Senior Representative, Customer Experience Field Engagement

Senior Representative, Customer Experience Field Engagement

The American Hospital Association (AHA) is a national organization that represents and serves all types of hospitals, health care networks, and their patients and communities. The AHA has two main offices, located in Washington, D.C. and Chicago. We are currently seeking a Senior Representative, Customer Experience - Field Engagement for our Chicago office. This position is a hybrid role (three days in the office, two days working remote).

Starting hourly rate = $27.00-$33.00-$40.00 (commensurate with related experience). The AHA is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications, and location.

The Senior Representative, Customer Experience - Field Engagement is responsible for providing exceptional customer service to American Hospital Association (AHA) members and customers on a daily basis, elevating the voice of the member to enhance the experience and optimize the process. Listen and quickly synthesize a variety of sources of information to resolve identified issues and inquiries, or follow established procedures to escalate to other support tiers. Ensure accuracy of executive contact records in AHA's databases by executing requests for updates from members and internal colleagues through proactive outreach and adherence to data verification processes.

Essential functions include, but are not limited to the following :

• Respond to customer inquiries in a timely manner via phone, email, and live chat applications. Identify, resolve or escalate issues that are reported by customers to the appropriate business unit contact.
• Track customer engagement data to inform areas of improvement and advocate for customer needs through elevating the voice of the customer.
• Collaborate with IT, Communications, and other customer support teams to drive both customer and user improvements.
• Assist with the maintenance of AHA's Knowledge Base through editing and development of procedural documentation.
• Assist with user acceptance testing and other project assignments; advocate for an excellent customer experience with new customer-facing product implementations or initiatives.
• Create and update executive contact records in AHA's databases, ensuring accuracy and completeness. Identify and rectify existing data errors and discrepancies in adherence with data quality standards. Proactively reach out to organizations via outbound calls and emails to validate and collect missing information, using persuasive and engaging communication to encourage timely responses. Track outreach efforts and follow up as needed to resolve incomplete or outdated records. Escalate data changes that require intensive research for completion, as noted in procedures.

We offer an excellent total compensation package, which includes medical / dental coverage (PPO / HMO), vision care, life insurance, short- and long-term disability plans, 401(k), tuition reimbursement, paid vacation / holidays / sick days, wellness programs and more!

The American Hospital Association (AHA) is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. We will provide reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call (312) 422-3000 and ask for the Vice President, Human Resources and let us know the nature of your request and your contact information.

The AHA participates in the E-Verify Program. #LI-Hybrid