Primary purpose: The Member Service Representative serves as the primary point of contact for customer/ member inquiries, tracks frequently asked questions and works with staff to ensure timely responses and resolution to customer requests. The Member Service Representative is also responsible for tier 1 troubleshooting, replicating and resolving customers/members inquires related to online course access, connectivity issues, account lockouts, and other technical related requests. This person also assists with the day to day activities of the Customer Service department.
Process membership dues payments, renewals, event registrations and orders
Builds and maintains knowledge database of customer/member technical issues
Utilizes helpdesk ticket tracking system to document, track and monitor customer issues, FAQs, etc.
4. Troubleshoots a variety of technical and non-technical issues customers are having with SCCM products and services.
Advocates on behalf of customer/member making recommendations regarding improvements to SCCM products, services, and systems.
Assist customers/members with navigating various SCCM products and services.
Resolves tier 1 technical issues.
Associate degree, or equivalent combination of education and experience.
Must be professional and demonstrate personal integrity.
Tech savvy, with experience manipulating multiple systems and databases while simultaneously conversing with customers.
Must be patient, have an outgoing personality and willingness to learn.
Experience in assessing and troubleshooting customer technical issues
Excellent verbal and written communication skills
Exceptional interpersonal and problem-solving skills.
Preferred: bilingual in Spanish
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 75 people based in Mt Prospect,IL and maintains a budget of $20M.