How can the Member Support Center be reached?
The Member Support Center can be reached by calling (800) 242-3837. For assistance, select Option 2 for Member Support or Option 2 for Continuing Education Support. The center is open Monday through Friday, from 8:30 AM to 6:00 PM Eastern Time. The team can be reached by email at membersupport@aia.org or cessuport@aia.org.
What is the Service Level Commitment (SLC) for handling member and customer inquiries?
The MSC is committed to responding to all inbound calls within 45 seconds. Emails and all other membership requests, except those requiring review by the Secretary, should be addressed and resolved within 24 to 48 business hours.
How are calls handled if a caller requests to speak with a specific internal staff member?
Team members should first obtain the caller's name and, if possible, their location. They should then place the call on hold and check the availability of the requested staff member. If available, the team member should relay the caller’s information and request to transfer the call appropriately.
What is the MSC’s procedure for placing callers on hold?
If an immediate solution cannot be provided, team members should request permission to place the caller on hold and provide an estimated wait time, not exceeding one minute. If it takes longer than three minutes, they should communicate a second hold time and ask if the caller prefers to schedule a callback.
What is the process for handling calls in the hold queue for an extended period?
The Senior Manager, Member Support Center monitors call queues and takes steps to ensure timely responses. This includes verifying agent availability, answering calls to prevent further hold time, and sending courtesy emails to callers as needed.
How is call quality assurance handled within the MSC?
Every incoming call to the MSC is recorded, and each team member assigned to the call queue undergoes a monthly quality assurance audit of recorded calls. Managers may also listen to calls in real-time as needed. The quality assurance processes aim to boost customer satisfaction, improve agent performance, ensure policy compliance, maintain consistency and accuracy in information sharing, and assess training needs.
What is the greeting used by the MSC for inbound calls?
MSC team members should greet all inbound callers with the following introduction: “Thank you for calling the American Institute of Architects, this is {name}. I am here to help! How may I address your questions today?”
What steps do MSC team members take before concluding a call?
Before ending a call, MSC team members are required to ask the caller if they would participate in a three-question survey. Additionally, it is essential to assign a post-call wrap-up code in the Webex system upon completing the call. This code is crucial for identifying call trends and contributes to the monthly MSC performance reports shared with staff and leadership.
What are the questions included in the Member Support Center post-call survey?
The post-call survey consists of the following three questions:
Question 1: Please rate your overall satisfaction with your experience today.
Question 2: How satisfied were you with how your inquiries were answered?
Question 3: How satisfied were you with the professionalism of our Member Services Representative?
Responses are rated on a scale of 1 to 7, with 1 being "Extremely Dissatisfied" and 7 being "Extremely Satisfied."
What are the primary email addresses used by the Member Support Center?
The primary email address for the Member Support Center is membersupport@aia.org. For Continuing Education Support, the primary email address is cessupport@aia.org.
How does the Member Support Center manage inbound emails?
The Member Support Center utilizes a ticketing platform from Freshworks (formerly Freshdesk) to manage emails. This system consolidates various email accounts into one location where emails get assigned manually or through a round-robin system or keyword detection.
What happens when an email is sent to the Member Support Center?
When someone sends an email to the MSC, they receive an automated confirmation email acknowledging receipt of their message. This email outlines the expected response time based on the Member Support Center’s Service Level Commitment and includes a system-assigned ticket number for reference.
How is the email customer satisfaction survey managed?
Once an email response is marked as ‘resolved,’ the member receives a satisfaction survey. This survey uses a scale from 1 (extremely dissatisfied) to 7 (extremely satisfied) and includes four questions regarding response time, clarity of resolution, professionalism, and whether all questions were answered.
What is the escalation protocol for handling emails and calls?
Members of the MSC team are trained to triage incoming inquiries and determine the appropriate escalation level if further assistance is needed. They handle Priority 1 (P1) escalations directly and gather necessary information for Priority 2 (P2) or Priority 3 (P3) escalations, which are then assigned accordingly.
What types of issues fall under each escalation priority?
Priority 1 (P1): Basic technical support calls (e.g., password/login), Continuing Education transcript issues, dues concerns, and general feedback.
Priority 2 (P2): Quality or customer service complaints, member wait time issues, billing/payment problems, and threats of non-renewal.
Priority 3 (P3): Requests to speak with a manager, reports of abrasive language, organizational dissatisfaction, and complaints regarding member value.
