Job Description

Summary

Provides expert customer service and administrative support to association members and non-members. This position is primarily responsible for answering phone calls that are received on The IIA’s main contact line. This individual will monitor key metrics as defined by their supervisor and identify areas of improvement for department processes. This role will work directly with internal departments to complete requests and other administrative duties as required.

Essential Duties and Responsibilities:

• Provide exceptional and efficient customer service to our global membership and non-members.
• Support requests from native French-speaking members as well as English-speaking members.
• Respond to support tickets, e-mails, chats, and other requests as needed.
• Understanding the policy and processes behind IIA business units.
• Partner with internal departments as necessary to resolve requests in a timely and professional manner.
• Escalate to team leads, senior agents, or supervisors as needed.
• Identify themes and trends based on patterns or noticeable rises in support queues.
• 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.

Education and Experience:

• Must speak fluent French
• High School Diploma or equivalent
• At least 3 years’ experience providing technical or customer support via phone
• Medium volume call center experience preferred
• Demonstrated advanced ability to build and maintain team relationships while providing excellent customer service

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory Responsibilities

None

Computer Skills

Advanced Microsoft Office Suite skills are mandatory. Experience with Customer Relationship Management (CRM) is highly desired but not mandatory. Experience with Microsoft Dynamics 365 is also a favorable skill.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk and sit. Specific vision abilities required by this job include close vision, distance vision and color vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position will require work in our Headquarters office in Lake Mary, FL 40% of the time.