The Massachusetts Medical Society is the statewide professional association for physicians and medical students. We are dedicated to educating and advocating for the patients and physicians of Massachusetts. We offer online CME courses and live events that award continuing medical education credits. The Society, under the auspices of NEJM Group, publishes the New England Journal of Medicine, a leading global medical journal and web site, and NEJM Journal Watch alerts and publications covering 13 specialties.

We are currently seeking a SR. CUSTOMER SERVICE REPRESENTATIVE to work in our Waltham, MA office.

The SR. CUSTOMER SERVICE REPRESENTATIVE provides call coverage on the corporate 800 toll free number, written and fax correspondence, specialized reporting and MMS special projects and programs. S/he supports direct subscribers and subscription agents for (20) MMS Publishing Division print and online publications, ancillary products and services. The Sr. Customer Service Representative resolves complex customer service situations, investigates and completes complex subscriber claims/refunds and processes subscription adjustments, and assists in the training of newer CSR’s on all MMS Publishing Division publications, products/services and ACS Fulfillment System transaction processing; quality controls their work.

RESPONSIBILITIES: 

• Develops and closely monitors 800 toll free number call coverage and written / fax customer correspondence schedules and provides support to CSR’s with questions on any specialized department time-track reporting and /or MMS educational seminars, special projects and programs. Acts as single point of contact with Boston University on all NEJM and JW CME

• Resolves subscription related telephone and email inquiries and processes new/renewal orders received on the corporate 800 toll free number in support of (20) MMS Publishing Division print and online publications, ancillary products and services. Promotes and upsells NEJM and JW CME programs with existing subscribers.

• Investigates and resolves complex subscription problems. Identifies and processes adjustments on PC based fulfillment system. Prepares documentation and coordinates check or credit card refunds with Finance.   Supports newer CSR’s in resolving complex customer situations.  Acts as liaison with Distribution department to insure prompt delivery of sensitive/expedited product shipments.

• Trains newer CSR’s on MMS Publishing Division publications, products / services and ACS Fulfillment System transaction processing and performs quality control of work processed during the training period. Provides feedback to Supervisor on progress achieved during training program.

• Performs end-user system testing of on-going maintenance, enhancements and upgrades for the ACS Fulfillment System and new initiatives and enhancements for NEJ / PNG websites. Documents/submits test findings / processing problems to department management and project managers.     

• Supports all MMS Publishing Division publications customer email boxes and resolves / responds to any electronic customer inquiries and online access issues. Analyzes complex online access issues, documents findings and coordinates with BITS, NEJM Support customer solutions.  Provides feedback to Supervisor.

Required Skills Required Experience

• A Bachelor's degree is preferred or equivalent experience.
• Solid communication and telephone skills with 2+ years related business experience or an Associate's degree is required.
• Ability to work 3-5 hours of overtime per week
• Previous leadership responsibility and training experience desired.
• Attention to detail, problem solving and decision-making skills are essential.
• Must demonstrate the ability to work independently in a team oriented, fast paced, multi-project environment.
• Intermediate knowledge of PC’s required including Windows, word processing, spreadsheet and database applications.

BENEFITS:

Our generous benefits offerings include: 2 weeks of paid vacation, 6 personal days, 12 sick days, 12 paid holidays, medical and dental plans, 401(k) plans with company match, an onsite back-up childcare center, tuition assistance and more!

The MMS has earned praise as one of the TOP PLACES TO WORK IN MASSACHUSETTS by The Boston Globe for the past 6 years in a row! The Globe surveys employees regarding their opinions about company leadership, benefits, ethics, values and culture, and recognizes those companies who receive high marks from their employees.

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MASSACHUSETTS MEDICAL SOCIETY IS AN EQUAL OPPORTUNITY EMPLOYER: MIN/FEM/VET/DISABLED

REQUIREMENTS WHILE ON THE JOB:

• Be prompt and dependable with good punctuality
• Maintain a positive attitude toward customers and the job itself
• Maintain a good working relationship with fellow employees
• Coordinate with administration and other trades to complete projects/work orders efficiently, while providing proper information for parts ordering
• Maintain tools and, or equipment to ensure the safe working order of the equipment
• Perform basic math including calculations using fractions, percentages, and, or ratios
• Satisfactorily perform the functions of the job, which include: indoor air monitoring equipment, standards for design and construction, air condition and heating codes, and hazards and safety precautions

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pre-employment background screening (criminal, drug screen and DMV) is required for all positions.