Administrative, Clerical, Support, Customer Service and Support, Real Estate
Under the direction of the Member Care Manager and in accordance with the Association’s Member Care operating policies and procedures, the Information Specialist provides customer service/public relations and acts as information agent to members, students, staff and the general public. Engages in a variety of duties and responsibilities that address the needs of members of the Association.
Essential Duties and Responsibilities: These essential duties and responsibilities are not intended to be and should not be construed, as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties or to assign other duties as necessary.
Via telephone interaction, provides outstanding customer/member service:
Answer incoming queue calls in a timely manner and with professionalism and direct unanswerable questions to the appropriate entity.
Direct calls to the appropriate staff/office.
Communicate and deliver information about billing, CAR, IR, NAR, IDFPR, NIREIN, MRED, Sentrilock, Professional Development area REEC, or other association related information, products or services.
Identify, clarify, and resolve member problems, issues and concerns.
Perform NRDS database maintenance, inquiries and IDFPR verifications.
Perform courtesy calls when necessary and/or requested.
Assist with reception duties:
Front office relief for lunch breaks.
Perform receipt and payment processing for checks, credit cards and cash.
Assist with batch maintenance and processing.
Creation of bank deposit for the batch and the closing of created batches.
Perform Sentrilock set-up, maintenance and transfers.
Other duties as assigned and/or required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: A high school diploma or GED equivalent required. Minimum two (2) years professional experience in a call center environment as a customer service representative, retail customer service or general customer service environment required.
Language Ability: Ability to read and interpret documents such as industry briefings, contracts, letters of agreement and procedures manuals. Ability to write in-depth reports and correspondence. Ability to speak effectively before groups of members or employees of the organization.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages, and analyze them.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with complex problems involving several variables. Ability to think creatively and speak thoughtfully under pressure.
Computer Skills: Must possess the ability to type 30 wpm without errors. Functional knowledge of word processing software such as Microsoft Word, spreadsheet software such as Microsoft Excel, calendaring software such as Microsoft Outlook, and database software such as Access required. Functional knowledge of Rapattoni preferred.
Leadership Skills: Although the list of a leader’s desirable qualities is virtually endless, the following leadership characteristics are expected of an employee to successfully perform their job: loyalty, integrity, enthusiasm, flexibility, knowledge, and communication. Must possess the ability to exercise independent and responsible judgment and handle confidential and sensitive information.
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