Customer Care Office Administrator (Reception) (On-site)

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 required on-site position promotes a positive impression of AACN by professionally and accurately assisting internal and external customers over the phone and in person.

Responsibilities

• Provides accurate and high-quality service to internal and external customers in person, over the phone, and via email.
• Opening daily mail and sorting to other departments, ensuring various applications, miscellaneous payments and Audits are triaged, organized and accessible for processing.
• Processing customer requests, researching and applying miscellaneous payments as well as responding to internal and external emails.
• Captures, evaluates, and documents key information from each customer interaction.
• Enters all relevant transactional data and captures customer feedback.
• Coordinates payment 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, answers incoming telephone calls, and provides information while directing calls appropriately.
• Answers incoming telephone lines providing information and directing calls.
• Ensures reception information, resources, and supplies are current, organized, and accessible for staff covering reception and working onsite.
• Working collaboratively, ensures technical and process issues are resolved.
• 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.
• Develops and maintains working knowledge of association products, services, systems, and tools to support internal and external customers.
• Serves as a point of contact for customer inquiries and escalations.
• Supports the Customer Care team in managing customer relationships and ensuring customer satisfaction.

Requirements

• Strong customer service skills with a demonstrated commitment to providing accurate, timely, and professional support to internal and external customers.
• 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.
• Proficient in Microsoft Office, Google Workspace (Gmail, Calendar, Docs, Sheets, Forms) and SmartSheet.

Qualifications

• 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.

Skills

• Strong customer service skills with a demonstrated commitment to providing accurate, timely, and professional support to internal and external customers.
• 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.
• Proficient in Microsoft Office, Google Workspace (Gmail, Calendar, Docs, Sheets, Forms) and SmartSheet.

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.
• A variety of other benefits.
• A retirement savings program with employer matching and additional company contribution.