DESCRIPTION:

The Customer Service Representative is responsible for a variety of tasks that ensure customers, both internal and external, have the information and assistance they need to maintain APA and the Finance Office's positive reputation. This individual will work closely with others within the Finance Office to ensure all questions and issues are resolved in a timely manner.

EDUCATION AND EXPERIENCE REQUIRED:

• Education: High school diploma required; Associates Degree in Business Management, Communications, or related field is preferred
• Experience: 5-7 years of customer service experience; customer service experience in a finance setting preferred. Excellent communication and time management skills necessary.

COMPUTER SKILLS:

• Experience with database or call tracking software and Microsoft Office are necessary.

RESPONSIBILITIES:

• Review database of questions and issues from internal customers. Assign to FO staff member or handle given requests and track to ensure timely response is provided and then respond to customer.
• Review Finance Office emails from external customers, enter into database and then assign to FO staff member. Track to ensure timely response is provided and then respond to customer.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns or assign to FO staff member.
• Research required information using available resources
• Manage and resolve customer complaints and de-escalate situations involving dissatisfied customers, offering patient assistance and support
• Guide internal customers through troubleshooting or navigating the FO help desk functionality
• Identify and escalate priority issues
• Prepare service reports by collecting and analyzing customer requests and issues
• Collaborate with other customer service representatives or FO staff to improve customer service
• Other Duties as Assigned

About APA:

The American Psychological Association (APA) represents 122,000 psychologists, students, and affiliates, primarily in the U.S. and Canada but also in other countries around the world. APA is a scientific and professional organization with about 500 employees and is categorized as a 501(c)(3) along with its 501(c)(6) companion organization, APA Services, Inc.

Job Location: Remote: APA jobs may be considered for remote work eligibility as defined in APA's Flexible Work Policy and are subject to approval. Remote work employees may not work from the following states or U.S. territories: Alaska, California, Colorado, Guam, Hawaii, Iowa, Louisiana, Montana, Nebraska, New York, North Dakota, Ohio, Puerto Rico, Rhode Island, U.S. Virgin Islands, Washington, Wyoming.

Application Instructions:

Qualified candidates must apply online through APA's applicant system and attach a resume and cover letter specifying your salary expectations. Applications that are submitted without both documents are considered incomplete and will not be reviewed for consideration. Once your application is submitted, you will receive a confirmation email. Please make sure to check your Spam folder if you do not receive an email from us.

The American Psychological Association is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, or any other protected categories covered under local law.

APA has a mandatory vaccination policy. All employees must be either fully vaccinated or receive approval from APA for an exemption (disability/medical or sincerely held religious belief) before beginning work at APA. By submitting your application, you agree that as a condition of employment, you must comply with APA's mandatory vaccination policy and other health and safety requirements.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)