American Academy of Family Physicians Contact Center Representative in Leawood, Kansas
Thank you for your interest in careers at AAFP!
The American Academy of Family Physicians and its chapters proudly represent more than 134,600 family physician, resident, and medical student members. Family physicians play a critical role in improving the health of patients, families, and communities across the United States.
The AAFP is committed to helping family physicians improve the health of Americans by advancing the specialty of family medicine, saving members time, and maximizing the value of membership . Our focus every day is to help family physicians spend more time doing what they do best: providing quality and cost-effective patient care. The AAFP delivers value to its members through each of its strategic priorities.
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Minorities are encouraged to apply. We thank all respondents for their interest in AAFP.
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Hours of Operation 8:00 a.m.- 4:00 p.m. (Central Time)
Monday-Friday, 37.50 hours per week
Additional hours as required
No Travel Required
The Contact Center Representative is the frontline contact with our members/customers. Our team goal is to ensure member/customer requests are handled professionally and timely while inspiring member loyalty. The Contact Center Representative is responsible for handling member/customer contacts through our various channels (Phone, Chat, Email). This role requires the ability to handle a high volume of contacts efficiently and accurately while maintaining service level agreements. A successful representative can quickly adapt to the current business need. The representative will engage in meaningful conversations by building rapport and further convey/demonstrate member value within the AAFP. We are seeking employees who are self-motivated, utilize effective troubleshooting/probing techniques, and have experience with fluctuating work volumes/deadlines.
Essential Duties and Responsibilities:
Provide superior level of customer service to internal and external contacts.
Responsible for meeting service level goals.
Responsible for team/individual metric goals.
Utilize effective troubleshooting techniques and problem-solving skills.
Identify and handle member/customer contacts and inquiries completely, accurately, and timely regardless of channel (in and outbound phone, e-mail, mail, fax, etc.) in a fast-paced environment.
Resolve member/customer complaints and problems to the satisfaction of the member/customer, including any questions/issues requiring follow-up and exercises independent judgment within set guidelines.
Enter member/customer data and other relevant information into Association Management System or other data repository as required. Exceptional data entry skills are highly desired.
Educate the member/customer about AAFP’s products and services, maximizing the opportunity to inform them about AAFP Programs, Products, Projects and Services.
Maintain confidentiality of AAFP members/customers and data.
Participate and effectively communicate in individual and team meetings.
Adhere to assigned work schedule.
Must be adaptable to an ever-changing environment.
Work overtime as needed.
Other duties as assigned.
Education, Experience and Skills:
High school diploma or equivalent
Prior experience in high volume call center environment preferred.
Exceptional attendance required.
Have experience with “one contact resolution” skills.
Salesforce experience/Association Management System experience preferred.
Customer Service/communication skills.
Multitasking skills required.
Positive, professional and customer-oriented attitude.
Exceptional verbal and written communication skills.
Ability to organize and communicate information clearly.
Problem solving and analytical skills.
Accept coaching and direction.
Patient, adaptable, team player.
Proficient with computers, including excellent typing speed.
Able to handle a repetitive and varied workload.
Knowledge of Excel and Word is helpful.
Helping Family Physicians Advance Health
Why work for us?
The work of the AAFP serves family physicians so they can best care for their patients and communities. Our work is driven by this mission.
Attracting good people, and keeping them, is essential to the strategy of a successful organization. We recognize that our success depends on the quality of our staff. We need to attract talented, qualified professionals and provide them with opportunities for advancement in all aspects of their professional life.
Our Staff Model our Organization’s Values and Culture
Achieving our mission requires great people who have high integrity and are creative, energetic, and mission-driven. Our staff model our culture by demonstrating the following:
Value the family physician member – our primary customer.
Treat each other with mutual respect
Deal with conflicts directly and respectfully
Take personal responsibility, including accountability for commitments, results and quality
Commit to learning and developing self and others
Work effectively together in a collaborative manner
Keep it fun by enjoying our work, celebrating our successes and maintaining a balanced life
All AAFP work locations and the entire Leawood campus are tobacco free workplaces.
See our career page (https://www.aafp.org/careers/at-aafp/careers.html) for more information about the AAFP