Customer Service Associate - Certification Maintenance (CM)
American Planning Association
Location: Chicago, IL or Washington DC (remote)
Type: Full Time
Required Education: 2 Year Degree
The Certification Maintenance (CM) Customer Service Associate is the initial contact for credentialed AICP members regarding maintenance of their certification by managing the emails and phones inquiries. This role reports to the CM Manager and is available in Chicago or Washington DC (remote).
APA’s credentialed members receive prompt and accurate customer service on maintaining their credential including reinstatements and exemptions.
Prompt support of AICP members questions or challenges.
Solve AICP member requests for exemptions.
Analyze and resolve member requests for reinstatement.
Summarize weekly CM activity to key APA staff.
Provide administrative and customer service support to the CM program.
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.
Process and evaluate CM exemptions requests from AICP members.
Process and facilitate reinstatement requests from lapsed AICP members by reviewing CM history and requirements as well as membership/AICP dues.
Generate weekly analytics on reinstatements and exemptions for team meetings.
Assist in preparation and distribution of communication to AICP members.
Prepare reports for APA chapters regarding CM status of AICP members and respond to follow-up inquiries.
Assist members with trouble shooting technical difficulties while accessing APA’s website.
1-2 years’ customer service experience required.
Association background a plus.
Proficiency in Microsoft Office required.
Experience with CRM systems, iMIS 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 participate in multiple projects simultaneously.
How to Apply
Submit a resume and cover letter to CMAssociate@planning.org. The following questions must be addressed in your letter to participate in the evaluation process:
Why have you chosen to apply for a position at APA?
Briefly describe a situation in which you applied a creative solution to a member/customer problem, while at the same time complying with organizational policies.
What is your experience conducting analysis?
What types of software have you used for conducting analysis?
What are your salary range expectations?
APA Covid-19 Vaccine Policy
The American Planning Association values the safety of our employees, our members, and our visitors. In support of these values, if you are selected for this job, you must show proof of being fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must comply with APA COVID-19 Vaccine Policy.
APA Dynamic Office Environment
Beginning January 2022, APA is shifting to a dynamic work environment that will bring those of us in the Chicagoland area together in person two days a week, Tuesday, and Thursday. We’ll use this time to rekindle relationships, build new ones and connect with each other formally and informally in a way we can’t do online. The other three days may be worked remotely or in the office.
APA embraces diversity and equal opportunity in our employment practices. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our impact will be.