JOB PURPOSE: This is a dynamic position at ARMA International that supports our education and certification programs while providing support functions to our community. The Administrative Coordinator is the liaison and primary front-line contact for members and customers of our education products. Performs a variety of customer support tasks related to the Association’s membership, general inquiries, bookstore questions and membership inquiries. The Administrative Coordinator must be fluent in all aspects of the Association and its offerings, products and services in order to effectively respond to member, prospective member and general inquiries. Provides administrative support for internal staff members.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This job is dynamic and often provides ad-hoc support to special programs in addition to the regular duties listed below:
Provides customer service/support for education department and virtual bookstore. Responds to, or routes to the appropriate individual, inquiries received via incoming calls or email
Ensures coordination of education programs
Provides support and coordination of certification programs and certification board(s)
Liaison between event management staff and presenters/facilitators for annual conference
Manages the administrative functions of education systems
Processes purchase of education and bookstore items by phone; ensuring confidentiality of credit card information
Serves as the primary contact for bookstore by answering questions, processing orders, communicating with staff about shipping orders and following up on lost shipments
Troubleshoots member/customer issues with systems log-ins; refers issue to IT department as needed
Remains abreast of the Associations offerings, products and services by reading e-newsletters and other materials sent to members
Serves as the back-up to other member services department staff members
To perform this job successfully, an individual should have the following education, experience, competencies, and language skills:
High School Diploma or equivalent required
Associate or Bachelor’s Degree in Business preferred
Computer proficiency and experience with Microsoft Word and Excel
Two years of related customer service experience and/or training required
Experience working in an Association Customer Service role preferred
Experience and education requirements may be satisfied with equivalent combination of education and experience
Must exhibit a professional image, customer empathy, and exceptional service attitude at all times
Listens and responds effectively to customer questions and resolves customer problems within the parameters of the Association’s procedures and policies
Must exhibit initiative, able to use good judgment, problem solving skills and take appropriate action
Ability to plan, prioritize and maintain work flow and overcome minor obstacles while working within established procedures as well as ability to adapt to changing conditions
Requires strong attention to detail, good organizational skills with a high degree of accuracy while working in a fast paced work setting
Must be a self-starter with ability to work with general instructions with supervisory review for areas requiring new approaches or outside the individual’s base of knowledge
Language Skills (includes mental, verbal, writing skills)
Ability to communicate clearly and professionally with customers and coworkers
Requires strong written and verbal communication skills. Attention to grammar and writing etiquette is important.
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information in one-on-one situations to Association management, Association members and other Staff Members of the Association
Ability to interpret a variety of instructions, rules, policies and procedures that may be furnished in written, oral, diagram, or schedule form
Ensures understanding by asking clarifying questions and restates understanding for confirmation
ACCOUNTABILITIES AND MEASURES
Complete all responsibilities in a timely and accurate manner in order to meet customer needs and remain cost effective
AMERICANS WITH DISABILITY SPECIFICATIONS
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is routinely required to stand; walk, sit; speak; hear; see; use hands to handle objects
Specific vision abilities required by this job include close vision and ability to adjust focus
The employee is routinely required to lift and carry objects up to 20 lbs
Must be able to listen and speak with a variety of individuals inside and outside the organization
Must be able to concentrate/focus with constant interruptions
ARMA International operates in a virtual environment.
Telecommuting is allowed.
About ARMA International
ARMA International is a community of professionals in the information management and information governance industry, providing educational resources and networking opportunities at home and around the world.