Certification Maintenance Customer Service Associate/Office Administrator
American Planning Association
October 11, 2018
Full Time - Experienced
Administrative, Clerical, Support
General Position Description
The Certification Maintenance (CM) Customer Service Associate/ Office Administrator is responsible for serving as the initial contact for credentialed members regarding maintenance of their certification by managing the emails and phones inquiries. This position is also responsible for the general office management of the Washington D.C. office.
Duties and responsibilities
CERTIFICATION MAINTENANCE SUPPORT
Provide administrative and customer service support to the CM program.
Process exemptions from CM requirements
Create AICP member invoices for reinstatements
Participate in weekly team meetings including providing analytics on reinstatements and exemptions.
Prepare and send reports to APA chapters regarding credit status of AICP members. Respond to follow-up inquiries.
Use a proactive approach to efficiently and accurately review and address AICP member CM customer service calls and e-mails, elevating appropriate issues to other staff for additional follow up if needed.
Assist members with trouble shooting technical difficulties while accessing APA’s website.
Perform all general office administrative tasks including: receptionist duties, shipping and receiving, office & equipment maintenance, meeting set-up, ordering kitchen and office supplies, coordinating catering services, etc.
Serve as point of contact for all matters that involve building security/management interface.
Manage the video conference room and work with IT to ensure all systems are operational
Qualifications (Education and Experience)
College degree preferred, and 1-2 years’ related experience preferred. Association background a plus.
Strong oral and written communication skills with a customer service orientation necessary.
Proven record of taking initiative, problem solving, and organizational skills required.
Excellent organizational skills with the ability to coordinate multiple projects simultaneously needed.
Proficiency in Microsoft Office required.
Internal Number: CMCSAOA-AD6400
About American Planning Association
APA is a professional membership organization consisting of planners, planning officials, and other professionals and individuals with an interest in planning and a desire to develop great communities. APA’s mission is to provide leadership in the development of vital communities by advocating excellence in planning, promoting education and citizen empowerment, and providing the tools and support necessary to meet the challenges of growth and change. APA is incorporated in the District of Columbia as a 501 (c) 3 organization, for charitable, educational, literary and scientific research purposes to advance the art and science of planning and the activity of planning -- physical, economic and social -- at the local, regional, state and national levels. The Association includes the American Institute of Certified Planners (AICP), which is responsible for the certification of professional planners and for the enforcement of the Code of Ethics and Professional Conduct.