Senior Assistant, ICP

American Petroleum Institute•Washington, DC

9h•$57,392 - $76,856•Onsite

About The Position

The Senior Assistant, ICP provides administrative support related to the activities of the Individual Certification Programs including application processing, financial operations, and customer service. Customer service will be a large part of this position on a day-to-day basis. This position will be working with applicants who need support applying for, scheduling, or testing in new applications and with certification holders who need to recertify their credentials.

Requirements

Requires 2-4 years of experience in a similar role.
Aptitude to acquire knowledge of API policies, and practices and procedures.
Proficient with Microsoft applications especially Word, Excel, Access, and SharePoint with an aptitude to learn other computer programs quickly.
Ability to effectively manage simultaneous assignments with minimal supervision.
Understanding of business processes.
Customer service aptitude.
Ability to follow instructions and adhere to program policies and procedures.

Nice To Haves

3 years work experience involving heavy customer service activity preferred
Bachelor's degree in relevant area, or other related field equivalent work experience. Some positions may only require an Associates degree/technical diploma, or other related field equivalent work experience.

Responsibilities

Serves as frontline for customer service inquiries via phone or email.
Retrieves and responds to communications from clients daily within 48 hours of documented receipt.
Answers telephone calls skillfully and effectively. Provides customers with accurate information, identifies urgent/priority calls, and responds within 24 hours.
Forwards any necessary information to candidates and inspectors as required.
As necessary, photocopy, scan, and organizes client related documentation.
Maintains detailed, accurate, and up-to-date candidate/inspector files electronically.
Maintains and updates database(s) based on client activities.
Reviews specialized and recertification applications thoroughly to determine compliance with requirements, possible deficiencies, and application status. Documents all findings, processes applications, and schedules candidates for examination as necessary.
Initiates correspondence with customers to resolve deficiencies and obtain additional information.
Verifies clients’ orders and payments are correct and in accordance with their program application and membership status.
Prints certificates.
Assists with meeting all program deadlines and objectives.
Keeps abreast and current with application requirements and policies.
Provides support as needed with the administration of certification projects, and other tasks assigned by the manager.