Under the direction of the Membership Service Center Managing Lead, provide comprehensive quality customer services to current and prospective members. Provide front line assistance for all Academy of General Dentistry (AGD) related inquiries and requests by responding to telephone and written inquiries regarding AGD requirements, programs, policies and services. Provide quality clerical and data entry support in processing member continuing education credits, change of address, constituent, etc. Assist with organization activities and special projects as directed.

Essential Job Functions:

1. Be knowledgeable about all aspects of the AGD policies and procedures related to membership issues and services to provide a one-stop shop, team atmosphere in the Member Call Center.
2. Answer in-bound telephone calls and minimize calls sent to voicemail and/or provide timely response to member emails received via the AGD online-email proxy in a professional manner that is appropriate, businesslike language for electronic communications as assigned.
3. Provide comprehensive quality service to current and former members, non-members and others with inquiries or complaints in a courteous, efficient and professional manner.
4. Research and respond to member inquiries relating to dues payments, transcripts, membership status and other essential aspects of membership.
5. Assist members with their CE transcript questions and corrections.
6. Return voicemail messages appropriately, professionally, and informatively in a timely manner.
7. Have knowledge of AGD’s Web site to assist members and providers with log-in issues, Annual Meeting registration, patient referrals, etc.
8. Assist with CE inquiries, duplicate resolution and random audits of member transcripts.
9. Accept and process new member applications; assuring that all information is accurately entered in the AGD’s member database. Assist prospective members with proper completion of applications.
10. Proactively update member and non-member records as necessary by actively validating contact information to ensure that records of reinstated and relocating members are updated properly to receive accurate billing and regular mailings and correspondence.
11. Enter notes in Activities area of member and non-member records for any contact or action taken.
12. Make outbound calls to contact key member segments for membership retention and/or acquisition.
13. Respond to requests from the public regarding AGD members in the area.
14. Provide in-office support (such as coverage for the office services department) as assigned.

Minimum Qualifications for Consideration: 

Education:     Two years of college (AS degree) or equivalent experience.

Credentials (years of experience):  One to two years of member/customer services experience, with success in courteous and patient communication, problem solving and follow through. 

 Knowledge, Skills and Abilities:  Able to communicate effectively and tactfully over the telephone with AGD members, officers and others, and present a positive image of the AGD through these communications. Have strong PC skills and familiarity with membership/customer databases, Microsoft Office and typing skills of 50 WPM. Be able and willing to learn new software and programs as required. Proficient in the use of e-mail and Internet. Possess good organizational skills, excellent customer service skills, excellent oral and written communications skills and ability to write effective business letters with good spelling and grammar. Ability to follow instructions, analyzes situations, solve problems, and maintain confidentiality of records and information. Must be detail oriented, have the ability to multi-task and be team oriented. Be able to work overtime as needed.

About Academy of General Dentistry

Founded in 1952, The Academy of General Dentistry (AGD) is the only professional association that exclusively represents the needs and interests of general dentists. AGD provides its members with the resources, support and inspiration they need to deliver the best dental care and oral health education to the public. AGD’s mission is to “advance general dentistry and oral health through quality continuing education and advocacy.” Through this mission, AGD member dentists are able to build their careers, grow their businesses and protect their profession. For additional information, please visit our website at www.agd.org

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