Posted 4 weeks ago

Member Customer Care Rep I

Company: American Academy of Pediatrics
Category: Customer Service


Type: Full Time

American Academy of Pediatrics seeks a Member Customer Care Rep to join their team. This position will resolve and respond to inquiries from American Academy of Pediatrics (AAP) members and other customers, ensuring premier member/customer support. 

  • Analyze and respond to member/customer inquiries/requests received via phone, e-mail, regular mail and fax taking the appropriate action(s) required; including problem solving, follow up and resolution.
  • Maintain member and non-member records in the database including addresses, telephone numbers, affiliations, section and/or chapter designations, etc.
  • Provide level 1 technical assistance to support AAP electronic products and services.
  • Investigate issues related to shipment of products, returns, credits and new order status. Obtain and provide signature proof of deliveries as required.
  • Process membership dues payments and publication/subscription orders received by phone.
  • Verify accuracy and enter orders received from members/customers in a timely manner and with high accuracy.
  • Collaborate with Member and Customer Care staff to clarify questions or concerns on orders.
  • Prepare quotes for members/customers.
  • Process various member/customer account record changes and requests such as mailing address changes, e-mail address updates, taxpayer W-9 forms, and receipt requests.
  • Maintain mailing list suppression file for Marketing and Sales staff to allow for editing mailing lists on active customers to maximize revenue and margin.
  • Run the credit card and fulfillment exception report identifying publications credit card declines; and contact members/customers to obtain updated credit card detail.
  • Manage and distribute Member and Customer Care voice mail messages as needed.
  • Maintain confidentiality of member and customer transactions and information.