MEMBER SERVICES REPRESENTATIVE (temp-to-perm)

American Association of Nurse Anesthetists (AANA)

Park Ridge, IL 

SUMMARY

The American Association of Nurse Anesthetists (“AANA”) is an organization that is in active transformation, so this kind of opportunity doesn’t come around often. We’re looking to add a talented Member Service Representative to our dynamic team of professionals who are deeply dedicated to advancing the nurse anesthesia profession. While work experience and educational preparation are certainly important, a can-do attitude and strong work ethic are the most desired characteristics for this position. All AANA colleagues are expected to foster a workplace culture that promotes divergent thinking, openness, respect, trust, and the desire to be epic!

As a critical member of the Membership Team, the Member Service Representative provides excellent customer service to our membership via email and phone by processing dues payments and assisting with student member onboarding while helping maintain overall database hygiene.

We require creativity and a strong working knowledge of Aptify to support the Membership Team colleagues in ways that ensure member issues are resolved and that the Member Service Team has the tools they need to be successful; a proactive customer service mindset is essential.

The Member Service Representative reports to the Manager of Membership Operations.

This is a temporary-to-permanent employment opportunity.

MAJOR DUTIES AND RESPONSIBILITIES:

Customer Service

• Responds to member emails or forwards to appropriate staff for resolution
• Accurately records member interactions in the Aptify Contact Log module
• Follows up on customer inquiries not immediately resolved
• Processes dues payments and facilitates student enrollments
• Identifies, researches and resolves customer issues
• Collaborates to solve problems for difficult issues with appropriate internal and external customers

Operations

• Serves as an Aptify power user while creatively driving process improvements
• Runs open contact logs from Aptify and assists in running reports for the Membership Team and management
• Creates and manages exception reports and drives timely and accurate updates that ensure database hygiene
• Acquires special projects based on personal interest and competencies

REQUIREMENTS:

• High school diploma or GED equivalent required; associates or bachelor’s degree preferred
• 5+ years working in a customer service environment
• Experience working with Aptify Association Management System (AMS) required
• Experience in proactively developing and improving processes
• Must be curious with critical thinking and problem-solving skills
• Strong team orientation
• Excellent oral and written communication skills
• Strong organization and detail orientation skills
• Basic-to-advanced SQL programming knowledge a plus

The AANA proudly offers a phenomenal employee benefits package which includes:

• BlueCross and Blue Shield of Illinois medical - Traditional PPO and Consumer Driven Health Plan (HSA)
• 401(k) with a competitive match and generous additional annual company contribution
• Wellness program (cost covered by AANA)
• Dental (cost covered by AANA)
• Vision (cost covered by AANA)
• Life (cost covered by AANA)
• Flex Spending
• Tuition assistance
• Telecommuting
• Paid holidays
• Paid office closure between Christmas Day and New Year’s Day
• Generous time off for vacation
• Sick time
• Floating holidays
• Employee referral bonus

As an equal opportunity employer, the AANA is committed to maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. To provide equal employment and advancement opportunities to all individuals, the AANA strictly prohibits discrimination against all employees and applicants for employment on the basis of race, color, national origin, religion, sex, pregnancy (including childbirth and conditions related to pregnancy or childbirth), ancestry, age, disability, creed, genetic information, marital status, membership in the national guard, military service or veteran status, sexual orientation, gender identity or expression, or any other basis protected by applicable law. Accordingly, all employment decisions at the AANA, including but not limited to in recruiting, hiring, compensation, training, promotions, discipline, and termination will be made based only on individual merit, qualifications and abilities, and the AANA’s needs and resources.