ENA is looking for a motivated, team driven, customer service professional to join our ENA team!
As a Customer Service Representative, you will work closely with existing and new customers made up of emergency nurses that teach ENA’s trauma courses and emergency nurses that take ENA’s trauma courses. As the first line support, you will grow to understand customer challenges, find solutions and develop solid and productive relationships.
In this position, you will provide customer pre- through post-course support using the ENA website, learning management system and database. The customer service representative will multi-task in guiding customers through online registration, course preparation, and materials ordering processes. You will take full ownership of incoming customer issues following them through to resolution and satisfaction.
Position Responsibilities Include:
Deliver prompt, knowledgeable and professional customer service to trauma course instructors and nurses taking trauma courses.
Understand technical requirements, ENA systems and administrative procedures. Use these resources to follow all cases through to resolution and customer satisfaction.
Make recommendations on process improvements to better meet customer needs.
Recognize when trends are occurring and collaborate with team members to develop plan for resolution.
Encourage a high level of course effectiveness and encourage the use of course ancillary products when the opportunity presents, and it is appropriate.
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.
The ideal candidate will have the following requirements and demonstrated experience:
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
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
ENA offers a collaborative team environment, great benefits, including a robust 401(k), work-at-home opportunities and more. At ENA, your work helps emergency nurses excel.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
About Emergency Nurses Association
ENA is the premier professional nursing association dedicated to defining the future of emergency nursing. Our mission is to advocate for patient safety and excellence in emergency nursing practice. We envision our self to be the global emergency nursing resource and advocate for safe practice and safe care. A large part of what we do is to develop and deliver high quality, well respected continuing education – written by emergency nurses for emergency nurses.