What are the responsibilities and job description for the Member Service Center Representative position at Community Associations Institute?
Company Description
Since 1973, Community Associations Institute (CAI) has been the leading provider of resources and information for homeowners, volunteer board leaders, professional managers, and business professionals in 380,000 community associations, condominiums, and co-ops in the United States and millions of communities worldwide. With more than 50,000 members, CAI works in partnership with 64 affiliated chapters within the U.S., Canada, United Arab Emirates, and South Africa, as well as with housing leaders in several other countries including Australia, Spain, Saudi Arabia, and the United Kingdom.
A global nonprofit 501(c)(6) organization, CAI is the foremost authority in community association management, governance, education, and advocacy. Our mission is to inspire professionalism, effective leadership, and responsible citizenship—ideals reflected in community associations that are preferred places to call home. Visit us at www.caionline.org.
Role Description
Community Associations Institute is seeking a Member Service Center Representative to greet individuals by telephone, electronic communications, and in person, promoting a positive image of our organization. The role involves handling multi-dimensional calls, logging details, promptly returning calls, and following up with written information. The representative must consistently evaluate work products to ensure they meet the standards of the Institute, its affiliates, advancing equity and diversity, and other guidance outlined by CAI’s mission and position statements. This is a full-time hybrid role for a Member Service Center Representative.
Primary Responsibilities
-Answer a high volume of calls, direct calls to the appropriate person/department and maintain a rapid response rate according to agreed customer service standards.
-Communicate verbally and in writing with customers/suppliers/visitors/enquirers and relevant staff, interpret needs, and respond clearly and effectively to spoken requests, over the phone or in person, and to verbal and written instructions.
-Process membership applications/renewals, publication orders and course/conference registrations.
-Maintain data integrity (updating addresses, return mail, etc.) and update member contact information in association management system.
-Establish and maintain effective working relationships with co-workers, supervisors and the general public.
-Assist staff with special projects and perform administrative tasks as assigned.
-Work with staff to meet organizational and departmental goals.
Qualifications
- Excellent Phone Etiquette and Communication skills
- Strong Customer Service skills
- Proficiency in Computer Literacy
- Basic knowledge of Finance
- Strong organizational and multitasking abilities
- Ability to work independently as well as in a team
- Previous experience in a similar role is a plus
- Bachelor's degree in Business Administration, Communications, or related field is preferred but not required