Customer Care Office Administrator (Reception)

The American Association of Critical-Care Nurses (AACN) is the largest specialty nursing organization in the world, representing the interests of more than 550,000 nurses who care for acutely and critically ill patients. AACN is dedicated to creating a healthcare system driven by the needs of patients and families where acute and critical care nurses make their optimal contribution.

About the role

The Customer Care Office Administrator at Reception serves as one of the primary liaisons between AACN’s internal staff and its vendors, members, and customers. This on-site position promotes a positive impression of AACN by professionally and accurately assisting internal and external customers over the phone and in person. As an integral member of the Customer Care team, this role processes customer requests, researches and applies payments, and responds to internal and external emails.

Responsibilities

• Provides accurate and high-quality service to internal and external customers in person, over the phone, and via email.
• Opens daily mail and sorts it to other departments, ensuring various applications, miscellaneous payments, and audits are triaged, organized, and accessible for processing.
• Processes customer requests, researches and applies miscellaneous payments, and responds to internal and external emails.
• Coordinates payments and communicates with various departments as needed.
• Performs administrative activities related to preparation of bank deposits, supporting cash receipts, month-end, and ACH processes.
• Oversees the reception area, answers incoming telephone calls, and provides information while directing calls appropriately.
• Ensures reception information, resources, and supplies are current, organized, and accessible for staff covering reception and working onsite.
• Works collaboratively to resolve technical and process issues.
• Assists members and customers via email according to established guidelines.
• Develops and maintains working knowledge of association products, services, systems, and tools to support internal and external customers.
• Responds to emails received into the Customer Care email boxes.
• Evaluates customer inquiries, researches issues, resolves problems, and provides accurate and timely information.
• Supports high levels of customer service and organizational decision-making through accurate and timely capture of member and customer information, data, and feedback.
• Captures, evaluates, and documents key information from each customer interaction.
• Enters all relevant transactional data and captures customer feedback.
• Performs other administrative activities related to the Customer Care Department.

Requirements

• Minimum three years of customer service or administrative experience preferred; experience in a high-volume office or customer-facing environment strongly preferred.
• Associate Degree preferred.
• Strong customer service skills with a demonstrated commitment to providing accurate, timely, and professional support.
• Excellent interpersonal and communication skills, including the ability to interact effectively with individuals at all levels of the organization, both verbally and in writing.
• Ability to manage multiple tasks simultaneously in a fast-paced, customer-facing environment while maintaining accuracy and attention to detail.
• Strong organizational skills with proven ability to prioritize work, follow through on tasks, and ensure timely completion of administrative processes.
• Demonstrated ability to work collaboratively as part of a team while also handling independent responsibilities with minimal supervision.
• Strong problem-solving skills, including the ability to assess customer needs, research issues, and determine appropriate resolutions.
• High level of attention to detail and accuracy in data entry, payment processing, documentation, and administrative tasks.
• Demonstrated ability to learn and apply organizational systems, procedures, and customer service tools quickly and effectively.
• Strong commitment to maintaining a positive customer experience and representing the organization professionally in all interactions.
• Proficient in Microsoft Office, Google Workspace (Gmail, Calendar, Docs, Sheets, Forms), and SmartSheet.

Physical Requirements

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

• Regular on-site work in a reception and office environment.
• Frequent sitting, standing, and walking.
• Ability to use standard office equipment including a computer, telephone, and related systems.
• Effective communication in person, over the phone, and in writing.
• Ability to perform tasks in a fast-paced environment with multiple interruptions and competing priorities.
• Sufficient cognitive ability to manage detailed administrative processes, accurately process transactions, maintain records, and follow established procedures and deadlines.
• Strong attention to detail, sustained concentration, and the ability to prioritize work.
• Ability to respond to urgent or time-sensitive requests.

Pay

The target pay range for this role is $24.80/hr - $27.56/hr.

Schedule

37.5-hour workweek with 3 different schedule options.

Benefits

• Generous paid time off.
• Low-cost health plans for medical and mental health services, dental, and vision.
• Company-paid life and short-term disability insurance.
• Variety of other benefits.
• Retirement savings program with employer matching and additional company contribution.
• Alternative and flexible work arrangements to support work/life balance.

This position is on-site in Aliso Viejo, CA.