About The Association 

Combining the strengths of the American Institute of CPAs and the Chartered Institute of Management Accountants, we empower the world’s most highly-skilled accountants – CPAs and CGMA designation holders – with the knowledge, insight and foresight to meet today’s demands and tomorrow’s challenges. We drive a dynamic accounting profession that works every day to build trust, create opportunity and grow prosperity worldwide.

Summary of Role:

Act as the frontline position for AICPA focused on the needs of members, students, candidates, and prospects. Handle inquiries via inbound/outbound phone calls, email, chat, and social media channels, which contribute to strong customer satisfaction survey results and Net Promoter Scores (NPS) scores.

Accountabilities & Responsibilities:

• Identify and report issues that could negatively impact our member/customer experience


• Achieve qualitative and quantitative targets for individual performance


• Upsell/cross sell as appropriate by engaging customers in a discussion about membership, products and services suitable to the individual’s needs through both inbound and outbound campaigns


• Remain knowledgeable about memberships and products while working to become subject matter experts in key areas


• Collaborate with team members to share knowledge, identify efficiencies and achieve Service Level Agreements


• Communicate relevant information on policies, member benefits, products, services, and industry developments through inbound/outbound phone, email, chat, and social media channels.


• Navigate multiple systems to grant access and manage membership requests, product orders, event registrations, account adjustments, and other requests as required


• Identify customers’ needs and anticipate obstacles by clarifying information, researching issues and providing the easiest solutions or alternatives

Supervisory Responsibilities:

• None

Knowledge, Skills & Abilities Required:

• Excellent communication skills, both oral and written


• Excellent listening and questioning abilities


• Ability to obtain, retain and cascade high levels of detailed information, adapting the method of communication depending on the audience


• Excellent work ethic and an ability to multi-task


• Ability to navigate multiple IT systems, network locations, and files


• Accountability for actions and ownership of required tasks


• Ability to build relationships and demonstrate empathy


• Ability to adhere to GEC attendance policy and all other appropriate policies


• Demonstrate keen problem-solving abilities


• Deliver a quick, efficient and outstanding, memorable service experience

Required Experience, Qualifications & Education:

• Experience applying written and verbal skills and active listening while servicing customers


• Bring energy, compassion, and dedication to your work.


• Provide high quality, personalized service


• Speak concisely, and confidently


• Write quickly, professionally and concisely with good grammar and proofreading

Preferred Experience, Qualifications & Education:

• Bachelor’s/Associate’s degree/ A-level Education


• 4-6 years related experience including:
  
  
  
  • 1-2 years of customer service or sales experience
  
  
  • Previous work experience in a not-for-profit, Association, or NGO environment
  
  
  • Experience achieving set targets for individual performance
  
  
  • Experience working with a CRM system
  
  
  
  

Why Work for Us?
At The Association, you are part of a global, diverse and talented group of colleagues. You have opportunities to innovate and collaborate in a leading organization that impacts individuals and businesses. You’ll have opportunities to progress while enjoying an exciting work environment that supports and celebrates individual achievement, development and professional satisfaction.

Together, we will lead the most influential body of professional accountants and create the future of the global accounting profession.

We offer competitive benefits, PTO, flexible working principles, and a supportive, collaborative team environment.