DEPARTMENT	Member and Customer Care
BASIC FUNCTION	Build EMRA into a thriving customer service organization through teamwork and shared responsibility.

Characteristic Duties and Responsibilities

1. Build EMRA into a thriving customer service organization through teamwork and shared responsibility.

   1. Provide thoughtful, thorough, and timely support to members and customers via phone, chat, and e-mail.

   2. Adhere to procedures specific to Member Care and add to documentation as new procedures are defined.

   3. Share responsibility for member satisfaction with Member Care team, offering help to others and ask for help when needed to ensure member needs are met.

   4. Update physical addresses, chapters, email addresses, sections and other member record changes received from all sources.

   5. Assist with lists, data updates, and tracking of mailed member kits.

2. Positively impact EMRA’s bottom line through problem-solving, turning frustrated members/customers into satisfied, repeat members/customers.

   1. Sustain a respectful, professional, and cooperative environment while dealing with members and customers.

   2. Pursue up-to-date knowledge of EMRA and ACEP products, services, and benefits in order to answer most member questions.

   3. Take every opportunity to promote and upsell EMRA and ACEP meetings, products and services.

   4. Assist members/customers with online processes, including applications, renewals, subscriptions, CME tracker, journals, and other benefits.

   5. Ensure that CRM records and transactions are updated and accurate.

   6. Track invoice due dates for programs in group billing and reach out to those past due as requested.

3. Assist EMRA in exceeding its membership goals.

   1. Always work toward turning a canceling member into a renewing member.

   2. Promote EMRA Alumni membership during ACEP membership renewal.

   3. Using professional customer service skills, initiate contact with and respond to member and potential member communication including resolution of member complaints, addressing member issues, securing needed information, and taking personal data and completing financial transactions.

   4. Prepare reports on membership counts and trends.

   5. Foster appreciation among the EMRA-ACEP team for the journey of our members who begin their careers as medical students and residents with an EMRA-first focus and matriculate to attendings with an ACEP-first focus.

   6. Understand how medical students and residents pay for their membership and the decision to join process.

   7. Facilitate conversion campaigns for graduating residents through the ACEP “new” member process.

4. Maintain database information on residency programs and emergency medicine interest groups.

   1. Add and update information on residency programs and related staff and faculty.

   2. Vet information received for EMRA Match, EMRA’s database that connects graduating medical students to EM residency, clerkship, and fellowship programs in the U.S., ensuring accuracy for those using the platform.

   3. Add and update information on emergency medicine interest groups and related staff and faculty.

   4. Administer co-branded EMRA/ACEP EM Educator Hub on engagED.

5. Coordinate visits to residency programs in cooperation with EMRA and ACEP staff and leaders.

6. Meet or exceed individual performance goals.

   1. Respond to assigned individual email queue items.

   2. Maintain procedures for processes, systems, and activities specific to position responsibilities.

   3. Plan, test and learn new computer and software systems as requested or required.

   4. Perform other duties as assigned by supervisor.

Relationships and Contacts

Reports to:	Member and Customer Care Manager
Internal Contacts:	All staff, but specifically, will build strong relationships with EMRA-dedicated staff
External Contacts:	Member and nonmember physicians and medical students; residency and medical school staff

Required Education and Experience

1. High school diploma or equivalent.

2. Five years’ experience in a direct customer service role, including phone support.

3. Experience working in technical systems to manage contact records at the individual and organization level.

4. Demonstrated skills and familiarity with Microsoft Word and Excel.

Other Desired Qualifications

1. Genuinely excited to help customers.

2. Passionately communicative.

3. Ability to put themselves in our members’ shoes and advocate for them when necessary.

4. Problem-solver who thrives under pressure.

5. Willing and able to investigate when information is required to resolve complaints.

6. Attention to detail and accuracy.

7. Ability to organize and prioritize and work independently.

8. Ability to adapt to changing priorities and deadline pressure.

9. Ability to work well with others and demonstrate a customer service attitude.

We are an equal opportunity and E-Verify employer who offers a competitive salary, an excellent benefits package, a retirement plan and more.

If you have questions regarding this position or would like to submit your resume, please contact us.