Customer Service Representative, Accounts Receivable
Job Details
American Psychiatric Association HQ - Washington, DC
Customer Service

The Customer Service Representative is responsible for data entry and order processing for online products, journals, book content, and CME.  This position serves as a back-up to the Call Center staff daily.  The CSR has responsibility for financial and accounting duties including reconciliations, research, and data analysis.   This position is a highly visible one, dealing with members, customers, and vendors and requires the use of several complex databases both for looking up information, analyzing and for updating.  It requires a detailed and broad knowledge of both the membership and publishing activities of the American Psychiatric Association and the ability to impart information to customers in a highly skilled, accurate, and professional manner.





Enter orders and payments for APP book, online and journal products.

  • Using Naviga order system, identify customer account, book or journal product by code, description, author, or category to provide customer with proper item.
  • Identify correct price and discount for item depending on category of customer: member, non-member, wholesaler, retailer, or special foreign discount terms.
  • Follow department guidelines regarding credit, new customer set-up, and thresholds for approvals.
  • Recognize special customers with specific discounts, pricing, or shipping requirements and bring to the attention of supervisory staff as required.
  • Process orders, prepare invoices, and follow up with customer on price and shipping details as necessary.
  • Proofread and verify order information prior to closing and posting.
  • Receive and apply payments by credit card, check, lockbox, or wire to customer record.
  • Work as a liaison with the warehouse with our international customer in preparing the international shipping.
  • Train, QC and assist new colleagues as needed.


Accounts Receivable and Billing

  • Manage payments process including checks, credit cards, and lockbox receipts.
  • Reconcile wire payments to Naviga cash at month-end.
  • Reconcile daily cash receipts (checks and lockboxes) to daily cash postings in Naviga.
    • Remove unidentified payments to correct subaccount in general ledger.
  • Run bi-monthly statements, analyze for accuracy and account status.
    • Determine status for mailing based on debit or credit status.
    • Contact customer to negotiate chargeback balances.
    • Produce invoices and credit memos as required.
    • Research and resolve discrepancies.
  • Provide operations support for Customer Service department’s daily and monthly work.


Daily and Monthly Operations

  • Manage APP Distributors, Marketing CS, and the Orders email boxes.
  • Respond to customer inquiries about order status, shipping cost, proforma requests, and quotations.
  • Assign order and payment batches.
  • Process EDI (Electronic Data Interchange) for wholesalers and Amazon.
  • Coordinate EDI and special orders with APP warehouse.
  • Receive, train, distribute, batch, QC and file incoming orders and mail.
  • Communicate with remote employees to coordinate mailing and receiving batches, returns, returned mail etc.
  • File, maintain and archive department paperwork and reports.


Journal Claims

  • Research and process journal claims from customers who did not receive journal copies.
    • Analyze reason for non-receipt of journal.
    • Correct subscription if required.
    • Notify customer in writing of journal claim status.
    • Resolve journal claims for de-duplicated accounts by determining correct parent account and locating other accounts to make subscription adjustments.
    • Refer journal claim for processing to outside staff.


Journal and POL Subscriptions

  • Research and resolve issues for customers with non-payment cancellations, reinstatement, or problems accessing online subscriptions to journals and books.


    • Identify whether problem is Naviga subscription, platform host interface, user equipment or user error.
    • Report problem to Publishing Systems Manager as needed.
    • Research payment history to resolve cancellation.


  • Manage all calls and information requests from APA members, non-members, and publishing customers by answering inquiries directly or transferring to the appropriate APA department.


Answer Member and Non-Member Calls

  • Answer questions about membership status, dues / payment status, annual meetings, publications, and other general inquiries.
  • Analyze telephone inquiries to determine if call should be transferred and if so, assign it to the appropriate department or individual.
  • Assist with inquiries about online courses, CME credits, and recertification.
  • Assist members with APA online resources and Members Only information.
  • Update membership database with member contact information.
  • Enter payment plan information into membership database. Email or mail invoices upon request.
  • Attach emails to Contact Tracking to send or assign to Membership Coordinator.
  • Answer inquiries on how to become an APA member by explaining membership categories and the process for application.
  • Assist with inquiries about online courses, CME credits and recertification.


Publishing Calls

  • Solve customer problems accessing and using APA and APP web
  • sites:,,, and
  • Determine whether access issue is related to subscription, payment, de-duplication, content provider, user software/hardware, or user error.
  • Provide usernames and passwords; walk customers through accessing account. Create temporary access accounts if required.
  • Assist customer with deleting cookies, logging on and off to complete access.
  • Assist institutional customers with access issues including incorrect admin name, IP address, or platform host user information error.
  • Coordinate institutional subscription and access issues with Operations Manager and Publishing Systems Manager if subscription or interface requires testing.
  • Resolve username and email address conflicts between host, APA, and Naviga.
  • Solve customer problems accessing and using APA and APP web sites: www.psych
  • Assist publishing customers with orders, price requests, online access, and general questions.





  • High school degree plus four years of experience in business operations, customer service, publishing, or information technology; or college degree plus one year of experience in business operations, customer service, publishing, or related field.
  • Excellent communication skills, both written and oral, including ability to compose clear and professional correspondence.
  • Ability to communicate effectively, clearly, and professionally with both internal and external customers.
  • Ability to make decisions about complex customer issues and determine when to seek assistance.


  • Demonstrated ability to use complex data processing system such as member or order processing software.
  • Proficiency in word processing, Excel, and email systems.
  • Ability to meet deadlines and work as a team member in a production-oriented environment.
  • Membership (Personify) and publishing (Naviga) databases
  • MS Office (Word, Excel, Outlook)


EOE, including disability/vets