Bilingual Member and Customer Care Representative II

Would you like to work at one of the nation’s most respected, mission-driven organizations?  If so, the American Academy of Pediatrics (AAP) is seeking a Bilingual Member and Customer Care Representative II to resolve and respond to inquiries from AAP members and other customers, ensuring premier member/customer support.  This person will also assist Spanish speaking members/customers.

Hours: 8:30am – 5:00pm, with a 1-hour lunch.

Why work for the AAP?

• Strong focus on work/life balance.
• State-of-the-art building equipped with standing desks, treadmill desks, cycle desks, on-site fitness center, and on-site exercise classes.
• An on-site cafeteria with food costs that are subsidized by AAP.
• Strong focus on mental health and wellness.
• Tuition reimbursement.
• Competitive PTO and sick leave.
• Annual year-end company-wide week off the last week of December.
• Excellent parental benefits, including adoption assistance.
• A full list of benefits can be found here (https://downloads.aap.org/DOHRAS/BenefitsAtAAP.pdf).

Some tasks include:

• Analyze and respond to various member/customer inquiries/requests received via phone, e-mail, regular mail, and fax, taking the appropriate action(s) required; includes problem solving, follow-up and resolution.
• Assist staff in translation projects from English to Spanish and vice versa. Assist with inquiries from Spanish speaking members/customers.
• Maintain member and non-member records in the database, including addresses, telephone numbers, affiliations, section and/or chapter designations, etc.
• Provide level 1 technical assistance to support AAP electronic products and services.
• Investigate issues related to shipment of products, returns, credits and new order status; obtain and provide signature proof of deliveries as required.
• Process membership dues payments and publication/subscription orders received by phone.

Qualifications needed:

• High school graduate or equivalent required. Some college level coursework in business, accounting, communications, or computer services preferred.
• At least three years’ related customer service experience required, preferably in a multi-channel (eg, phone, e-mail) environment.
• Must be English/Spanish bilingual, and able to fluently read, write, speak and translate both languages.
• Excellent data entry, organizational, time management, diplomacy, interpersonal, verbal/written communication, and customer service skills required.
• Some overtime may be required.

Hybrid work environment of 40% of work time in the office per month.

All AAP employees must be fully vaccinated against COVID-19. Requests for a medical or religious accommodation in regard to this vaccination can be submitted for consideration upon an offer of employment.

To learn more about the organization, see a full job description, and/or apply for the position, please visit https://www.aap.org/employment.

The AAP offers an excellent work environment, competitive salary, and a comprehensive benefits package. As a reaffirmation to our employee-focused culture, since 2005 the AAP has been named one of the 101 Best and Brightest Companies to Work for in the Chicagoland area. Additionally, we are an Equal Opportunity Employer of Minorities, Females, Individuals with Disabilities, and Veterans that values the strength diversity brings to our workplace.

Reasonable Accommodation: Individuals with a disability in need of a reasonable accommodation regarding the job application process may call 630-626-6297. Please note, only those inquiries concerning a request for reasonable accommodation will receive a response.