As a Customer Service Representative, you will work closely with existing and new customers made up of emergency nurses that teach ENA’s trauma courses and emergency nurses that take ENA’s trauma courses. As the first line support, you will grow to understand customer challenges, find solutions and develop solid and productive relationships.
In this position, you will provide customer pre- through post-course support using the ENA website, learning management system and database. The customer service representative will multi-task in guiding customers through online registration, course preparation, and materials ordering processes. You will take full ownership of incoming customer issues following them through to resolution and satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Deliver prompt, knowledgeable and professional customer service to trauma course instructors and nurses taking trauma courses.
Understand technical requirements, ENA systems and administrative procedures. Use these resources to follow all cases through to resolution and customer satisfaction.
Make recommendations on process improvements to better meet customer needs.
Recognize when trends are occurring and collaborate with team members to develop plan for resolution.
Encourage a high level of course effectiveness and encourage the use of course ancillary products when the opportunity presents, and it is appropriate.
Contribute to the workplace culture that is consistent with the association’s culture statement and emphasizes the mission, vision and values of the organization.
Display a high level of accountability, taking responsibility for individual actions and the impact on the organization. Views oneself as a reflection of the organization by following through on commitments and accepting ownership.
Perform other duties as assigned or required, including managing projects.
Minimum of 3 years of experience customer service or sales, or related experience
Minimum of 3 years of experience interpreting and administering complex rules and procedures
Excellent organizational skills, including ability to prioritize multiple and varied tasks within established deadlines
Excellent oral and written communication skills
Computer proficiency in Microsoft Suite of Products
KNOWLEDGE, SKILLS, AND ABILITIES
Excellent organizational skills, with ability to work independently on assigned tasks
Superior listening skills, adept at probing and questioning to uncover needs
Efficiency in computer and internet navigation
Think critically and problem solve at a fast pace
Excellent collaborative communication and interpersonal skills
Ability to interpret complex rules and enforce compliance
Ability to prioritize multiple and varied tasks within established deadlines
Ability to exercise a high level of discretion and independent judgment
Computer proficiency in Word; data base systems including Access and Excel; Power Point
Ability to interface with staff, board and external relationships in a professional manner, including a demonstrated commitment to customer service
Nature of work requires an ability to operate standard business office equipment. Requires ability to communicate verbally and in writing in an exchange of information; collect, compile and prepare work documents; set-up and maintain work files. Use of the computer, with repetitive motion, is approximately 80%.
Majority of work is performed in a general office environment. Occasional travel may be required.
This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.
About Emergency Nurses Association
ENA is the premier professional nursing association dedicated to defining the future of emergency nursing. Our mission is to advocate for patient safety and excellence in emergency nursing practice. We envision our self to be the global emergency nursing resource and advocate for safe practice and safe care. A large part of what we do is to develop and deliver high quality, well respected continuing education – written by emergency nurses for emergency nurses.
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