Ensures that procedure manuals and training materials are current and used by staff to provide a consistent customer experience.
Establishes effective training programs to onboard new staff and improve the knowledge and skills of established call center staff.
Uses techniques like call recording and monitoring to proactively train call center staff and improve the quality of the customer experience.
Possesses a high level of knowledge and familiarity with APTA including detailed knowledge of the types of inquiries received within the call center.
Understands the technology in use within the call center and leverages it effectively.
Leads call center staff to provide an efficient customer service experience as it relates to membership, events, courses, and general customer service inquiries.
Manages and oversees the event registration and reporting process for courses.
Provides daily monitoring of inbound customer service inquiries received by phone, email/tickets, and online chat to confirm established customer service levels are met.
Provides monthly reporting and analysis of volume and provides insight into challenges or areas for improvement.
Assists in the management of APTA’s ticketing system across the organization including guiding external departments on best practices and providing outreach when customer service levels are not being met.
4+ years in professional level related position
Association background in call center management preferred
Customer Service Certification preferred
Excellent communication and interpersonal skills
Excellent written and oral communication skills
Excellent conflict management and resolution skills
Excellent problem solving and resource management skills
Demonstrated competency in leadership and management.
Equal Opportunity Employer
Please send resume and cover letter with salary requirements to: firstname.lastname@example.org
About American Physical Therapy Association/Foundation for Physical Therapy
The American Physical Therapy Association (APTA) is an individual membership professional organization representing more than 100,000 member physical therapists (PTs), physical therapist assistants (PTAs), and students of physical therapy. APTA seeks to improve the health and quality of life of individuals in society by advancing physical therapist practice, education, and research, and by increasing the awareness and understanding of physical therapy's role in the nation's health care system.
APTA prohibits preferential or adverse discrimination on the basis of race, creed, color, gender, age, national or ethnic origin, sexual orientation, disability, or health status in all areas including, but not limited to, its qualifications for membership, rights of members, policies, programs, activities, and employment practices. APTA is committed to promoting cultural diversity throughout the profession.