Job Code: HR08-20
Date Posted: August 6, 2008
Location: Washington, DC
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Description:
The function of this position is to respond to inbound calls and
e-mails in a professional call center where providing member value
is top priority. Primary responsibilities are to ensure members,
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,
Information Central 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, Information Central must be
able to work independently and in a team environment to accomplish
goals and strategic initiatives.
Duties: • Responds to telephone and e-mail inquiries routed to the
Information Central Team.
• Ability to communicate with a diverse member and customer
base including AIA executive leadership, components, staff,
members, Contract Document Software customers and the general
public.
• Maintains a professional and pleasant demeanor in
challenging situations, keeps focused in a fast-paced environment;
juggles multiple tasks, questions and probes to discover core issue
and desired outcome of the inquiry; ability to change from one
subject to another with fluidity; ability to articulate, verbally
and manually, persuasive responses
• Provides member value through utilization of high level
customer service skills, in-depth knowledge of AIA programs and
initiatives with accurate and timely responses.
• 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.
Contacts:
-Members
-State and Local Component staff
-General Public
-Contract Document Software Customers
-AIA National staff in other departments
Experience:
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 be able and have the ability to comprehend processes
and transaction documentation in a customer service environment.
Skill in the use of MS Office, contact tracking software.
Outstanding interpersonal skills with combined with excellent oral
and written communication skills. Proven skills in detail
orientation, organization and follow-through. Basic knowledge of
TIMSS or other contact tracking system. Ability to learn and absorb
information quickly, especially regarding the organizational
structure and subject specialties of the AIA.
College degree in business or communication or related field is
strongly preferred. Two to three years of call center, member
service or related customer service experience is required in lieu
of degree.
Supervisory Requirements:
None
Contact:
AIA Human Resources
RE: Job Title and/or Job Code
1735 New York Avenue NW
Washington, DC 20006
Fax: 202/626-7476
E-mail: aiajobs@aia.org
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