Customer Service Specialist

As a member of the ABPMR Communications and Customer Service Team, the Customer Service Specialist is a full-time (40 hours) hybrid (both in the Rochester office and remote) position that works with two other Customer Service employees to ensure that customer inquiries are resolved through appropriate channels with the most accurate information.

The individual in this role provides assistance to ABPMR’s diplomates and other audiences regarding external facing policies, the ABPMR’s examination offerings, the ABPMR Continuing Certification Program, and use of the website. This position also shares responsibility for some general office administrative duties as assigned.

This position must have the ability to work some hours from the ABPMR office, in addition to some remote hours.

The individual in this role obtains customer feedback, identifies emergent issues, and assists in developing appropriate responses to customers.

Overall, the Customer Service Specialist takes a proactive approach to ensure the best customer service for all ABPMR constituents and maintains a polite, professional and helpful manner at all times.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers a wide variety of phone and written inquiries from constituents and escalates inquires as appropriate
• Provides assistance, information, and direction to constituents who are using ABPMR online systems (e.g., logon assistance, application submissions)
• Reports recurring constituent concerns/trends or other issues to the rest of the team
• Serves as a point of contact for general questions about the examination requirements, required documentation, and the application process
• Collaborates with colleagues or managers to find the best solutions to customer concerns
• Maintains and updates database records as needed and communicates ideas for improvement
• Participates in the Part II (oral) Examination process
• Performs some administrative tasks as needed such as assisting with mailing of items to diplomates, opening and sorting office mail, ordering of general office supplies, maintaining RSVP lists for special events and other special event planning assistance, Certification Operations tasks, uploading of SAE credits and other tasks, etc.

Competencies

To perform this job successfully, an individual should demonstrate the following:

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods
• Dependability - Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions
• Quality - Applies feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality
• Quantity - Achieves established goals. Completes work in timely manner. Meets productivity standards. Strives to increase productivity. Works quickly
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education/Experience:
  • High School Diploma or higher
  • Minimum of five years of experience in a professional office environment
  • Demonstrated experience in a customer service role
• Language Ability - Read and comprehend simple instructions, short correspondence and memos. Write simple correspondence. Effectively present information in one-on-one and small group situations to customers, clients and other employees
• Reasoning Ability - Apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Deal with problems involving a few concrete variables in standardized situations
• Computer Skills - Experience in the Microsoft Office Suite
• Certifications and Licenses - None required

Supervisory Responsibilities

This position has no supervisory responsibilities.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

Minimal traveling - on an as-needed basis.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and sit. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.