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.

OFFICE ADMINISTRATION

• 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