The ideal candidate is exceptionally organized and has excellent customer service skills, including written and oral communication skills, and enjoys a friendly office environment that provides opportunities for learning and professional growth. The position requires enjoying interacting with people of many different backgrounds and age groups. Also required is a sense of humor, flexibility, fine attention to detail, and being a fast learner.
What you’ll do:
You’ll provide excellent customer service and programmatic support for ICMA’s Voluntary Credentialing Program – a prestigious and growing program that serves roughly 10 percent of the association’s membership. The person hired for this position will:
Respond to all emails and phone calls within one business day
Provide proactive notification to members and customers as needed
Be sensitive to customer needs and expectations; go the extra mile
Keep the credential database up to date
Learn the database inside and out; assist with testing and new features
Maintain program information on the ICMA Web site
Work with team to recruit new participants
Assist with meetings and other events relating to the Credentialing Program
Assist with effort to continuously improve program, meet ICMA Strategic Plan goals, and realize the ICMA vision to be best in class
What you need to be successful in this role:
Baccalaureate degree or equivalent experience
Two years of customer service or similar experience
Experience in membership association service or credentialing programs a bonus
Excellent interpersonal skills and ability to communicate clearly, both orally and in writing, including email, with staff, members, and customers
Skill in establishing priorities, planning and scheduling work, and managing a high volume of incoming customer email and phone calls
Knowledge of and proficiency with computer operations software, Internet technologies, and the Microsoft Office suite, including Outlook
Ability to use netFORUM or a comparable database program with a high degree of accuracy to maintain records, build queries, and generate reports
About International City and County Management Association
ICMA is at the core of driving better communities. With a mission and passion to advance professional local government through ethics, leadership, innovation and new technology, we build sustainable, inclusive, thriving communities that improve local governments nationally and around the world and make them ready for the future.
Our work increases capacity of local governments globally. With distinct expertise and pioneering essential services, we positively impact the quality of people’s lives. Whether this is by enhancing smart communities through innovative technologies, empowering citizen engagement, enabling economic development, building, developing and up-skilling local talent or strengthening leadership and forward-thinking local government management – our work impacts how life is lived in today’s and tomorrow’s communities.