Coordinator, Customer & Member Services

Why Work Here?

“Mission driven, great benefits and room for growth!”

Why consider AORN, Association of periOperative Registered Nurses, as the next place for your career as our Coordinator, Customer & Member Services? Because we’re innovative and all about quality and collaboration – we’re continually seeking to enhance our offerings to allow us to better tailor to the needs of our nurse members while expanding our market position and growing revenue across our business and sales divisions.

Our mission is to define, support, and advocate for patient and staff safety through exemplary practice for each phase of perioperative nursing care using evidence-based guidelines, continuing education, and clinical practice resources. We collaborate with professional and regulatory organizations, industry leaders, and other health care partners who support our mission. Our culture is one of openness, teamwork, risk taking and being at the cutting edge of our field and we only look for employees who hold these same traits.

Values mean more to AORN than just bullets on a page. They drive our daily decisions and impact how we work as an organization:

• Diversity, Equity & Inclusiveness: honoring the contributions of all individuals.
• Communication: respecting collaborative, open and honest dialogue.
• Achievement: supporting growth and excellence.
• Innovation: rewarding creativity, risk taking, leading edge results.
• Quality: ensuring reliability, timeliness, and accountability.

The Coordinator, Customer & Member Services is a hybrid position (can be remote for the right candidate) supporting both individual customers/members and B2B customers (facilities and organizations). This position assists with potential and existing orders. This position answers a variety of product, service, and program related questions via all communication mediums (phone, email, etc.). The Coordinator records interactions through the ticketing system and/or customer database. They handle inbound and outbound communications ensuring every customer has a positive experience with AORN’s suite of perioperative offerings.

AORN is based in Denver, CO. Our Coordinator, Customer & Member Services can be remote, however, there is a preference for a local candidate.

More about what you’ll get to do as our Coordinator, Customer & Member Services:

• Maintains knowledge of and adheres to security and emergency procedures.
• Helps with the registration process and general customer service for the Association’s annual conference. This may include on-site event customer service and support.
• Adheres to departmental Key Performance Indicators and response metrics.
• Sends membership materials either as requested or as part of standing process for onboarding/engagement including membership cards/kits and renewal invoices.
• Provides comprehensive and accurate responses to customer inquiries by utilizing available resource material and information contained in the Association. Maintains required reference materials from other AORN departments as necessary.
• Receives and processes customer payments including reviewing orders and coordinating batches. Initiates refund requests.
• Makes outbound calls for AORN products, services and programs as assigned.
• Actively participates in sales initiatives outlined by the Manager, Experience Services. Based on customer interactions, suggests ideas for additional/improved outreach to improve the customer experience.
• Completes cross-training and serves as back-up for other team members as needed.
• Performs other duties as assigned.
• Fields inbound calls to determine what action is required to achieve high levels of customer satisfaction. Anticipates callers' needs, and delivers prompt, courteous, professional service in a manner that consistently meets or exceeds customers' expectations.
• Maintains current and accurate standard operating procedures for all activities/responsibilities.
• Operates a personal computer to assist in processing customer calls, updating databases, and generating appropriate and timely responses.
• Collects information from callers and verifies existing customer information to ensure accurate, up-to-date files in the database including managing duplicate records.
• Monitors the department email boxes, responding to emails within department response time requirements.
• Demonstrates and maintains a firm understanding of AORN’s products and services and incorporates good cross-selling skills to introduce additional offerings.
• Tracks and manages data for all customer interactions. Informs Management of any unusual or unexplained situations whether internal only or direct customer-facing concerns.
• Other duties as assigned to ensure the smooth operation of the department, including data processing.

Must Have’s to be our Coordinator, Customer & Member Services

MINIMUM QUALIFICATIONS

• At least one year of experience in a call center environment or closely related work experience such as telemarketing or sales.
• Must have computer experience utilizing Windows-based software applications for database management, as well as proficiency in MS Office Suite.
• High School Diploma or equivalent.

Preferred qualifications:

• Experience with Crystal Reports.
• Experience using a customer service database system or association management system, preferably using multiple systems simultaneously.
• Associate’s degree.
• Experience handling and tracking payments and issuing refunds.

KNOWLEDGE, SKILLS AND EXPERIENCE:

• Ability to speak effectively in groups or one-on-one.
• Demonstrates and holds others accountable for organizational values of: diversity, equity and inclusiveness, innovation, communication, quality, and achievement.
• Steadfast commitment to the Experience Services team, teamwork and the overall customer experience.
• Strong attention to detail.
• Excellent oral communication and telephone skills required; excellent written communication (email).
• Self-motivated with the ability to maintain a positive attitude; ability to work autonomously; self-directed.
• Good analytical and organizational skills
• Ability to demonstrate and hold others accountable for organizational values of: communication, quality, innovation and collaboration.
• Must have a strong commitment to assisting customers and providing a quality customer experience.
• Proficiency with ten key typing preferred.
• Knowledge of PCI security standards and ability to maintain confidential information.
• Supports the philosophy, goals, and objectives of the Association.

Here are some of the excellent benefits we offer and why it’s so great to work here!

• Paid time off and 10 paid holidays per year.
• Voluntary Life Insurance options including critical illness and accident insurance.
• Paid parental leave.
• Employer-paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage.
• LinkedIn Learning.
• Pet insurance.
• 401(k) plan with immediate vesting.
• Dental and vision coverage.
• Health insurance package options that include a HDHP plan and one PPO plan options for you and your dependents.
• Paid sick time.
• Competitive salary, for this role our salary range is $50,000 - $55,000 per year.
• Flexible Spending Accounts (FSA) and Healthcare Savings Account (HSA) options.

Working Conditions:

Works at a desk in a non-smoking office environment using telephone, computer, copy machine, and related business equipment. Attendance at scheduled meetings as required. Ability to travel as needed to support departmental and Association functions.

FLSA Status: Non-Exempt

AORN provides equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We encourage people with disabilities and from other diverse backgrounds to apply. We do not discriminate based on disability.