Member Care Representative

The American Association of Nurse Practitioners® (AANP) is seeking a professional and highly motivated member care representative to provide comprehensive and exceptional customer service to the association’s members and prospective members via telephone, email and face-to-face communication. This position will be based in AANP’s headquarters, located in the South MoPac Expressway and Southwest Parkway area of Austin, Texas, and will report to the Director of Membership.

Duties include:

• Serve as primary staff member to answer inbound membership-related phone calls, respond to all basic and routine requests and route inquiries to the appropriate staff member or department when higher level expertise or assistance is required.
• Provide timely, helpful and accurate customer service, including email, telephone, written and face-to-face communications.
• Process customer payment and refund transactions.
• Assist members with log in issues and website navigation.
• Maintain the Customer Contact Log of each phone call and email correspondence, using Aptify.
• Assist with the preparation and packing of membership materials for conferences.
• Perform all duties with a high level of accuracy, timeliness and professionalism.
• Assist with other organizational activities and projects, as needed.
• Identify opportunities for continuous improvement or to enhance the member experience and implement process changes.