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 for our Chicago office. This position is a hybrid role (three days in the office, two days working remote).
Starting hourly rate = $25.64 to $32.05 (commensurate with related experience).

The Senior Representative is responsible for providing exceptional customer service to members and other key customers on a daily basis. The Representative uses excellent oral and written communication skills to: 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. As a point of customer engagement, the Representative elevates the voice of the customer to drive customer experience and process optimization.

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.

1. Track customer engagement data to inform areas of improvement and advocate for customer needs through elevating the voice of the customer.
2. Collaborate with IT, AHA Communications, and other customer support teams to drive CX and UX improvements.
3. Assist with the maintenance of AHA's Knowledge Base through editing and development of procedural documentation.
4. Assist with user acceptance testing and other project assignments; advocate for an excellent customer experience with new customer-facing product implementations or initiatives.

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 Director, 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

High School of Communication (preferred)

3 - 5 years: Some College preferred. Phone and e-mail customer service experience is required. Process and procedural documentation is preferred. (required)