The customer relations coordinator is responsible for providing superior customer service to all external and internal customers. Serves as liaison between management and constituents to ensure ABC is delivering outstanding customer service as outlined in ABC Standards for Exceptional Customer Service.
Also serves as administrative staff for the certification program.
Specific responsibilities include
Answers multi-line telephone system for incoming calls
Is first line of service for all calls relevant to ABC programs
Identifies and evaluates customer needs in alignment with ABC’s programs and services
Proactive in communicating and coordinating with departments to determine schedules and events to determine impact on call volume (making sure to have necessary information readily available to efficiently assist callers)
Refers unresolved customer grievances to designated department head and/or executive management for further investigation and follows up to ensure resolution
Keeps records of customer interactions or transactions, recording details of inquiries, complaints, compliments or comments, as well as actions taken
Manages Office Outlook Calendar
Processes daily mail including packages, certified mail and international mail services
Maintains the efficient operation of all office equipment by performing minor service duties and arranging for routine and necessary maintenance as needed
Orders office and kitchen supplies
Certification Department Responsibilities
Provides administrative assistance to certification department
Answers inquiries from applicants for all certification programs
Answers inquiries from candidates regarding application status and eligibility
Responsible for the uploading of all online applications and documentation to the ABC server for review by the Certification Program Coordinator
Responsible for data entry, maintenance and integrity of new applicants and current applicants database records
Responsible for production and mailing of eligibility and certification packets
Assists with the coordination of the Clinical Patient Management exams to include production and shipment of exam materials to and from the site
Maintain departmental electronic files and coordinate with department staff to regularly archive and re-organize files
Maintain balance between ongoing projects and short-term needs: prioritize tasks, monitor deadlines and communicate regularly with program director
Required Knowledge, Skills and Abilities
Strong working knowledge and proficiency in use of office software and data programs (i.e. CRM software (knowledge of NetFORUM a plus), MS Office)
Ability to understand and complete business processes and suggest improvements and/or corrective measure to resolve potential issues
Ability to maintain good interpersonal relationships with both external and internal customers
Self-motivation and independent thinking skills
Excellent time management skills
Strong problem-solving skills
Outstanding verbal and written communication
Strong attention to detail
About American Board for Certification in Orthotics, Prosthetics
The American Board for Certification in Orthotics, Prosthetics & Pedorthics, Inc. (ABC) is a non-profit credentialing organization for orthotics, prosthetics and pedorthics representing more than 12,000 certified individuals and over 4,000 accredited facilities.
?ABC’s mission is to establish and advocate for the highest patient care and organizational standards in the provision of safe and effective orthotic, prosthetic and pedorthic services.
ABC fulfills this mission by:
Measuring patient care provider’s knowledge and skills through rigorous credentialing programs
• Establishing standards of organizational performance through facility accreditation
• Mandating professional continuing education to maintain competency
• Administering a professional discipline program
• Communicating the value and importance of ABC credentials
ABC is located two blocks from the King Street Metro Station and just minutes from Old Town Alexandria. Excellent benefits including 401 (k), medical and dental insurance.
Please send resume, cover letter and salary requirements to firstname.lastname@example.org.
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