Serves as the primary point of contact for customer and member inquiries, tracks frequently asked questions, and works with staff to ensure timely responses to and resolution of customer requests. Responsible for tier 1 troubleshooting, replicating and resolving customers’ and members’ inquires related to online course access, connectivity issues, account lockouts, and other technical issues. Assists with the day-to-day activities of the Customer Service department.
Processes membership dues payments and renewals, event registrations, and orders.
Builds and maintains knowledge database of customer and member technical issues.
Uses helpdesk ticket tracking system to document, track, and monitor customer and member issues
Troubleshoots a variety of customer and member technical and nontechnical issues with SCCM products and services.
Advocates on behalf of customers and members, making recommendations regarding improvements to SCCM products, services, and systems.
Assist customers and members with navigating various SCCM products and services.
Resolves tier 1 technical issues.
Other duties as assigned
Associate degree or equivalent combination of education and experience
Professional demeanor and demonstration of personal integrity
Technical computer knowledge, with experience manipulating multiple systems and databases while simultaneously conversing with customers
Experience in assessing and troubleshooting customer technical issues
Patience, outgoing personality, and willingness to learn
Excellent verbal and written communication skills
Exceptional interpersonal and problem-solving skills
Bilingualism in Spanish preferred
Experience with database management required; iMIS experience a plus
The Society of Critical Care Medicine (SCCM) is the largest multi-professional organization dedicated to ensuring excellence and consistency in the practice of critical care medicine. With 16,000 members in 80 countries, SCCM is the only organization that represents all professional components of the critical care team. The Society offers a variety of activities that promote excellence in patient care, education, research, and advocacy. SCCM has a staff of 80 people based in Mt. Prospect, IL and maintains a budget of $20M.
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