Job Description

Location: Remote or Hybrid

Hybrid – if within 50 miles of the Malvern, PA, or East Windsor, NJ office

• In-office Tuesdays, Wednesdays, and Thursdays
• Work from home on Mondays and Fridays

Travel: Limited, periodic travel expected—generally around one trip per month, with some flexibility based on business needs. Extensive or continuous travel is not anticipated.

Competitive guaranteed annual base salary + discretionary year-end bonus

Comprehensive Benefits (Medical, Dental, Vision, 401k w/company match)

HMP Global is a leader in healthcare events, education, and digital media, providing clinically relevant education and engagement opportunities to healthcare professionals worldwide. The Neuroscience Education Institute (NEI), a division of HMP Global, is dedicated to advancing the science and practice of psychiatry and neuroscience through high-quality educational programming and membership services.

Position Overview

The Customer Service Representative is an entry-level role responsible for delivering high-quality customer support to NEI members, event attendees, and customers. This detail-oriented and highly motivated individual will serve as a primary point of contact for inquiries related to event registration, memberships, continuing education (CE) certificates, and product sales.

In addition to customer-facing responsibilities, this role provides administrative support across departments, assisting with CRM management, activity setup, and knowledge base administration. The ideal candidate possesses strong written and verbal communication skills, exceptional organizational abilities, and an interest in the neuroscience and psychiatry education industry.

Key Responsibilities

Customer Service & Member Support

• Respond to incoming phone calls and emails related to event registration, memberships, CE certificates, and product sales.
• Process registrations, membership applications, renewals, and product orders within the customer database/CRM system.
• Manage individual and group memberships, including account customization and updates for academic institutions and teaching hospitals.
• Proactively encourage membership renewals and deliver an exceptional member experience.
• Follow up on outstanding customer payments.
• Solicit and respond to customer feedback to continuously improve service quality.

Administrative & Cross-Functional Support

• Set up CE activities within the CRM system.
• Assist the Marketing team with email deployments using Campaigner.
• Support the Meetings team with on-site event registration.
• Assist the Sales team with Map Your Show software management.
• Maintain and update internal Knowledge Base documentation.
• Provide general administrative support to department heads as needed.
• Travel up to four times annually, including support for NEI Spring and Fall meetings.

Qualifications

Education & Experience

• Bachelor’s degree (Neuroscience or a related scientific discipline preferred).
• Prior customer service or administrative experience preferred.
• Knowledge of ACCME or continuing education accreditation processes is a plus – not necessary.

Skills & Competencies

• Strong written and verbal communication skills.
• Excellent phone etiquette and customer service orientation.
• Highly organized, detail-oriented, and dependable.
• Strong problem-solving skills and ability to work independently.
• Ability to work effectively under pressure and manage multiple priorities.
• Professional demeanor with the ability to interact with all levels of management.
• Self-motivated with a strong sense of ownership and accountability.

Technical Skills

• Proficiency in Microsoft Office (Word, Excel, Outlook) – required.
• Ability and willingness to quickly learn and master new software systems, including:
• CRM platforms
• Map Your Show
• Campaigner
• Cadmium
• Knowledge Base systems

Working Relationships

This position reports to the Associate Director of Operations and collaborates closely with Marketing, Sales, Meetings, and other NEI team members. The role also interacts regularly with members, clients, healthcare professionals, and institutional contacts.

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