POSITION SUMMARY:

Provide high quality customer service/satisfaction to Designated and Associate members that include responding to inquiries and proactively calling Designated and Associate members and former members, i.e. continuing education (CE), readmission to membership, etc. Resolve complex issues, complaints and inquiries. Strive to increase retention of Designated and Associate members by providing exemplary service. Recruit former Designated and Associate members into membership. Maintain knowledge of Bylaws, Regulation No. 4, Regulation No. 10, and Regulation No. 1 and Regulation No. 2 as it applies to standards and ethics compliance, suspension, termination and readmission, policies, procedures, Creditable Topics, etc., to be able to fully and accurately serve Designated and Associate members in these areas. Work closely and maintain excellent rapport with Manager, Counselor and Specialist to ensure completion of all tasks in a customer service oriented team environment.

REPORTING STRUCTURE:

Manager, Continuing Education and Readmission

JOB DUTIES:

1. Be fully informed and provide excellent customer service to Designated and Associate members relating to such areas as education programs, membership status, readmission to membership, continuing education, creditable topics, etc.
2. Handle phone, email, and other written inquiries from members regarding above subjects. Pro-actively contact members regarding CE, readmission to membership by phone, e-mail, etc.
3. Work constructively and cooperatively in a team environment with other employees in the course of daily activities and over time.
4. Must be service oriented – actively look for ways to assist and retain Designated and Associate members.
5. Must be an active listener who gives full attention to what members are saying, taking time to understand the points being made and asking questions as appropriate.
6. Able to interact with Designated and Associate members with diverse backgrounds.
7. Update computer system records and make notations to Designated and Associate member records when needed.
8. Provide back-up and support of administrative and processing duties, such as CE entry, readmission application processing, member status application processing, etc.
9. Review and resolve daily processing problems and discuss more involved problems, discrepancies or irregularities with the appropriate staff with suggestions for resolution.
10. Assist Manager and/or Director with communications and various projects as assigned.
11. Coordinate and interact with other departments, Manager, Counselor, Specialist, etc. as needed.

JOB QUALIFICATION REQUIREMENTS:

• Excellent interpersonal skills for effectively relating to AI members and the public.
• Strong oral communication skills.
• Proven customer service/problem solving skills.
• Must have the ability to analyze business problems and develop effective solutions.
• Ability to identify and use technology that will enhance efficiencies.
• Must be technologically knowledgeable and efficient.

KNOWLEDGE:

• Current continuing education, member status and readmission to membership requirements as reflected in Bylaws, Regulations, and policies.
• Historical continuing education requirements still applicable to Designated Members.
• Understanding of legal issues relating to member status, CE, readmission to membership, etc.
• Customer service principles and techniques.
• Basic knowledge of member benefits and programs for Designated and Associate members.
• Basic understanding of designation process.
• Technology to enhance customer service and efficiency.
• Appraisal Institute operations, practices, policies and mission.

EXPERIENCE:

Bachelor’s degree or equivalent experience. Minimum three years experience in a service environment, association experience a plus.

MACHINE, TOOLS, EQUIPMENT (Office and Industrial), SOFTWARE:

General office equipment

OTHER:

Must be willing to work flexible hours

PHYSICAL AND VISUAL ACTIVITIES:

Sitting, kneeling, crouching, talking, hearing, carrying, stooping, reaching, fingering, handling, visual acuity-near, color vision.

PHYSICAL DEMANDS:

No significant demand associated with this job.

ENVIRONMENTAL/ATMOSPHERIC CONDITIONS:

Usual office environmental conditions.

DIVERSITY STATEMENT:

Support an inclusive, aware culture throughout the Appraisal Institute. Demonstrate a commitment to advocating diversity and when working with committees, member panels, project teams, staff teams and supplier vendors.

To apply for this position, please submit cover letter, resume, and salary requirements to hreduc@appraisalinstitute.org
or via fax at (312) 335-4118.