Performs member contact quality assurance and reviews analytics from Zendesk helpdesk tickets for the Membership team.
- Systematically identifies recurring inquiry trends and takes initiative to recommend and help implement improvements to FAQs (Frequently Asked Questions), member-facing resources, and internal processes to proactively improve response time and reduce inquiry volume.
- Serves as a knowledgeable and trusted resource for new AANP members through the member onboarding process, clearly communicating membership benefits, resources, continuing education offerings, and advocacy initiatives.
- Processes membership renewals, upgrades, downgrades, and cancellations accurately and in a timely manner.
- Manages and resolves billing inquiries independently, including
Languages
- English
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