Monitors the telephone queue and answers calls regularly throughout the day.
Securely and accurately processes orders for products and services.
Investigates inquiries thoroughly and applies initiative and creativity in fully resolving requests.
Cross-sells APTA products and services whenever applicable.
Provides customer support and troubleshooting for member facing applications, login issues, and third-party sites.
Captures troubleshooting details related to trending system issues and proactively reports them to management.
Trains new department staff on APTA products, services, departments, and resources.
Serves as dedicated liaison to key departments and is a regular intermediary for clear communication between departments and staff to improve customer service.
Initiates excellent outbound member follow-up or target marketing calls to enhance member service and value.
Responsible for payment processing and assists with lockbox dues, subscription payments, and student application processing.
Minimum of 5 years’ experience in a high-volume customer contact environment
Excellent verbal and written communication skills
Excellent data entry and processing skills with high attention to detail
Excellent critical thinking and problem solving abilities
Excellent time and prioritization skills
Ability to manage sensitive and confidential information
Ability to be flexible, learn new technologies, and lead by example
This position may occasionally lift up to 25 pounds for files and computer printouts.
Equal Opportunity Employer Principals Only
About American Physical Therapy Association
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.