Chicago, Illinois
Customer Relations Representative Job Opening in Chicago, Illinois - American Health Information Management Association (AHIMA) has a wonderful opportunity for a Customer Relations Representative (CRR).
Position Purpose
This position provides superior quality customer service to members, non-members and internal staff via various channels of communications. The CRR will efficiently research, assist, guide and resolve member, non-member concerns to include timely follow-up with customer. When appropriate, the CRR will proactively educate and promote membership and all AHIMA products by up-selling, cross-selling, and explaining the features and benefits of our offerings.
The position is accountable for the following:
Daily Responsibilities:
Provide superior quality customer service to members, non-members and internal staff via various channels of communications ( i.e. phone, e-mail, chat, and web inquiries. This would include researching, problem solving, resolution, and follow through in a timely manner).
Promote benefits of AHIMA membership and convert non-members to become members.
Educate customers () concerning AHIMA products and services via inbound and/or outbound calling and/or written inquiries (i.e. chats, emails, etc).
Serve as primary contact for accounts that place large volume orders and/or repeatedly place orders (i.e. follow accounts specific processes, meet account expected response time, calculate rates such as bulk/group membership rates, etc).
Accurately create and update customer records, modify and process orders, and confirm customer balances are correct in the management systems.
Process refunds and cancellations in accordance with organizational guidelines.
Process warehouse returns (including approving returns), check batches, bulk and group membership within assigned deadlines.
Generate reports via views in order to confirm appropriate order status.
Accurately complete and assign contact logs with each customer inquiry.
Maintain and update procedures and policies to ensure accuracy and accessibility of information.
Special projects as assigned.
Position Requirements
Minimum of 2 years of customer service and soft sell sales experience
Strong internal and external communication skills, verbal and written
Positive personality and a desire to work with members, non-members, and co-workers
Ability to work in a fast-paced environment, with ability to multi-task and problem solve
Outstanding organization, delivery and task prioritization skills
Ability to sell and/or up-sell/cross sell various products and programs
Experience in creation and update of customer records including; process and modification of orders, confirmation of correct customer balances
Experience in approving and processing warehouse returns, check batches, bulk and group membership within assigned deadlines
Experience with processing refunds and cancellation refunds
Proficiency in Microsoft Office applications and the ability to learn new software products and database systems required
Ability and willingness to back-up co-worker(s)
Healthcare Industry experience a plus
Knowledge of Health Information Management (HIM) a plus and knowledge of AHIMA products, services would be helpful
Bachelor?s degree or equivalent experience preferred
About AHIMA
AHIMA is the premier association of health information management (HIM) professionals. AHIMA represents more than 103,000 health information professionals. AHIMA is committed to advancing the HIM profession in an increasingly electronic and global environment through leadership in advocacy, education, certification, and lifelong learning. AHIMA is recognized as the premier source of ?HIM knowledge,? the respected authority for rigorous professional certification, and one of the industry?s most active and influential advocates in Congress.
American Health Information Management Association is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status.
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Customer Service: 2 years
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