How are P1 escalations managed?
Templates are available in Freshdesk for responding to P1 escalations. When receiving feedback via email, staff should use the canned feedback template, ensuring it is contextually appropriate before sending. All replies should include a cc to aiamemberfeedback@aia.org for monitoring.
What steps should be taken when reporting P2 and P3 escalations?
For P2 and P3 escalations, staff must tag the escalation ticket appropriately and assign it to a Senior Manager or the Managing Director, including a note indicating it is an escalation. For phone escalations, a new ticket should be created with a summary of the issue, the expected outcome, and the member's contact information for follow-up.
What if a manager is unavailable during an escalation?
If a manager is not available during an escalation interaction, team members should communicate the expected follow-up to the member and inquire about their preferred method of receiving that follow-up.
How do MSC team members handle an unhappy member or customer?
Team members should stay calm, listen, and focus on understanding the root of the problem. They should strive to resolve the issue during the initial contact, apologize for the member's experience, and maintain a pleasant and positive demeanor.
What steps are taken if a caller uses inappropriate language?
If a caller berates or uses profanity, MSC team members will politely inform them that the call will be ended if such language continues and report the incident according to P3 escalation procedures.
What is My Account?
My Account is a self-service portal that allows members and customers to update their membership information. It is frequently used by members to manage their AIA details. While nonmembers can access certain features, the portal is primarily designed for members.
How do members access My Account?
Members can access My Account through the login feature on the AIA website at aia.org or directly at me.aia.org. A secure login is required for access.
What changes can members make in My Account?
Members can make several updates to their membership information through My Account, including managing their contact information, requesting chapter transfers or status changes, and adjusting communication preferences. They can also update their professional information, demographic details, and areas of interest by joining and managing Knowledge Communities and member groups. Additionally, members can access all historical receipts for transactions related to events, dues, and other purchases.
What should members do if they need to change their name?
Members can update their last name in My Account. For changes to first and middle names, members must contact the Member Support Center for assistance, as these changes cannot be made directly through My Account.
How quickly do changes made in My Account take effect?
Except for changes to email addresses, all updates made in My Account take effect in real time and are immediately reflected on the member's record in Fonteva.
Can members request a chapter membership transfer through My Account?
Yes, members can request a transfer of their chapter membership directly through My Account. A Member Support Center team member reviews the request to ensure the new assignment aligns with the policies for transferring.
Can members request a status change through My Account?
Yes, members can request a status change from Associate to Architect when they obtain their license.
What information is used to send communications to members?
AIA sends mail to the primary address listed on the member's Fonteva record and emails to the primary email address on file.
How can members manage their communication preferences?
Members can manage their communication preferences by logging into their MyAccount. This allows them to opt out of receiving calls, emails, or mail from AIA.
Does AIA sell mailing lists to third parties?
No, AIA does not sell mailing lists to third parties.
How can members unsubscribe from various email types from AIA?
Members can easily unsubscribe from different email types by clicking the “Manage my email preferences” section at the bottom of any AIA disseminated email. The Member Support Center can also assist with this request.
Can members opt out of renewal emails?
No, members cannot opt out of renewal emails as these are considered transactional emails. Unsubscribing from all other emails will not prevent renewal emails from being sent.
What is the New Graduate Promotion?
The New Graduate Promotion is designed for recent graduates who have obtained a NAAB-accredited Bachelor’s, Master’s, or Doctorate professional degree in architecture within the past 18 months. Eligible individuals can receive up to 18 months of free Associate membership.
Are there any costs associated with the New Graduate Promotion?
While national dues are waived for new graduates, some local and state chapters may charge nominal dues. Therefore, the promotion may not be entirely free for all enrollees.
Who can take advantage of the New Graduate Promotion?
The New Graduate Promotion is specifically for first-time members. Each member can participate in the promotion only once.
What is the Automatic Membership Dues Renewal Program?
The Automatic Membership Dues Renewal Program allows members to enroll in auto-renewal while renewing their membership online. This program provides convenience by ensuring that membership remains active without the need for manual renewal.
Who is eligible for the Automatic Membership Dues Renewal Program?
All members, both new and renewing, are eligible to enroll in the Automatic Membership Dues Renewal Program, and enrollment in this program is free of charge.
How can members enroll in the Automatic Membership Dues Renewal Program?
Members can enroll in the auto-renewal program through the online membership renewal process.
How can staff share feedback from members?
The Member Concern Intake Form is used to collect, document, and prioritize member feedback, ensuring it reaches the relevant departments. This process helps ensure responses and follow-up actions are taken, if necessary.
What should staff do when a prospect expresses interest in becoming a member?
When a prospect shows interest in joining or rejoining the AIA, staff members are responsible for conveying the benefits of AIA membership and assisting with the joining process. This includes answering questions about dues pricing, benefits, and resources, and guiding them through any necessary online processes. Encourage eligible prospective members to join online at aia.org/join. If additional support is needed with joining, contact a Member Support Center team member, and they will ensure that prospective members receive exceptional support and help them through the joining process.
What are the different membership types available at AIA?
There are four categories of AIA membership:
Architect: Open to architects licensed in the U.S. Licenses can be verified through the National Council of Architectural Registration Boards (NCARB) website.
International Associate: Open to architects licensed outside the U.S. Architects licensed by a U.S. authority are not eligible.
Associate: Available to individuals with a professional degree in architecture, those working under an architect, individuals enrolled in AXP, or faculty members.
National Allied: For professionals in allied industries, such as engineers, landscape architects, urban planners, builders, and construction professionals.
How are members assigned to chapters?
Members are assigned to chapters based on their home or office zip code. They must belong to all three tiers: national, state, and local. If a state does not have a local chapter, members will only be assigned to National and the state chapter.
How can a member renew?
Members can renew online renew.aia.org, by phone with an MSC team member, or by mail with a check. Checks should be made payable to The American Institute of Architects and mailed to The American Institute of Architects–Membership, PO Box 830080, Philadelphia, PA 19182-0080
What is the process for transferring chapter membership?
If a current member wishes to transfer to a different chapter, they must provide an address within the territory of that chapter. If transferring outside their assigned location, a special transfer request is necessary, which requires a written explanation and approval from both chapters. The Secretary of the Institute may review and decide on requests if needed. Members do not have to transfer chapter membership upon relocation.
What are the chapter assignments for international members?
New and reinstating members residing or working internationally are assigned to a chapter based on their location. Architects licensed outside the U.S. join as International Associates. Since 2023, the AIA International Chapter has functioned as a state chapter, while 12 international chapters serve as local chapters. There are no longer unassigned or National-only memberships.
How are membership status changes handled?
Upon notification of a member's licensure, an MSC team member must validate the license through the state licensing board website before processing the change. After processing, the member receives a congratulatory confirmation email, a new membership card, and a lapel pin by mail.
What is the process for Emerita/Emeritus membership?
Members seeking Emerita/Emeritus status must complete a request form signed by their local chapter. The component is responsible for guiding members through this process, as National does not provide members with the form. Completed requests should be sent to membersupport@aia.org. Upon approval or denial, members receive a confirmation email.
How can members request an Emerita/Emeritus waiver?
To request a waiver of the age or membership year requirement, members should complete the Emeritus Waiver Form, which requires component approval before submission to the Secretary. Staff should refrain from discussing expectations regarding waiver approval, as the decision rests solely with the Secretary.
What qualifications allow for dues adjustments/reductions or dues waivers?
Active members facing financial hardship, medical disability, sabbatical, family leave, unemployment, or other exceptional circumstances can request dues adjustments or waivers.
The process begins at the local chapter, where they review the Dues Adjustment Form request from the member and sign off if they approve. The form is sent to aiawaivers@aia.org. National will match the amount of the dues reduction or waiver approved by the chapter. Staff should avoid providing expectations for approval, as decisions are at the chapter's discretion.
How can a member request a new membership ID card or certificate?
If a member needs a new ID card or certificate, they should contact the Member Support Center at membersupport@aia.org and a team member will assist with ordering a replacement.
How can members obtain a membership verification letter?
Members seeking verification of their AIA membership should contact membersupport@aia.org. For third-party requests for non-standard verification letters, a signed release from the member is required. The Member Support Center only confirms membership status for phone inquiries.
What is the process for membership cancellations?
Membership cancellations must be submitted in writing to membersupport@aia.org. Members receive an email confirmation after processing. Membership dues are non-refundable, but in some cases, they may be considered but require approval from the local and/or state chapter.
How should staff handle notifications about deceased members?
Notifications regarding deceased members should be sent to membersupport@aia.org for database updates. Requests for refunds of the current year's dues can be made by the spouse or firm responsible for the dues, subject to the approval of the local chapter.
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