ABOUT ULI:

The Urban Land Institute (ULI) is a 501(c)(3) nonprofit research and education organization supported by its members. Founded in 1936, the Institute has more than 48,000 members worldwide, representing the spectrum of land use and real estate development disciplines across private enterprise and public service.

As the preeminent multidisciplinary real estate forum, ULI facilitates the open exchange of ideas, information, and experience among local, regional, national, and international industry leaders and policymakers dedicated to creating better places. The mission of ULI is to shape the future of the built environment for transformative impact in communities worldwide.

ABOUT THE TEAM:

The Global Customer Service Operations team strives to provide a world class global and multi-channel customer service solution for all ULI members, prospects, customers, and staff.

POSITION SUMMARY:

At ULI, Customer Service Associates are the first point of contact for ULI members and non-member customers to provide information about ULI services, programming, and events. Associates resolve any challenges that members may face with accuracy and efficiency.

The responsibility of the Associate, Customer Service Operations is to provide tier-two service in the region, including response via email and phone; and acting as an escalation point for the Americas Contact Center. This role primarily provides support to individual and group membership programs.

The Customer Service Associate is to ensure excellent service standards are maintained by responding expeditiously and efficiently to customer inquiries with the goal of maintaining the Institute’s high customer satisfaction rating. This position is integral in ensuring that ULI accomplishes its strategic goals relative to member engagement.

The Associate must have proficiency for working in databases, thrive in a fast-paced environment, strong communications skills (verbal and written), good process execution skills, able to recommend efficiencies and process improvement; and has a strong service-oriented work ethos. They must also be comfortable working as part of a global shared-service structure with remote colleagues and support local stakeholders' service requirements while fully executing assigned duties.

ESSENTIAL RESPONSIBILITIES:

• Individual and Group Membership Processing and Support
  • Creates, updates, renews, and cancels ULI memberships.
  • Manages and creates complex invoices via CRM and processes all payments.
  • Serves as Public Agency and University Connections membership processing SME.
  • Resolves complex membership payment issues.
  • Handles comp membership/registration lists for special programs.
  • Supports lockbox batch processing.
• Quality Control reports
  • Monthly renewal package QCs.
  • Weekly AR QCs.
  • Miscellaneous data management QC.
• AR membership invoice management
  • Tracks open Public Agency invoices, communicates regarding overdue payments.
  • Tracks partial payment invoices.
  • Handles unidentified credits in CRM: transfers credits to invoices, matches credits to invoices in CRM.
• Contact Center Tier 2 requests
  • Responds to escalated requests.
  • Responds to requests requiring staff management.
  • Processes membership cancelation requests.
• Event Set-up/Registration Operations
  • Supports District Council event set-up/registration in CRM
  • Travels to provide onsite support for Fall and Spring Meeting registration operations and District Council/HQ/Regional events as needed.
• Department Operations Support
  • Provides support to the Vice President and processes department invoices.
  • Tracks and processes vendor invoices/payments in Intacct.

OTHER KEY RESPONSIBILITIES:

• Creates and updates customer profile information/demographics in the database.
• Assists in invoicing and issuing receipts upon internal and external requests.
• Processes credit card refunds.
• Participates in global customer service training sessions and calls.
• Supports overflow customer service tasks during peak periods in ULI Asia Pacific and Europe as part of the global team.
• Participates in User Acceptance Testing as needed for customer support platforms.
• Reports errors/bugs from all customer support databases and member interface platforms.
• Provides training support for the Americas Contact Center agents including the creation of documentation.

MINIMUM QUALIFICATIONS:

• Strong customer service orientation
• Proficiency working in CRM/database environments
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Professional written and verbal communication skills
• Ability to work independently while collaborating across teams
• Ability to travel for events

PREFERRED QUALIFICATIONS:

• Familiarity with nonprofit organizations or membership organizations
• BA/BS degree preferred

WORKING CONDITIONS:

• The Urban Land Institute (ULI) is committed to shaping the future of the built environment for transformative impact in communities worldwide, and we embrace our core values of integrity, collaboration, inclusion, and excellence in service to our members. In alignment with the Board of Directors’ strong commitment to in-person collaboration, our roles require regular on-site presence to foster teamwork, innovation, and organizational effectiveness. ULI’s primary workplace remains its offices, where in-person collaboration supports our mission and service to members.
• Occasional national travel (2-4 times/year).
• Must lift up to 30 lbs., work extended hours for events, and sit/stand for prolonged periods.

COMPENSATION AND BENEFITS:
The salary range for this position is $55,750 to $60,700. Actual compensation will be based on experience, education, skills, and other job-related factors.

ULI offers a comprehensive benefits package including health, dental, and life insurance; generous vacation leave; and a retirement plan with employer match.

APPLICATION INSTRUCTIONS:

To apply, please follow the link. Please submit a résumé and a letter of interest/cover letter.

ULI is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion/creed, sex, national origin, disability, genetic information, pregnancy, veteran or active military status, non-citizenship or citizenship status, arrest or conviction record, credit history, salary history, caregiver status, sexual orientation, gender identity, marital or partnership status, familial status, unemployment status, status as a victim of domestic violence or sexual violence, or any other status protected by applicable law.

EOE/m/f/d/v. No relocation reimbursement is offered at this time.