The function of this position is to respond to inbound calls and e-mails in the AIA Membership Call Center where providing member value is top priority. Primary responsibilities are to ensure members, CES providers, customers, components and other stakeholder expectations are met or exceeded through effective communication of information, timely order processing and prompt resolution of questions and issues encompassing a wide range of knowledge and topics. The Associate, Membership Call Center Operations is fully empowered and accountable to process and utilize information from multiple sources and research issues in order to provide accurate, timely and relevant information to members and non-members. The Associate, Membership Call Center Operations must be able to work independently and in a team environment to accomplish goals and strategic initiatives.
This position is considered a core staff position. In order to provide AIA members and customers with services during inclement weather or similar extraordinary circumstances, the incumbent will telework and continue to serve our members and customers unless they encounter circumstances that may prevent them from working at home.
Speak to all subjects directed to Membership Call Center in self-assured and polite manner.
Responds to telephone, e-mail and chat inquiries routed to the call center.
Ability to communicate with a diverse member and customer base including AIA executive leadership, components, staff, members, Continuing Education Providers, Contract Document Software customers and the general public.
Maintains a professional and pleasant demeanor in challenging situations, keeps focused in a fast-paced environment; detail oriented with the ability to multiple-task. Responds to various inquiries and probes to discover core issues and desired outcome of the inquiry; ability to change from one subject to another with fluidity; ability to articulate both verbally and in written format.
Provides member value through utilization of high level customer service skills, keeps abreast with knowledge of AIA programs and initiatives with accurate and timely responses.
Adhere to Membership Call Center standard Service Level Agreements (SLA’s).
Works independently to research, analyze and draft responses to inquiries for information regarding membership, meetings, conventions, products, services, special projects and programs and general questions about the architecture and the profession.
Utilizes AIA resources, internet sites and collaborates with AIA staff to provide members with credible solutions and resources to make informed decisions.
Familiarity with allied organizations: NCARB, NAAB, AIAS, AIA Trust and other related entities. Assists with developing and maintaining membership call center operations resources and knowledge management systems to stay abreast of programs, events and AIA initiatives.
Utilize the contact made to the call center to encourage membership renewal and participation of AIA specific initiatives; such as AIA Convention, Grassroots and other subject areas.
Educate and provide instruction to members, components and Continuing Education Providers to use the Continuing Education Dashboard.
Input data entry including, but not limited to entry of new course, attendance information or the editing of existing information in the learning management system.
Effectively deliver high level customer service through outbound call initiatives.
Work collaboratively with and support other teams throughout the Institute to maintain updates of current events and resources.
Process payments transactions for new & renewing members, and continuing education providers.
Assists processing membership operations team on revenue & non-revenue transactions as needed.
Properly document all member inquiries within the AMS system (NetFORUM) and or create member requests accordingly.
Confirm eligibility of new and reinstating applicants before entering their information into the database. This may include follow-up with prospective members if ineligible for membership
Properly notify member with a new request for information when credit cards may be determined to be invalid, declined or expired during verification.
Assist with testing technology enhancements as needed
Assists member or caller with purchasing products and services.
Provides high level of internal customer service by following call-forwarding and accountability transfer procedures; recommends appropriate departments within the institute to members and customers as appropriate.
Assists with regular review and upkeep of Standard Operation Procedures (SOP’s) related to the membership call center
Accurately documents inquiries and offered information from members and customers in the AMS (netFORUM) database.
Maintains flexibility in changing work schedule to accommodate needs of the call center, overtime may be required.
Handles special projects as assigned by Sr. Manager, Membership Call Center Operations and Sr. Director, Member Services and performs other duties as assigned.
Acquires and maintains a general knowledge in order to independently respond to general questions pertaining to the following areas:
Continuing Education - transcripts, CES requirements for AIA and state, provide resources for members and providers,
Membership – membership categories, dues, benefits and resources on how to answer general membership components - AIA organizational structure for local, state and national components, including leadership and general responsibilities of each.
Knowledge Communities - events and programs.
Bylaws and Rules of the Board – familiarity of AIA structure and member classifications and benefits as directed by the governing documents.
Contract Documents - license types and costs, how to purchase, operational and marketing benefits.
Meetings - general registration, content and logistics for National and Grassroots conventions, as well as other meetings and events sponsored by AIA.
AIA Web Page – ability to resolve single sign-on issues and have the ability to navigate the website to assist members to access resources and strategic partners (i.e. Career Center, Architect Finder) as necessary.
Computer Systems - netFORUM, internet, Outlook, Word, Excel, Freshdesk email ticketing system, AIA web sources and other programs as identified.
-Continuing Education Providers
-State and Local Component staff/Volunteer Leaders
-Contract Document Software Customers
-AIA National staff in other departments
Outstanding and proven skills in customer service and excellent capabilities in assuring prompt problem solving and ultimate customer satisfaction. Skill in consistently demonstrating a dedicated service commitment: resourceful, diplomatic, sensitive and responsive to the needs of members, components and callers at large. Skill in reference interviewing to clarify and define an inquirer’s information needs. Ability to critically evaluate and filter available resources for their applicability to the information requested. General knowledge of and skill in accounting systems and the ability to comprehend processes and transaction documentation in a customer service environment. Skill in the use of MS Office, contact tracking software, AMS database (netFORUM), LMS system. Outstanding interpersonal skills with combined with excellent oral and written communication skills. Proven skills in detail orientation, organization and follow-through. Ability to learn and absorb information quickly, especially regarding the organizational structure and subject specialties of the AIA. Must be able to work independently and in a team environment to accomplish goals and strategic initiatives.
College degree in business or communication or related field is strongly preferred. One to two years of call center, member service or related customer service experience is required in lieu of degree.
Internal Number: AIAMBRCALLCTROPS030320
About The American Institute of Architects
The AIA, in existence for more than 150 years, works to advance the value of architects and architecture and increase the living standards of people by improving their built environments. The AIA, with a membership of over 90,000, is the largest voice of the architectural community.
*Educating the public to strengthen the value of architects and the overall role of the profession in the building industry. *Using our influence in legislative and regulatory concerns that affect and potentially govern the professional lives of architects. *Researching new job markets and new career specializations to ensure architects can meet society's needs now, and in the future. *Expanding the architectural knowledge base as changes in the profession occur. *Offering a network for support and information exchange with colleagues and industry professionals across the country and the globe.
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