Senior Customer Service Representative

The American Association of Nurse Practitioners® (AANP) is a full-service professional membership organization that empowers all Nurse Practitioners (NPs) to advance accessible, person-centered, equitable, high-quality health care for diverse communities through practice, education, advocacy, research, and leadership. AANP takes pride in serving the NP community and our team members work together to move the association forward. 

We are looking for talented individuals to join our team. In addition to competitive benefits, AANP offers team members a creative work environment with the opportunity for personal growth and success.

APPLICATION PROCESS

Applicants for this role must submit a cover letter and upload their resume with the online employment application.

POSITION SUMMARY

The Senior Customer Service Representative serves as a senior point of contact and subject matter expert (SME) for the American Association of Nurse Practitioners (AANP) members throughout their membership lifecycle. This role goes beyond traditional customer service – it requires familiarity with how Membership intersects with the different functional areas within AANP, comprehensive knowledge of the organization’s benefits and programs, and the ability to independently own and resolve complex membership issues with professionalism, courtesy, and care. This role will support comprehensive customer service support including escalated issue resolution, operate with a high degree of autonomy, support the Membership team quality assurance process, contribute meaningfully to process improvement initiatives, support special projects, and act as a Membership resource and knowledge base for colleagues.

WHERE YOU WILL WORK

This position will initially be working full-time in the National Headquarters office in South Austin, TX with the opportunity to transition to a hybrid work schedule if requirements of AANP telecommuting program are met after the onboarding process and introductory period has been completed. 

ESSENTIAL RESPONSIBILITIES

You are expected to perform the following essential responsibilities of the position with reasonable accommodation. The position may include other responsibilities as assigned.

• Supports membership recruitment and retention efforts by conducting proactive outreach to prospective and lapsed members, addressing inquiries with a solutions-focused approach, and collaborating with the Membership team to meet enrollment and renewal goals.
• Responds to inbound member inquiries via phone, email, and the Zendesk helpdesk with accuracy, warmth, courtesy, and professionalism.
• Owns resolution of escalated complex or sensitive member issues end-to-end, applying extensive experience, policy knowledge and professional judgment; escalation to leadership should be the exception, not the norm.
• Serves as the Membership department database SME (Zendesk helpdesk and AMS [Association Management System]).
• Maintains thorough documentation of member interactions, issues, and resolutions in the different systems used by Membership (e.g., Zendesk, AMS, email, etc.).
• Creates standard responses/macros in Zendesk. Manually assigns tickets and responds to tickets when needed.
• Performs member contact quality assurance and reviews analytics from Zendesk helpdesk tickets for the Membership team.
• Systematically identifies recurring inquiry trends and takes initiative to recommend and help implement improvements to FAQs (Frequently Asked Questions), member-facing resources, and internal processes to proactively improve response time and reduce inquiry volume.
• Serves as a knowledgeable and trusted resource for new AANP members through the member onboarding process, clearly communicating membership benefits, resources, continuing education offerings, and advocacy initiatives.
• Processes membership renewals, upgrades, downgrades, and cancellations accurately and in a timely manner.
• Manages and resolves billing inquiries independently, including payment plans, invoice discrepancies, failed transactions, and refund requests.
• Leads follow-up on outstanding renewals using established outreach sequences via phone, email, and written correspondence.
• Supports reconciliation of renewal reports, identifies discrepancies, and coordinates resolution efforts.
• Contributes to refining renewal workflow processes based on observed inefficiencies or opportunities.
• Generates membership reports and provide data analysis to support leadership requests, renewal campaigns, and strategic initiatives.
• Takes ownership of Membership data integrity, proactively identifies and resolves issues, leads periodic data clean-up projects, and establishes consistent data entry practices across the team.
• Serves as a functional resource for colleagues on Membership systems use, including Zendesk and AMS, helping onboard and train new and existing team members on updates to workflows and best practices.
• Supports initiatives related to the AANP website updates and participates in the website redesign project.
• Participates in the Salesforce AMS implementation and ongoing Membership support for maintenance of the system as needed.
• Creates and monitors membership campaign promotional codes in AMS.
• Supports Membership Manager on international membership initiatives.
• Participates in and contributes to special projects as assigned, applying subject matter expertise to support departmental and organizational initiatives.
• Attends AANP conferences and staffs the registration and member support desk or other conference areas as assigned.
• Participates in general new process idea generation, review and redesign of existing processes to achieve clarity, efficiencies, and overall improvement for Membership and, as needed, the organization.

QUALIFICATIONS

Education

Required:

• Bachelor’s degree; Equivalent experience in customer service can be substituted for education on a year-for-year basis above the minimum experience requirement.

Experience

Required:

• Six or more years of recent customer service support.
• One or more years of experience in a senior customer service role responsible for issue escalation and resolution.

Preferred:

• Experience in membership services, professional association, nonprofit organization, chamber of commerce, or similar professional experience.

Knowledge, Skills, and Abilities

Required:

• Strong skills in development, reviewing and redesigning processes.
• Excellent knowledge of the principles and processes for providing customer service and good understanding of how to manage issue escalations.
• Excellent analytical, critical thinking, and problem-solving skills with the ability to evaluate situations, identify problems, and propose practical solutions.
• Excellent verbal and written communication skills with strong emotional intelligence and ability to perform all communications in a courteous and professional manner.
• Excellent interpersonal skills and the ability to collaborate and mentor others.
• Demonstrated team player.
• Exceptionally responsive.
• Ability to effectively make and communicate information regarding AANP member benefits, policies and procedures.
• Ability to perform tasks with a high level of accuracy and attention to detail.
• Strong attention to detail with ability to perform tasks with high level of accuracy and follow-through.
• Computer proficiency involving a variety of software products, including MS Office 365, Association Management Software (AMS), Zendesk or similar ticketing system, phone systems, and data entry.
• Ability to learn new systems and platforms quickly.
• Proficient in office skills and etiquette.
• Strong adaptability and flexibility skills.
• Strong organizational skills with ability to perform multiple tasks, manage priorities and meet deadlines.
• Organized self-starter with strong work ethic, initiative, ability to work independently with limited supervision, and dependability.

Preferred:

• Ability to use Salesforce software in a customer service environment.

Other

• Ability to travel to AANP Conferences as required (approximately 5%).
• Ability to work overtime when required.

BENEFITS

AANP offers attractive compensation; health, dental, vision, life and other supplemental insurance options; a retirement plan [401(k) and Roth] with up to 6% employer match and immediate vesting; and generous paid time-off including vacation and 14 annual holidays. In addition to our beautiful Austin, TX in-office work environment, this position may offer a hybrid work option as well. It’s a great place to work with a mission that supports NPs everywhere!

AANP is proud to be an Equal Opportunity Employer. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, or any other status protected by the laws and regulations in locations where we operate. We celebrate diversity and are committed to creating an inclusive environment for all employees.

AANP will endeavor to provide reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability. If you require reasonable accommodation because of a disability in completing any part of the employment process, please contact Human Resources at (512) 442-4262 to help us understand the nature of your request and provide your contact information.