Customer Care Office Administrator

$44,138 - $50,939/Yr

American Association Of Critical Care Nurses - Aliso Viejo, CA

Full-time - Entry Level

Aliso Viejo, CA

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Customer Care Office Administrator at the American Association of Critical Care Nurses (AACN) serves as a vital link between the organization's internal staff and its vendors, members, and customers. This onsite position is essential for fostering a positive impression of AACN by providing professional and accurate assistance to both internal and external customers, whether over the phone or in person. As a key member of the Customer Care team, the administrator is responsible for processing customer requests, handling various applications, researching and applying payments, and responding to emails from both internal and external sources. In this role, the administrator will ensure that all customer interactions are handled with accuracy and high quality, contributing to the overall customer experience. Daily responsibilities include opening and sorting mail, triaging applications and payments, and ensuring that all information and resources are organized and accessible. The administrator will also coordinate payment processes and communicate with various departments as necessary, while performing administrative tasks related to bank deposits and cash receipts. The position requires effective communication skills to assist members and customers via email and phone, ensuring that all inquiries are addressed according to established guidelines. The administrator will develop a comprehensive knowledge of AACN's products and services, enabling them to assist customers effectively. Additionally, the role involves evaluating customer situations, resolving problems, and documenting key information from every interaction to support organizational decision-making.

Responsibilities

• Provides accurate and high-quality service to internal and external customers over the phone and in person onsite.
• Opens daily mail and sorts it to other departments, ensuring various applications, miscellaneous payments, and audits are triaged, organized, and accessible for processing.
• Processes customer requests, researches and applies miscellaneous payments, and responds to internal and external emails.
• Coordinates payment and communicates with various departments as needed.
• Performs administrative activities related to preparation of Bank Deposits, supporting Cash Receipts, Month-end, and ACH processes.
• Oversees the Reception switchboard and answers incoming telephone lines, providing information and directing calls.
• Ensures all information, resources, and supplies are up-to-date, organized, and accessible for those covering Reception and working onsite.
• Works collaboratively to ensure technical and process issues are resolved.
• Effectively communicates and assists members and customers via email according to established guidelines.
• Develops and maintains comprehensive knowledge of association products and services as well as relevant computer applications, platforms, websites, and reference tools to assist internal and external customers.
• Responds to emails received into the Customer Care email boxes.
• Evaluates customer situations, researches, resolves problems, and provides all relevant information.
• Supports high levels of customer service and organizational decision-making by accurate, timely capture of member and customer information, data, and feedback.
• Evaluates and documents key information from every customer interaction.
• Enters all relevant transactional data and captures customer feedback.
• Performs other administrative activities related to the Customer Care Department.

Requirements

• Demonstrated commitment to customer service and effective interpersonal skills, including strong teamwork skills.
• Demonstrated ability to effectively interact with all levels within the organization utilizing excellent written and verbal communication skills.
• Ability to work effectively and collaboratively with others.
• Strong attention to detail and exceptional follow-through.
• Demonstrated commitment to the quality of the customer experience.
• Proficient in Microsoft Office (Word, Excel, PowerPoint), Google Workspace (Gmail, Calendar, Docs, Sheets, Forms), and SmartSheet.
• Minimum three years of relevant customer service and/or office administrative experience in an office setting preferred.
• Associate degree preferred.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Company paid life and short-term disability insurance
• Retirement savings program with employer matching and additional company contribution
• Generous paid time off
• Low-cost health plans for medical and mental health services
• Various alternative and flexible work arrangements to support work/life balance.