Senior Assistant, ICP

Duties/Responsibilities

• Serves as frontline for customer service inquiries via phone or email.
• Retrieves and responds to communications from clients daily within 48 hours of documented receipt.
• Answers telephone calls skillfully and effectively. Provides customers with accurate information, identifies urgent/priority calls, and responds within 24 hours.
• Forwards any necessary information to candidates and inspectors as required.
• Maintains detailed, accurate, and up-to-date candidate/inspector files electronically.
• Maintains and updates database(s) based on client activities.
• Reviews specialized and recertification applications thoroughly to determine compliance with requirements, possible deficiencies, and application status. Documents all findings, processes applications, and schedules candidates for examination as necessary.
• Initiates correspondence with customers to resolve deficiencies and obtain additional information.
• Verifies clients’ orders and payments are correct and in accordance with their program application and membership status.
• Prints certificates.
• Assists with meeting all program deadlines and objectives.
• Keeps abreast and current with application requirements and policies.
• Provides support as needed with the administration of certification projects, and other tasks assigned by the manager.

Qualifications

• Requires 2-4 years of experience in a similar role.
• Aptitude to acquire knowledge of API policies, and practices and procedures.
• 3 years work experience involving heavy customer service activity preferred.
• Bachelor's degree in relevant area, or other related field equivalent work experience.
• Some positions may only require an Associates degree/technical diploma, or other related field equivalent work experience.
• Proficient with Microsoft applications especially Word, Excel, Access, and SharePoint with an aptitude to learn other computer programs quickly.
• Ability to effectively manage simultaneous assignments with minimal supervision.
• Understanding of business processes.
• Customer service aptitude.
• Ability to follow instructions and adhere to program policies and procedures.

Physical Requirements

• Able to remain in a stationary position working on a computer
• Move about the office to access office machinery, meeting rooms, etc. on occasion
• Operate a computer and other office machinery such as printers and copy machines
• Transport items and equipment up to 10 lbs. on occasion

Travel Requirements

• Up to 25%

Benefits

API offers a comprehensive benefits package for our employees and their families. More information about our benefits may be found at api.org/about/careers/benefits.