Customer Care Representative (11-7pm)

The Massachusetts Medical Society (MMS) is the statewide professional association for physicians and medical students, supporting 25,000 members. We are dedicated to educating and advocating for the physicians of Massachusetts and patients locally and nationally. A leadership voice in health care, the MMS contributes physician and patient perspectives to influence health-related legislation at the state and federal levels, works in support of public health, provides expert advice on physician practice management, and addresses issues of physician well-being. Under the auspices of NEJM Group, the MMS extends our mission globally by advancing medical knowledge from research to patient care through the New England Journal of Medicine, NEJM Evidence, NEJM AI, NEJM Catalyst, NEJM Journal Watch, and through our accredited and comprehensive continuing medical education programs.

The world has changed, and so has the way we work. The MMS has adopted a flexible work model that allows most employees to choose where they work - at home, onsite in our Waltham office, or a combination of the two - based on their preferences and our business needs. Because what matters is the work we do, not where we do it.

The Customer Care Representative provides an exceptional customer experience by resolving issues in a timely manner using various systems, software, and support tools. Provides resolution support for all calls and email tickets, including level 1 technical support issues related to digital products. Supports all MMS and NEJM Group products, programs, and services.

Responsibilities:

1. Support all MMS and NEJM Group products, programs, and services by assisting customers, MMS members, and subscription agents via phone, Zendesk email tickets, and live chat. Demonstrate effective communication and active listing skills to understand customer needs, provide timely solutions, and escalate issues as needed to ensure resolution.
2. Resolve MMS member inquiries: research member profiles on the membership management system; provide information on education programs, registration, and CME credits; troubleshoot site access issues, update website user information, and provide subscription management support. Coordinate closely with Membership Processing to resolve membership and dues concerns.
3. Ensure accuracy of pricing and customer financial transactions, processing adjustments as needed. Adhere to established workflows and business rules, making exceptions when appropriate.
4. Troubleshoot site access and technical issues across all product sites, support tools, and department applications. Report issues for escalation to the proper technical team using internal systems.
5. Maintain expert knowledge of systems, processes, workflows, product business rules, and website functionality, using department procedures, macros, and Wiki as needed to proactively resolve issues.
6. Provide process and workflow improvement suggestions to the manager to enhance the customer experience.
7. Performs other duties as assigned.

Qualifications:

• A Bachelor's degree with 2+ years' customer service experience required.
• Exceptional problem-solving, decision-making, communication, and call-handling skills, including active listening and de-escalation techniques. Organizational skills and strict attention to detail are essential.
• Ability to communicate technical resolutions to non-technical customers in a clear and concise manner. Must be able to work independently in a team-oriented, fast-paced, multi-project environment.
• Strong familiarity with Zendesk (or similar customer support platforms), as well as subscription and membership management systems, is required.
• Must be comfortable using collaboration and project management tools such as Jira and Slack.

Compensation:

The target base pay range for this role is between $55,000 and $60,000. Salary is commensurate with skills, qualifications, and experience.

Benefits:

Our generous benefits offerings include: 2 weeks of paid vacation, 6 personal days, 12 sick days, 13 paid holidays, medical and dental plans, 401(k) plans with company match, backup childcare assistance, tuition assistance and more!

The MMS has earned praise as one of the Top Places to Work in Massachusetts by The Boston Globe for the past 15 years in a row! The Globe surveys employees regarding their opinions about company leadership, benefits, ethics, values and culture, and recognizes those companies who receive high marks from their employees.

The MMS is an Equal Opportunity Employer, committed to providing opportunities to veterans and people with disabilities and a work environment that is welcoming to all.