ENA is looking for a motivated, team driven, customer service professional to join our ENA team! The Customer Service Representative will foster relationships with ENA Course Faculty, Course Directors, and Course Instructors guiding them through the business and management of conducting successful ENA courses from planning to completion. The Representative will serve the ENA Course Faculty, Course Director and Course Instructor as their first line support to counsel, troubleshoot, and problem solve through the planning, management, execution and evaluation of ENA courses.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Cultivate Course Faculty, Course Director, Course State Chair, and Course Instructor relationships using knowledge and influence to increase rapport, build course satisfaction and secure loyalty for ENA continuing education courses.
Fully understand and advise on technical requirements and the requirements of the Course Administrative Procedures. Recognize cases that need education, IT support, or escalation. Follow all cases through to resolution and customer satisfaction.
Make recommendations on process improvements to better meet the needs of the Course Directors, Course Instructors, and students as it relates to course registrations, student pre-course modules, attendance, live flipped class instructions, skills stations, exams, evaluations, card verifications, and related feedback.
Serve Course Directors in a proactive manner as it relates to course planning and intelligence gathering and other requests as they arise.
Resolve problems and handle difficult situations through professional communication, via phone and email, with proper grammar, empathy, and tone.
Encourage a high level of course effectiveness through upselling course ancillary products when the opportunity presents, and it is appropriate.
Provide efficient service through utilization of resources including ENA website, netForum, LMS and ecourseops, and other applications.
Recognize when trends are occurring and report them to the Course Management Supervisor.
Contribute to the workplace culture that is consistent with the association’s culture statement and emphasizes the mission, vision and values of the organization.
Display a high level of accountability, taking responsibility for individual actions and the impact on the organization. Views oneself as a reflection of the organization by following through on commitments and accepting ownership.
Perform other duties as assigned or required, including managing projects.
Minimum of 3 years of experience customer service or sales, or related experience
Minimum of 3 years of experience interpreting and administering complex rules and procedures
Excellent organizational skills, including ability to prioritize multiple and varied tasks within established deadlines
Excellent oral and written communication skills
Computer proficiency in Microsoft Suite of Products
KNOWLEDGE, SKILLS, AND ABILITIES
Excellent organizational skills, with ability to work independently on assigned tasks
Superior listening skills, adept at probing and questioning to uncover needs
Efficiency in computer and internet navigation
Think critically and problem solve at a fast pace
Excellent collaborative communication and interpersonal skills
Ability to interpret complex rules and enforce compliance
Ability to prioritize multiple and varied tasks within established deadlines
Ability to exercise a high level of discretion and independent judgment
Computer proficiency in Word; data base systems including Access and Excel; Power Point
Ability to interface with staff, board and external relationships in a professional manner, including a demonstrated commitment to customer service
Nature of work requires an ability to operate standard business office equipment. Requires ability to communicate verbally and in writing in an exchange of information; collect, compile and prepare work documents; set-up and maintain work files. Use of the computer, with repetitive motion, is approximately 80%.
Majority of work is performed in a general office environment. Occasional travel may be required.
This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.
About Emergency Nurses Association
About Emergency Nurses Association
The Emergency Nurses Association (ENA) is the premier professional nursing association dedicated to defining the future of emergency nursing through advocacy, education, research, innovation, and leadership. Founded in 1970, ENA has proven to be an indispensable resource to the global emergency nursing community. With more than 43,000 members worldwide, ENA advocates for patient safety develops industry-leading practice standards and guidelines and guides emergency healthcare public policy. ENA members have expertise in triage, patient care, disaster preparedness, and all aspects of emergency care. Additional information is available at www.ena.org