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About the Role

The AANP Member Care Center team member provides comprehensive and exceptional customer service and support to Association members and prospective members via multiple communication channels and coordinates programs to support membership operations.

Responsibilities

• Serves as a tier 1 initial point of contact for the Member Care Center for inbound phone calls and escalates inquiries when necessary.
• Serves as a primary responder to membership email box and Help Ticket inquiries.
• Provides email, telephone, and face-to-face communications to current and prospective members as well as internal staff.
• Processes membership applications, dues payments, dues refunds, and automatic renewal transactions.
• Makes accurate and complete notes on the member account of each phone call and customer contact.
• Contributes to Help Center articles, macros and Zendesk standard responses, and contributes to Standard Operating Procedures (SOPs).
• Participates in Association Management System (AMS) data clean-up projects as assigned.
• Assists with preparation and packing of membership materials for conferences.
• Ensures prompt processing, tracking, and distribution of incoming and outgoing mail and shipments.
• Responds to front office doorbell.
• Stays abreast of AANP website content and changes, member benefits, and promotions.
• Serves as either the primary owner or support/back-up for specific duties and projects, including NPO memberships, AMS data hygiene, State Liaison projects, Employer Membership Program coordination, providing member lists for publications, international membership activities, and mailroom logistics.
• Coordinates and administers NPO membership operations, member benefits, communications, newsletter activities, and mailing list rental requests.
• Maintains working knowledge of the NPO program and supports back-up coverage.
• Performs consistent data hygiene tasks for AMS.
• Supports State Liaison-related projects and activities as assigned.
• Coordinates the Employer Membership Program for contracted organizations and performs renewal mailing process.
• Provides scheduled member lists to JNP and JAANP publications.
• Supports international membership development activities, including research, membership, marketing support and resource coordination.
• Performs mailing, shipping, renewal mailing processing, and related production activities, including data pulls, merged renewal forms, printing, folding, and insertion.
• Processes, tracks, and distributes incoming and outgoing mail and shipments; handles daily mail, deposits, shipment notifications, scans for remote staff, and returned-mail address updates in the AMS.

Requirements

• High school diploma or education equivalency credential.
• Equivalent years of experience can be substituted for education plus the minimum required years of experience.
• Three or more years of customer service experience required.
• Administrative and call center experience a plus.
• Excellent verbal and written communication skills.
• Exceptional customer service skills, delivered in a courteous and professional manner.
• Excellent interpersonal skills and ability to adapt communication style.
• Ability to perform all communications in a courteous and professional manner.
• Strong emotional intelligence.
• Ability to work in a fast-paced environment.
• Ability to perform tasks with a high level of accuracy and attention to detail.
• Computer proficiency involving a variety of software products, including Microsoft Office, customer relationship management software, phone systems, member applications, and data entry.
• Proficient in the utilization of general office equipment.
• Strong work ethic and dependability.
• Demonstrated team player that can work collaboratively with others.
• Excellent problem solving and organizational skills.
• Ability to handle multiple tasks, prioritize, and meet deadlines.
• Good initiative.
• Proficiency in Zendesk and Salesforce software.
• Ability to travel to, and staff, AANP conferences or events as assigned (minimal travel).

Skills

• Customer Service
• Communication (Verbal and Written)
• Interpersonal Skills
• Emotional Intelligence
• Adaptability
• Attention to Detail
• Computer Proficiency
• Microsoft Office
• Customer Relationship Management (CRM) Software
• Phone Systems
• Member Applications
• Data Entry
• General Office Equipment Utilization
• Problem Solving
• Organizational Skills
• Task Prioritization
• Time Management
• Initiative
• Teamwork
• Zendesk
• Salesforce

Location

• Austin, Texas National Headquarters Office

Work Type

• Hybrid

Experience Level

• 3+ years customer service experience
• Administrative experience (preferred)
• Call center experience (preferred)

Education Level

• High school diploma or equivalent

Salary/Compensations

• $23.22 to $26.70 hourly

Benefits

• Multiple health plan options for Medical, Dental, and Vision insurance
• Basic Life and AD&D Insurance provided by AANP at no cost
• Voluntary Life and AD&D optional coverage
• Flexible Spending Accounts (Healthcare or Dependent Care) or Health Savings Account (HSA)
• Disability Benefits provided by AANP at no cost
• Accident and Critical Illness optional coverage
• 401(k) and Roth retirement plan options with up to 6% employer matching and immediate vesting
• Generous Paid Vacation
• 12 Paid Sick Days annually
• 14 Paid Holidays annually
• Educational Reimbursement Program available after 6 months of employment
• Professional Development opportunities

About the Company

• The American Association of Nurse Practitioners (AANP) is a full-service professional membership organization that empowers all Nurse Practitioners (NPs) to advance accessible, person-centered, equitable, high-quality health care for diverse communities through practice, education, advocacy, research, and leadership.
• AANP offers a creative work environment with the opportunity for personal growth and success.

Equal Opportunity

• AANP is proud to be an Equal Opportunity Employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, or any other status protected by the laws and regulations in locations where we operate.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.
• AANP will endeavor to provide reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability.