AIA will provide you with the opportunity to advocate for the value of architecture and give architects and design professionals the resources they need to do their best work. The collective voice of architects is essential, and our work drives positive change through the power of design.
Each one of us at AIA is a leader committed to demonstrating our mission and values and designing a better future for our country and planet. Even in times of change, AIA’s values remain constant:
We stand for equity and human rights
We stand for architecture that strengthens our communities
We stand for a sustainable future
We stand for protecting communities from the impacts of climate change
We stand for economic opportunity
We stand for investing in the future
We speak up, and policymakers listen
The American Institute of Architects, as part of the global community, is building a culture of equity, diversity, and inclusion within the profession of architecture to create a better built environment for all. Achieving this vision has a direct impact on the relevance of the profession of architecture and the world's prosperity, health, and future.
The function of this call center position is to respond to inbound calls, e-mails, and chats in the AIA Member Support Center where providing member value is top priority. The Member Support Center is highly member/customer obsessed support team. Primary responsibilities are to ensure members, CES providers, customers, components, and other stakeholder expectations are met or exceeded through effective communication of information, timely order processing and prompt resolution of questions and issues encompassing a wide range of knowledge and topics. The Associate, Member Support Center is fully empowered and accountable to process and utilize information from multiple sources and research issues to provide accurate, timely and relevant information to members and non-members. The Associate, Member Support Center must be able to work independently and in a team environment to accomplish goals and strategic initiatives and demonstrate a willingness to go above and beyond for the support needs of AIA members and customers.
This position is considered core a staff position. To provide AIA members and customers services during extraordinary circumstances, the Associate must have the ability to work from home.
Respond to telephone, e-mail and chat inquiries routed to the Member Support Center.
Ability to communicate with a diverse member and customer base including AIA executive leadership, components, staff, members, Continuing Education Providers, and the public in a self-assured and polite manner.
Maintain a professional and pleasant demeanor in challenging situations, keeps focused in a fast-paced environment; detail oriented with the ability to multiple-task. Responds to various inquiries and probes to discover core issues and desired outcome of the inquiry; ability to change from one subject to another with fluidity; ability to articulate both verbally and in written format.
Ability to convey AIA member benefits and resource to prospective or current members to support recruitment and retention.
Provide member value through utilization of high-level customer service skills, keeps abreast with knowledge of AIA programs and initiatives with accurate and timely responses.
Ensure proper greeting and call closings, including the entry of wrap-up codes at the close of all calls
Adhere to established customer service benchmarks for inbound call quality, ASA and call satisfaction targets
Adhere to Member Support Center Guidelines and standard Service Level Agreements (SLA’s)
Work independently to research, analyze and draft responses to inquiries for information regarding membership, meetings, conventions, products, services, special projects and programs and general questions about the architecture and the profession.
Utilize the contact made to the Member Support Center to encourage membership renewal and participation of AIA specific initiatives, such as AIA Conference on Architecture, AIA Leadership Summit and other subject areas.
Educate and provide instruction to members, components, and Continuing Education Providers to use the Continuing Education Dashboard.
Input data entry including, but not limited to entry of new course, attendance information or the editing of existing information in the learning management system.
Work collaboratively with and support other teams throughout the Institute to maintain updates of current events and resources.
Process payments transactions for new and renewing members, and continuing education providers.
Assist membership operations team with revenue and non-revenue transactions processing as needed.
Properly document all member inquiries within the AMS system (Fonteva) and/or create member requests accordingly.
Confirm eligibility of new and reinstating applicants before entering their information into the database. This may include follow-up with prospective members if ineligible for membership.
Assist members and continuing education providers with login, navigation, and general technical support troubleshooting on AIA.org
Conduct outbound call outreach to unrenewed members regarding their AIA benefits to encourage renewal and support the organizations ongoing member retention efforts
Conduct outbound call outreach to current AIA members to support retention and engagement efforts
Assist with testing CISCO phone and AMS technology enhancements as needed.
Assist members or customer with purchasing products and services.
Provide a high level of internal customer service by following call-forwarding and accountability transfer procedures; recommends appropriate departments within the institute to members and customers as appropriate.
Accurately document inquiries and offered information from members and customers in the AMS (Fonteva) database.
