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    Current Opportunity

    Join Our Team as

    Sr. Customer Service Representative!

    Are you passionate about delivering exceptional customer service? Do you excel in fast-paced environments where you can truly make a difference? The Appraisal Institute (AI) is seeking a Sr, Customer Service Representative to be the first point of contact for our valued members, customers, and the public. This is a fantastic opportunity to enhance customer experiences while mentoring a dedicated team!

    What You’ll Do:

    • Be the Voice of AI: Resolve a variety of inquiries and issues quickly and efficiently, minimizing transfers and ensuring customer satisfaction.
    • Mentor & Guide: Support and mentor Customer Service Representatives, helping them identify customer needs and understand organizational processes.
    • Knowledge Management: Assist in creating and maintaining a comprehensive knowledge repository to empower our team.
    • Stay Informed: Keep up-to-date with changes, developments, and enhancements in our systems and products.
    • Collaborate Across Departments: Work closely with various teams to support customer service initiatives and expand our knowledge base.
    • Handle Complaints: Address customer complaints with empathy and provide timely solutions, ensuring follow-up for resolution.
    • Perform transactions and record maintenance through netFORUM, the customer management system: process registrations, set up payment plans, dues payments, and book orders via email or phone with precision. Edit and update customer record details such as profile, contact information, and interaction history.
    • Onboarding New Members: Create member certificates and compile welcome kits for new members.
    • Proficiency in Tools: Develop expertise in our netFORUM customer management system and Zendesk ticketing application.

    Who You Are:

    • You have 5+ years of experience in call centers or customer service, preferably within a member association or non-profit.
    • You have a proven track record of achieving high customer satisfaction and possess strong phone handling and active listening skills.
    • You are customer-oriented and adaptable, skilled in managing various situations with ease.
    • You possess excellent communication and presentation skills, enabling you to connect effectively with diverse audiences.
    • You can multitask, prioritize, and manage your time efficiently while remaining calm under pressure.
    • Your problem-solving skills are top-notch, allowing you to define client issues, gather data, and draw valid conclusions.

    At AI, you’ll be part of a supportive team that values your contributions. We offer opportunities for professional growth and the chance to make a meaningful impact on our members and customers.

    If you’re ready to elevate your customer service career and contribute to our mission, please send your resume to hrdepartment@appraisalinstitute.org.

    The Appraisal Institute is an equal opportunity employer.