Are you a career professional who is focused on providing superior support and customer service to association members? The American Academy of Periodontology (AAP) is seeking an individual who excels in collaborating with team members, has an eye for detail, and a commitment for follow through. Our opportunity will call on your skill sets to manage numerous projects simultaneously while providing top-notch service to members. If you excel in these areas and desire an organization that will take your career to the next level, our opportunity will be a great match! The American Academy of Periodontology is currently seeking candidates for our Membership Service Representative.
The American Academy of Periodontology is a professional association that represents approximately 7,500 periodontists. We are the voice for periodontists as the collaborative partner to achieve optimal oral health. It is our mission to champion member success and professional partnerships for optimal patient health and quality of life. Our office is located in downtown Chicago just off of the Mag Mile, close to Water Tower Place and the Museum of Contemporary Art, and easily accessible by public transportation. Within our building is a brand new workout facility, daily pop-up lunch options, and great views of the lakefront. To learn more about our organization, please visit us at www.perio.org.
The Member Service Representative is responsible for answering calls routed to the central member service phone line and responding to member emails. This role will demonstrate exceptional member value and support our membership retention and recruitment efforts while ensuring that member data is entered and maintained correctly. In support of collaborating as a team, you will also be cross trained across multiple departments to provide comprehensive support to our members.
Duties & Responsibilities:
Serves as first point of contact for members and potential members by answering inbound phone calls and providing helpful, courteous information related to membership categories, membership benefits, and general Academy matters.
Responds to emails from members and potential members in a timely manner.
Resolves concerns and complaints by triaging accordingly and involving appropriate senior staff as needed.
Assists as needed with processing annual member dues payments and processes financial assistance to members when needed.
Assists prospective members via phone and email by explaining the benefits of membership and in completing membership applications.
Supports other member recruitment activities such as mailings, outbound phone calls, and in-person events, as needed.
Processes Perio Store payments and fulfills online and phone orders as needed as well as reconciling product inventory and ordering of new products or reorders of existing products.
Demonstrates skill in managing and updating member data and working with the Personify system, including the e-business portal.
Follows up on letters and emails that are returned to sender to keep member data up to date.
Works in collaboration with the Information Technology staff to ensure database integrity by maintaining SOPs and supporting system upgrades, reporting tools, and process improvements.
Bachelor's Degree (B.A. or B.S) from a four-year college or university in business, communications, marketing, or a related field
Two plus years of customer service/customer focused work and/or training preferably in a membership or non-profit organization; or equivalent combination of education and experience.
Strong phone etiquette and solid customer service abilities required
Superior writing skills
Proficiency in Microsoft Office required
Strong understanding of membership database management, preferably Personify
Willingness to interface with staff from multiple departments and the capability of working and assisting others effectively at critical points in the workflow
Demonstrated ability to manage numerous projects simultaneously and adhere to stringent production schedules required
Superb organizational skills and sound decision-making ability required
The American Academy of Periodontology Offers:
A culture of work-life balance with a 7-hour work day and summer hours
A competitive salary, as well as great benefits, including generous paid time off, medical benefits, vision, dental, disability, life, and a 401k plan with an employer match. This is just a snapshot of all that The American Academy of Periodontology has to offer!
If you consider yourself to be a person who enjoys working within a collaborative environment and possesses strong customer service and project management skills, we would like to speak with you! The AAP fosters a culture of trust, transparency, open communication and respect for others. For consideration, please forward your resume along with cover letter by clicking the apply button.
The American Academy of Periodontology is an Equal Opportunity Employer
Internal Number: 117270
About American Academy of Periodontology
The American Academy of Periodontology (AAP) is a 7,500-member professional organization for periodontists - specialists in the prevention, diagnosis, and treatment of diseases affecting the gums and supporting structures of the teeth, and in the placement of dental implants. Periodontists are also dentistry's experts in the treatment of oral inflammation and receive three additional years of specialized training following dental school. Periodontics is one of the nine dental specialties recognized by the American Dental Association.
The Academy's purpose is to advance the periodontal and general health of the public and promote excellence in the practice of periodontics.