Maintain flexibility in changing work schedule to accommodate needs of the Member Support Center, overtime may be required.
Handle special projects as assigned by Senior Manager, Member Support Center and Managing Director, Member Support & Solutions Services and performs other duties as assigned.
Acquire and maintain a general knowledge to independently respond to general questions pertaining to all areas of the organization, included but not limited to the following areas:
Continuing Education - transcripts, CES requirements for AIA and state, provide resources for members and providers,
Membership – membership categories, dues, benefits, and resources on how to answer general membership components - AIA organizational structure for local, state, and national components, including leadership and general responsibilities of each.
Chapter Support – assisting local and state chapter inquiries on general member resources or member information in the database.
Knowledge Communities - events and programs.
AIA Leadership, Bylaws and Rules of the Board – familiarity of AIA structure and member classifications and benefits as directed by the governing documents.
Meetings – support general registration inquiries, content, and logistics for National, AIA Leadership Summit, annual conference, as well as other meetings and events sponsored by AIA.
AIA Website – ability to resolve single sign-on issues and can navigate the website to assist members to access resources and provide general technical support.
Computer Applications – Fonteva (Salesforce), internet, Outlook, Word, Excel, Freshdesk email ticketing system, AIA web sources and other programs as identified.
In addition to the following AIA teams and allied organizations: Government Advocacy, Bookstore, Honors &Awards (including Fellowship criteria), Economics,
Current, prospective and former members
State and local component Staff/Volunteer Leaders
AIA Product Strategy
AIA Technology Services & Solutions
Outstanding and proven skills in customer service and excellent capabilities in assuring prompt problem solving and ultimate customer satisfaction. Ability to work independently and in a team environment to accomplish goals and strategic initiatives. Skill in consistently demonstrating a dedicated service commitment: resourceful, diplomatic, sensitive, and responsive to the needs of members, components, and callers at large. Skill in reference interviewing to clarify and define an inquirer’s information needs. Utilizes AIA resources, internet sites and collaborates with AIA staff to provide members with credible solutions and resources to make informed decisions. Ability to critically evaluate and filter available resources for their applicability to the information requested. General knowledge of and skill in accounting systems and the ability to comprehend processes and transaction documentation in a customer service environment. Skill in the use of MS Office, contact tracking software, AMS database (e.g. Salesforce-Fonteva or similar), LMS system. Outstanding interpersonal skills with combined with excellent oral and written communication skills. Proven skills in detail orientation, organization, and follow-through. Ability to learn and absorb information quickly, especially regarding the organizational structure and subject specialties of the AIA. Must be able to work independently and in a team environment to accomplish goals and strategic initiatives.
Familiarity with allied organizations: NCARB, NAAB, AIAS, AIA Trust and other related entities a plus, but not required
College degree in business or communication or related field is strongly preferred. One to two years of call center, member service or related customer service experience is required in lieu of degree.
What we offer We offer a comprehensive benefits package that reflects our company values and workplace culture, including:
Medical and dental
Paid time off
Flexible spending accounts
Income protection- (Life Insurance Coverage up to 2x salary) & disability plans at no cost.
Tuition and membership reimbursements
AIA employees have access to a variety of other programs, including:
Employee Assistance Program (EAP) for employees and their family members
SmartBenefits transportation program, featuring up to $55 monthly in public transportation as well as pretax METRO parking
Computer purchase program
Fitness club discounts
Prepaid legal services program
Identity theft protection
Travel Requirements: None
Supervisory Requirements- N/A
Hybrid. Washington, DC metro area
This position will periodically be required to be on-site at the AIA Headquarters in Washington, DC.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability, in accordance with the applicable law.
The AIA, in existence for more than 150 years, works to advance the value of architects and architecture and increase the living standards of people by improving their built environments. The AIA, with a membership of over 90,000, is the largest voice of the architectural community.
*Educating the public to strengthen the value of architects and the overall role of the profession in the building industry. *Using our influence in legislative and regulatory concerns that affect and potentially govern the professional lives of architects. *Researching new job markets and new career specializations to ensure architects can meet society's needs now, and in the future. *Expanding the architectural knowledge base as changes in the profession occur. *Offering a network for support and information exchange with colleagues and industry professionals across the country and the globe.