Primary customer service contact for member inquiries managing inbound/outbound member calls and emails;
Resolve all inquiries within the department’s established turnaround time providing quality service to external and internal customers. Coordinate with off-site call center including managing coverage and training;
Troubleshoot membership issues with Accounting, IT, Conventions and other internal departments;
Proficiency in Customer Relationship Management systems (preferably iMIS);
Maintain iMIS records for all member types as well as prospects. Ensure high standard of data integrity taking necessary steps to clean-up data, both in an individual record and with large data administration and maintenance projects;
Manage and remove duplicate member entries (IMERGE software) in database;
Responsible for working closely with IT department to manage iMIS data integrity, develop queries and troubleshoot data issues;
Test membership processes, identify technical issues and track solutions with member database and online systems;
Provide assistance with committees and members including sending rosters, managing webinars and coordinating booth events and activities at the annual meeting;
Create dues invoices, collection and processing of payment for state affiliates;
Ensure all return mail is corrected with updated address information with member follow-up as needed;
Perform other related professional duties as assigned.
Bachelor’s degree, 2-4 years membership/customer service experience preferably in a professional membership association. Strong commitment to providing quality customer service to all internal and external audiences. Competence in all MS Office tools and database management experience (preferably iMIS and Informz) is required. Ability to manage multiple simultaneous projects. Excellent verbal and written communication skills.
Position is based in downtown DC near several metro stations.
Hours: 35 hours a week, full-time, Mon- Fri. (daytime). Number of openings: 1.
Applicants who meet the requirements and are interested in being considered for this position should upload the following information:
A writing sample;
At least 2 supervisory references and 1 professional reference (name, title, company name and phone number and email).