TITLE: Membership Engagement Representative

DIVISION: Membership

REPORTS TO: Director of Membership Engagement  

OFFICE LOCATION: Sacramento

EXEMPTION STATUS: Non-Exempt

POSITION SUMMARY:

The Membership Engagement Representative is the front-line interaction point between CMA and our customers: California’s physicians, administrators and medical staff. Ensuring accurate, timely and efficient customer support, responding to customer inquiries in a manner that supports the achievement of CMA goals, and understanding customer requirements to maintain and grow membership participation and retention, are critical aspects to the role. This role requires strong customer service and account management skills, with the ability to engage with prospective customers on the value of CMA membership and associated services.

DUTIES/RESPONSIBILITIES:

• Research and resolve issues/complaints and determine appropriate resolution(s)
• Solve problems and assists with issues through innovative and creative solutions
• Effectively educate and influence customers and prospective customers on the value and benefit that CMA offers through its products, services, and solutions
• Identify customer trends and communicate to appropriate internal stakeholders; to suggest necessary corrections, changes, or solutions
• Appropriately elevate situations that could have organization wide impacts
• Create solid customer relationships and build rapport with prospective accounts and/or customers
• Maintain current working knowledge on existing and new products/services, value propositions, and other general information to ensure accurate information is provided
• Actively pursue and acquire new membership through outbound coordinated campaigns
• Interact with CRM to track activity and source data relevant to customer and prospect interactions

KNOWLEDGE/EXPERIENCE/EDUCATION:

• Excellent written and verbal communication, presentation skills and ability to build relationships Competency in Microsoft applications including PowerPoint, Word, Excel, and Outlook
• 1-2 years’ experience producing sales in an outbound capacity
• Demonstrated ability to thrive in a team collaborative environment
• Strong organizational and time-management skills demonstrated by ability to meet activity targets and perform sales processes that produce predictable results
• Proficient with CRM technology

PHYSICAL REQUIREMENTS:

Work extended hours or on the weekends as needed. Minimal travel required.

(This job description reflects the general level and nature of the job.  It is not intended to be all inclusive)