Customer Care Center Specialist (Part-time)

Career Title: Customer Care Center Specialist (Part-time/Pool Employee)

Pool Employee

This is a Pool Employee position that is part-time, non-exempt (FLSA), hourly, without benefits, and union membership is required.

Pool employees must work a minimum of thirty (30) hours per month (4 days per month) and may sign up for additional days if there is a need, not to exceed forty (40) hours per week.

Salary Hiring Range: The hourly rate is $29.00.

Union dues: 1.44% of your bi-weekly pay

Department: Customer Care Center, American Nurses Association Enterprise

Career Summary:

The Customer Care Center Specialist (CCCSP) functions as an integral member of the ANA Enterprise Customer Care Center and is primarily responsible for providing real-time first call resolution to incoming customer calls and for responding to customer inquiries received via email. The CCCSP handles calls and emails that impact individual nurses, health care organizations, state/regulatory bodies, and vendors. The CCCSP addresses and resolves questions or issues that include but are not limited to certification/verification, publications, financial transactions, and membership. The CCCSP must be able to work in a fast-paced environment, be able to multi-task, and maintain calm and efficient demeanor at all times. The CCCSP is the “customer face” of the ANA Enterprise.

Education/Related Work Experience:

Associate degree in Business or equivalent work experience is required.

One (1) to three (3) years of experience in an office environment or closely related work such as membership department, or service-oriented position.

Skills/Additional Qualifications:

• Excellent administrative and computer skills.
• Strong problem-solving skills
• Strong critical thinking and analytical skills
• Strong customer service skills.
• Good organizational skills required.
• Requires strong interpersonal skills to deal with confidential issues.
• Ability to work on multiple tasks and prioritize the workload.
• Strong verbal and communication skills with attention to detail required.
• Able to multitask and work under pressure while maintaining a calm attitude with coworkers and/or candidates who call for assistance.

Preferred Skills & Experience:

Association work in a call center environment highly desirable.

Work Schedule:

Hybrid: Employees are considered Hybrid if they are regularly scheduled to work in at least 20% of their work week or work month in an ANA Enterprise Office.

Hybrid employees are expected to travel to the office when requested and/or when necessary to achieve results or meet business needs.

Location:

Our main office is located at: 8515 Georgia Ave., Suite 400, Silver Spring, MD 20910

• The ANA Enterprise will hire primarily from the District of Columbia (DC), Maryland (MD), and Virginia (VA).
• Candidates may apply from other U.S. states and territories; however, prior to being granted an interview by a HR and/or a hiring official, the ANAE Risk and Compliance office must approve that the U.S. state or territory is registered or able to be registered to conduct business with the ANAE.

The following locations are not approved for remote work:

• California
• Ohio
• U.S. Territories
• Minnesota
• Washington
• North Dakota
• Wyoming
• International locations

Learn more about the American Nurses Association Enterprise:

https://www.nursingworld.org/ana-enterprise-jobs/

https://www.linkedin.com/company/american-nurses-association

The American Nurses Association Enterprise:

Founded in 1896, The ANA Enterprise is the family of non-profit companies that comprise the American Nurses Association: the American Nurses Association (ANA), the American Nurses Credentialing Center (ANCC), and the American Nurses Foundation. The ANA Enterprise leverages the combined strength of each to drive excellence in practice and ensure nurses’ voices and vision are recognized by policy leaders, industry influencers, and employers.

Equal Opportunity Employer:

The ANA is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.