Current Opportunity
Are you passionate about delivering exceptional customer service? The Appraisal Institute (AI) is looking for a dedicated Customer Service Representative to be the first point of contact for our members, customers, and the public. In this vital role, you will help drive quick resolutions while assisting in the creation and maintenance of our knowledge repository.
What You’ll Do:
- Resolve Inquiries: Address a wide range of inquiries from AI members, students, and the public regarding designations, education, publications, dues, and member benefits.
- Manage Complaints: Handle customer complaints effectively, providing appropriate solutions and following up to ensure resolution.
- Perform transactions and record maintenance through netFORUM, the customer management system: process registrations, set up payment plans, dues payments, and book orders via email or phone with precision. Edit and update customer record details such as profile, contact information, and interaction history.
- Onboard New Members: Create member certificates, compile welcome kits, and prepare them for distribution.
- Stay Informed: Keep up-to-date with changes and enhancements to our systems and products to provide the best service.
- Collaborate Across Departments: Work with staff across all departments to enhance customer service and expand our body of knowledge.
- Other Duties: Take on additional responsibilities as assigned to support our mission.
Who You Are:
- Experience: Minimum of 3 years in call centers and/or customer service; experience in a member association or non-profit is a plus.
- Customer Focus: Proven track record of achieving high customer satisfaction levels.
- Communication Skills: Strong phone handling and active listening abilities, with excellent verbal and written communication skills.
- Adaptability: Customer-oriented and skilled in responding effectively to various situations.
- Technical Proficiency: Familiarity with customer database systems; experience with netFORUM is a plus.
- Time Management: Ability to multitask, prioritize, and manage time effectively.
- Problem-Solving Skills: Strong problem-solving abilities, with the capacity to define client issues, collect data, and draw valid conclusions.
Physical Requirements:
- Standard office environment.
Travel Requirements:
- None.
If you’re ready to contribute to a dynamic team and enhance our customer service experience, please send your resume to hrdepartment@appraisalinstitute.org.
The Appraisal Institute is an equal opportunity employer.