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Customer Service & Membership Specialist

Radiological Society of North America

Oak Brook, IL

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JOB DETAILS
SKILLS
Artificial Intelligence (AI), Billing, Campaigns, Communication Skills, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Service Operations, Customer Support/Service, Data Entry, Data Management, Demographics, Detail Oriented, Establish Priorities, Identify Issues, Interpersonal Skills, Knowledge Base, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Multilingual, Multitasking, Nonprofit, Organizational Skills, Patient Care, Presentation/Verbal Skills, Process Improvement, Project/Program Management, Team Player, Time Management, Up-Selling, Writing Skills
LOCATION
Oak Brook, IL
POSTED
5 days ago
What we're looking for: We are seeking a motivated, multi-tasking individual to implement and execute the organization's customer service efforts. The Customer Service & Membership Specialist must have exceptional verbal and written communication skills, as well as membership and relationship building experience. The ideal candidate will work both in a team environment and independently, while possessing excellent time/project management skills, is highly organized and detail oriented, and able to prioritize and multi-task to meet multiple deadlines.

This job might be for you if you're interested in:
  • Working at a not-for-profit, mission-based organization that is focused on its members.
  • A welcoming and supportive environment that gives you an opportunity to impact patient care.
  • Excellent work-life balance in a hybrid workplace environment.
  • A competitive compensation package that includes outstanding medical/dental benefits, incredible long-term savings benefits, generous time off (including a week-long Winter Break), paid parental leave and more.
  • Training and professional development opportunities.
What you'll do:

  1. Review and enter membership applications and accompanying forms into our association management system (AMS) as directed, and process payments. Follow up directly with any applicants regarding missing information or other details to process their membership application.
  2. Provide customer support to members, meeting registrants, and non-members via incoming and outgoing calls, emails, and voicemails within 24 hours or less. Enter conversation notes and log emails in AMS as needed.
  3. Provide support for additional projects and programs as needed, such as group billing and assisting with group practice and residency program memberships.
  4. Assist in maintaining the accuracy of the database records (conformity with RSNA Data Entry Standards) via entry of new customer records, updating and formatting name, address, demographic and contact information on existing records, and identifying and reducing duplicate records in the AMS.
  5. Participate in membership campaigns that may include emails and/or outbound calls to customers regarding renewal status and upselling membership benefits.
  6. Troubleshoot customer log in issues.
  7. Process renewal payments and generate receipts for membership.
  8. Become proficient in RSNA policies, procedures, and approved talking points utilizing our internal knowledge base (Guru) to research answers and provide consistent, accurate member support.
  9. Use available tools and resources (including approved AI tools) to improve response consistency, document work efficiently, and support continuous process improvement in customer service operations.
  10. Provide on-site and/or virtual customer service support at the RSNA Annual Meeting.
  11. Perform other operational duties as assigned.


What you'll need:
  • Exceptional customer service skills
  • Great interpersonal communication, including phone etiquette and verbal and written communications
  • Speed, accuracy and attention to detail in data entry
  • Highly organized, with aptitude to manage multiple tasks with minimal supervision
  • Capacity to work independently and support team effort
  • Demonstrates ability to take personal responsibility for assigned projects and work as a productive team member
  • Proficiency with MS Office Suite, including Word, Excel, Teams and Outlook
  • Experience with data entry/management in an AMS/CRM strongly desired
  • Willingness to seek further training
  • Experience in customer service, communications and/or a membership related position preferred
  • Bilingual abilities are a plus


The Radiological Society of North America is an equal opportunity employer and prohibits discrimination and harassment of any kind. RSNA is committed to hiring and employing qualified people without regard to race, color, religion, sex, marital status, national origin, age, disability, veteran status, citizenship status, genetic information, sexual orientation, unfavorable military discharge, ancestry, order of protection status, pregnancy, or any other legally protected characteristic. All employment decisions at RSNA are based on business needs, job requirements, and individual qualifications.

About the Company

R

Radiological Society of North America