Career Center

This position manages association member relations and is the primary point of contact for customer service.  The successful candidate for this position will enjoy helping members and solving problems with a genuine desire to serve.  They often will be the first point of contact for the association and will be responsible for establishing a welcoming and professional relationship with members and prospective members. The ideal candidate is familiar with Association Management (AMS) or Customer Relations (CRM) platforms and will serve as the primary staff responsible for maintaining the association’s membership database.  They will support the annual membership cycle by implementing strategies for recruitment and retention and enjoy using databases strategically for efficient and effective communications.

Position Responsibilities

Customer service:

• Provide quality customer service to members, prospective members, and meeting registrants, supplying appropriate answers and solutions. Specific examples include weekly phone calls and emails to members and prospects, updating member records and assisting members with login and/or registration questions.
• Provide invoices and quotes for membership dues and responding to membership inquiries in a timely manner. Gathering additional data as needed to provide accurate quote for membership.
• Provide onboarding assistance to new members, processing benefits, establishing accounts in database and providing orientation resources.
• Assist programs team with event registrations and inquiries, including sponsorship requests.

Database administration:

• Assure quality control and data integrity of all member and prospect information in the database through accurate data entry.
• Update database through periodic audits.
• Process membership payments and ensure corresponding records are updated.
• Produce engagement reports, including tracking renewals and new member acquisitions.
• Provide mailing lists and contact information for both email campaigns and print campaigns.
• Conduct online research and/or communicate with members and prospects to verify information within database.

Communications:

• Coordinate the production and distribution of membership collateral, including the annual membership renewal packets. This position works with outside graphic designers, mail houses and print shops to update materials, provide reports and mailing lists from the database, and ensures deliverables and timelines are met.
• Using CRM and AMS database tools, distribute marketing emails to members and prospects.
• Maintaining and updating membership resources and information on the association’s website. 

Administration:

• Assists committee work with maintaining rosters and occasional meeting logistical support.
• Serves as member of the larger operations team and provides occasional support for general office needs.

Qualifications

• Two-plus years’ customer service experience.
• Knowledge of membership databases (AMS or CRM systems) and familiarity with email marketing platforms.
• Excellent attention to detail, time management and organization skills.
• Ability to be a team player as well as work independently with minimal supervision.
• Strong interpersonal skills and ability to professionally communicate, both written and orally.
• Excellent data entry and proficiency in word processing, databases, and spreadsheet programs, including Microsoft Office suite.
• 2-year degree required, 4-year degree preferred.