Provides expert customer service and administrative support to members of an association. This position is primarily responsible for the review of requests and processing within defined Service Level Agreements (SLAs). This role will also work directly with internal employees to complete requests and other administrative duties as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:

• Provide exceptional and efficient customer service primarily via incoming calls, support tickets, and e-mails.
• Understanding the policy and processes behind IIA business units.
• Partner with internal departments as necessary to resolve requests in a timely and professional manner.
• Identify themes and trends based on patterns or noticeable rises in support queues.
• Daily and weekly reporting as sometimes required.
• Performs other functions and special projects as assigned by management.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.

KEY COMPETENCIES
The following are critical competencies required to be successful in this position:

• Strong communication
• Collaboration
• Integrity
• Self-motivation
• Adaptability

EDUCATION and/or EXPERIENCE
Associate degree (A.A.) or equivalent from two-year college
or
At least 5 years• experience providing technical or customer support

CUSTOMER SERVICE EXPERIENCE
Demonstrated advanced ability to build and maintain relationships while providing excellent customer service is required and extremely important to
maintain ongoing communications with all stakeholders (internal / external customers and vendors). Association experience is an asset.

COMPUTER SKILLS
Intermediate Microsoft Office Suite is mandatory. Experience with Customer Relationship Management (CRM) is preferred but not mandatory.
Experience with CRM365 is also a favorable skill.

AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

If you believe you need a reasonable accommodation due to a disability or health condition in order to search for a job opening or to apply for a position, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

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