Client Services Associate

Client Services Associate

Association Headquarters is seeking a highly focused, detail orientated individual to fill our open Client Services Associate position with one of our top client partners. The Client Service Associate is responsible for credentialing day-to-day activities, daily processing/reviewing of new applications and renewal applications and provides assistance with certification operations and serves as a back up to the clients education department in a timely and efficient manner.

Essential Functions:

AH Responsibilities:

• Be a role model for the company culture – embracing core values
• Adheres to AMC accreditation policies and procedures
• Attends AH meetings –as directed
• Pursues Professional Development Opportunities – as directed
• Participates in AH Committees/Task Forces when appropriate
• External Ambassador for AH

Client Responsibilities:

• Responsible for day-to-day activities related to certification and other products and services.
• Assist VP with Exam Item Development Workshops.
• Provide high-touch customer service including outreach as needed.
• Respond promptly to all inquiries received via email, phone and fax from customers and prospects.
• Follow up on initial contacts and maintain lead / prospect list.
• Maintain records of telephonic interactions, orders, and accounts.
• Assist customers with the certification application/renewal process.
• Assist customers with purchase and usage of certification products (e.g., practice exam and CKC).
• Assists with processing and reviewing exam and renewal applications, as needed.
• Responsible for processing eligibility files and sending scheduling instructions to eligible candidates.
• Assists Vice President and Certification Services Manager as a liaison with the Pearson and DRC staff.
• Assist in Board Meeting preparation and follow-up as needed.
• Serves as back up for the education team:
• Continuing Education Approval Program (CEAP) including application review, follow-up, approval or denial of applications, and summary reports at the end of each week.
• Serves as customer service back-up as needed.
• Represents the client for external exhibits.
• Perform other related duties as required.

This is not meant to be all-inclusive as other duties may be assigned.

Core Competencies

• Appearance, Conduct, and Overall Professionalism - Is able to conduct oneself appropriately in professional settings (This includes Strong Interpersonal Skills, Oral, and Written Communications). Adherence to the AH dress code both in the office and while attending client events. Always conduct themselves in a professional manner.
• Core Values - Practices and demonstrates AH's core values.
• Customer Service - Provides world-class customer service as defined by taking care of both internal and external customer needs by delivering professional, high-quality service, before, during, and after needs are identified.
• Functional Competency/Initiative/Creativity (Wants it) - Possess the necessary skills and techniques to achieve the desired goal. Takes on new assignments without direction. Can be counted on to bring new ideas, suggestions, and recommendations in addressing challenges, improvements in processes, and procedures.
• Problem Solving/Decision Making (Gets It) - Identifies problems early and develops creative solutions. Decisions are timely and based on sound logical judgment. Possesses the necessary skills to be a leader.
• Sense of Urgency/Planning and Execution (Has the Capacity) - Develops and adheres to a timeline for all projects. Is willing to put in the time necessary to meet and exceed deadlines. Effectively manages the volume of work and can be counted on to get the job done.

Minimum Qualifications

• Bachelor's degree preferred, high school diploma required.
• Ability to effectively communicate both orally and in written form with management, internal and external customers.
• Demonstrate the ability to anticipate and solve practical problems or resolve issues.
• Proficient in using Gmail to manage email communications, organize inboxes, and respond to customer inquiries in a timely manner.
• Skilled at multitasking, adapting to changing priorities, and working independently or as part of a team.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand for extended periods of time; may require walking for periods throughout the day. Requires ability to use a computer, read a computer screen, use of a telephone and other office equipment as it relates to the work. Reaching above shoulder height, below the waist or lifting to move or access materials throughout the workday. Proper lifting techniques required. May include lifting to 25 pounds for files, presentation equipment/documents and computer printouts on certain occasions.

Vision acuity: duties may require the ability to identify and discern colors accurately, to focus and see both close and far away.

Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.

This position is partially remote, with the ability to travel to AH Headquarters for one week each month to attend in-person meetings, collaborate with team members, and participate in organizational activities.

The position follows a standard 37.5-hour work week, with work hours scheduled according to business needs. Occasional flexibility may be required to meet deadlines or support operational priorities.

Travel is a component of this role and may include transportation by airplane, car, or train for meetings, training, conferences, or other business-related activities. Employees working remotely are expected to maintain a dedicated, professional workspace with reliable internet access to effectively perform their job duties.

What we offer - Employee Company Benefits

• Hybrid / Flexible work schedules available
• Medical, Dental, and Vision
• Company paid basic life insurance, short-term, and long-term disability
• Voluntary Life Insurance - Employee Paid
• AFLAC available
• Paid Time Off (PTO) accrual and Paid holidays
• 401k retirement plan available
• Training and Development opportunities

What sets us apart

• Named Best Place to Work by Philadelphia Business Journal 9 Times - based on a survey conducted of our employees
• Industry Leader - Most credentialed AMC and the 1st AMC to be Customer Service Certified by the Customer Service Institute of America

Who is AH?

AH is a professional services firm that specializes in helping non-profit organizations achieve their mission, create value, and advance their causes, industries, and professions. We have four main divisions within AH - a full-service Association Management Company; a Marketing and Communications Agency (MarCom); a Meetings & Events Management Team; and a division that focuses on other custom solutions such as strategic planning, website builds, database integrations, accounting services, staff recruitment, credentialing management, public affairs and lobbying, and growing non-dues revenue.

Our Diversity, Equity, & Inclusion Statement

Association Headquarters is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to the following; race, creed, color, national origin, nationality, ethnicity, ancestry, age, sex (including pregnancy), family status, marital/civil union status, religion, domestic partnership status, affectional or sexual orientation, gender identity and expression, atypical hereditary cellular or blood trait, genetic information, liability for military service, and mental or physical disability (including perceived disability, and AIDS and HIV status), language, national origin, political affiliation, socio-economic status, and other characteristics that make our employees unique.