Customer Service Representative III

The AMA has a robust House of Delegates consisting of representation from every State and medical society, a solid base of physician members, a thriving advocacy influence, the most revered journals and resources in medicine, and respected practice tools.

AMA, the nation's largest physician membership organization, is offering a challenging opportunity for a Customer Service Representative in the Unified Service Center (USC). There is no such thing as a “typical day” in this dynamic environment! The AMA Unified Service Center (USC) is a mid-size, multichannel service center which serves AMA members, perspective members, and non-physician customers, supporting AMA membership and all AMA business product lines.

This position is responsible for handling phone inquiries of all types regarding membership benefits, membership pricing, and processing in an efficient and professional manner as well as responding to non-phone service inquiries as needed. Using your customer service-orientation and professionalism, you will serve as one of our greatest resources to our members and customers. You will respond to questions regarding AMA, service inquiries regarding AMA Press, and journal subscriptions. You’ll also support other exciting technology like our online catalog, JAMA and Archives Journals Online and CME Online by providing product and registration information and by assisting with passwords and navigation.

* Bachelor’s degree or 4 years of customer service and/or telemarketing experience required. * Experience with service center tools (e.g., telephony, measurement, applications). * Advanced knowledge of AMA structure and organization, AMA periodicals, books, products, and basic CPT-IS, Physician Profile, Physician Select information is needed. Also needed is more advanced knowledge of current AMA physician advocacy issues) and of the AMA membership product. * Excellent oral communication skills, and experience communicating with physicians in writing and by phone. * Ability to react quickly, calmly, and with sound judgment to customer requests and complaints * Ability to learn and effectively work with computerized systems and computers * Strong listening skills as well as oral and business writing skills * Well-developed personal computer skills, including expertise with Microsoft suite of software * Strong problem solving skills * Extraordinary customer service skills and ability to establish and maintain relationships with AMA constituencies and AMA staff * Ability to analyze data and affect change as a result * Ability to assume management responsibilities as assigned