Coordinator, Customer Member Services

Why Work Here?

“Mission driven, great benefits and room for growth!”

Why consider AORN, Association of periOperative Registered Nurses, as the next place for your career as our Coordinator, Customer and Member Services? Because we’re innovative and all about quality and collaboration – we’re continually seeking to enhance our offerings to allow us to better tailor to the needs of our nurse members while expanding our market position and growing revenue across our business and sales divisions.

Our mission is to define, support, and advocate for patient and staff safety through exemplary practice for each phase of perioperative nursing care using evidence-based guidelines, continuing education, and clinical practice resources. We collaborate with professional and regulatory organizations, industry leaders, and other health care partners who support our mission. Our culture is one of openness, teamwork, risk taking and being at the cutting edge of our field and we only look for employees who hold these same traits.

Values mean more to AORN than just bullets on a page. They drive our daily decisions and impact how we work as an organization:

• Innovation: Taking courageous and bold actions for growth and sustainability.
• Communication: Exemplifying respect, collaboration, transparency and honesty.
• Quality: Ensuring accountability and excellence.
• Diversity, Equity, Inclusiveness: Promoting fairness, valuing differences, considering all perspectives.
• Achievement: Achieving our mission, realizing the vision.

The Coordinator, Customer & Member Services is a hybrid position supporting both individual customers/members and B2B customers (facilities and organizations). This position assists with potential and existing orders. This position answers a variety of product, service, and program related questions via all communication mediums (phone, email, etc.). The Coordinator records interactions through the ticketing system and/or customer database. This position will handle inbound and outbound communications ensuring every customer has a positive experience with AORN’s suite of perioperative offerings.

AORN is based in Denver, CO. Our Coordinator, Customer and Member Services will work a hybrid work schedule, Monday - Friday 8:00am to 4:30pm (Alternating weeks onsite).

More about what you’ll get to do as our Coordinator, Customer and Member Services:

• Delivers prompt, courteous, professional service (inbound/outbound calls) in a manner that consistently meets/exceeds customers' expectations and satisfaction.
• Adheres to departmental Key Performance Indicators and response metrics.
• Demonstrates and maintains a firm understanding of AORN’s products and services and incorporates good cross-selling skills to introduce additional offerings.
• Provides comprehensive and accurate responses to customer inquiries by utilizing available resource material and information contained in the Association.
• Collects, tracks and manages data for all customer interactions to ensure accurate, up-to-date files in the database including managing duplicate records.
• Monitors the department email boxes, responding to emails within department response time requirements.
• Receives and processes customer payments including reviewing orders and coordinating batches. Initiates refund requests
• Based on customer interactions, suggests ideas for additional/improved outreach to improve the customer experience.
• Helps with the registration process and general customer service for the Association’s annual conference. This may include on-site event customer service and support.
• Sends membership materials either as requested or as part of standing process for onboarding/engagement including membership cards/kits and flyers.
• Completes cross-training and serves as back-up for other team members as needed, including data processing.
• Performs other duties as assigned

Must Have’s to be our Coordinator, Customer and Member Services:

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent.
• At least one year of experience in a call center environment or closely related work experience such as telemarketing or sales.
• Must have computer experience utilizing Windows-based software applications for database management, as well as proficiency in MS Office Suite.

PREFERRED QUALIFICATIONS

• Associate’s degree.
• Experience using a customer service database system or association management system, preferably using multiple systems simultaneously.
• Experience with Crystal Reports.
• Experience handling and tracking payments and issuing refunds.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent oral and written communication and telephone skills required.
• Must have a strong commitment to assisting customers and providing a quality customer experience.
• Self-motivated with the ability to maintain a positive attitude; ability to work autonomously; self-directed.
• Good analytical and organizational skills with strong attention to detail
• Proficiency with ten key typing preferred.
• Knowledge of PCI security standards and ability to maintain confidential information.
• Ability to demonstrate and hold others accountable for organizational values of: Innovation, Communication, Quality, Diversity, Equity and inclusion, and Achievement.

Here are some of the excellent benefits we offer and why it’s so great to work here!

• Competitive salary.
• Health insurance package options that include a HDHP plan and a PPO plan.
• Dental and vision coverage.
• Flexible Spending Account (FSA) and Healthcare Savings Account (HSA) options.
• Employer paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage.
• Voluntary Life Insurance options including critical illness and accident insurance.
• 401(k) plan with immediate vesting.
• Pet insurance.
• LinkedIn Learning.
• Paid time off and 10 paid holidays per year.
• Paid sick time.
• Paid parental leave.
• Free subscription to Calm.
• Up to 8 hours of paid volunteer time.
• Employee Assistance Programs.
• Staff Incentive Bonus.

Working Conditions:

Remote work environment, using a computer, telephone and other office equipment daily. Ability to travel as needed to support departmental and Association functions.

FLSA Status: Non-exempt

Application Deadline: Applications will be accepted until the position is filled or a sufficient number of applications has been received.

AORN provides equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We encourage people with disabilities and from other diverse backgrounds to apply. We do not discriminate based on disability.