This role is available in either Houston, Texas, or Washington, DC. The salary range varies by location.
The Senior Assistant, ICP provides administrative support related to the activities of the Individual Certification Programs including application processing, financial operations, and customer service.
Customer service will be a large part of this position on a day-to-day basis. This position will be working with applicants who need support applying for, scheduling, or testing in new applications and with certification holders who need to recertify their credentials.
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.
• As necessary, photocopy, scan, and organizes client related documentation.
• 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.
Key Relationships
• Corresponds with the ICP Program inspectors and applicants via various forms of communications daily.
• Corresponds with internal API staff.
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.[AO1.1]
• 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%
This job outline describes the typical accountabilities and requirements of the position and should not be construed as an all-encompassing description of every duty performed by or expected of the incumbent.
EEO Statement
API is an equal opportunity employer. We are dedicated to creating and sustaining a diverse and inclusive workplace. All aspects of employment will be based on merit, competence, performance, and business needs. Our success in maintaining a reputation for professional excellence depends on selecting the best qualified candidates. Achieving this objective means that no employee or applicant for employment will be discriminated against because of race, color, religion, age, gender expression or identity, sexual orientation, pregnancy (including childbirth, related medical conditions, breastfeeding, and reproductive health decisions), genetic information, national origin, disability, marital status, personal appearance, family responsibilities, political affiliation, matriculation, credit information, the status as a victim or family member of a victim of domestic violence, stalking or sexual offense, or any prohibited basis under federal, state or local law.
API is committed to providing access, equal opportunity, and reasonable accommodations for individuals with disabilities in employment, its services, programs, and activities. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Human Resources Department via email at HumanResources@api.org.
This salary range is DC based and may be adjusted accordingly based on the candidate's geographic location. Candidates are typically hired at a point in the salary range based on prior experience, education, and market demand for the role; candidates are also compared internally to their peers.
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.
