Member Experience Coordinator
Rockledge, FL, United States
Job Description
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Member Experience Coordinator
Be the association\xe2\x80\x99s first point of contact in assisting them with answers to questions, needs to their wants and overall grace and attentive customer service. This position is fast paced, dynamic, and will allow you to have a vast reach into the membership, events, and certification departments. No one day will be the same so if you are looking for a great opportunity with a 125-year-old association, this is the position for you. Growth opportunity for the right individual.
The member experience coordinator will report directly to the Director of Membership, Marketing and Services. The primary role of the coordinator will be to provide outstanding and timely customer service to our members and customers. The coordinator will provide support around membership recruitment, retention, and services efforts. For the annual forum and expo, support the team with registration, exhibitors, sponsors and be the point of contact for all questions around the conference. The coordinator will assist the certification team on administrative tasks as needed. This position requires 1-3 years\xe2\x80\x99 experience working with all Microsoft programs, computer skills, strong communication skills (phone, email, live chat bot), ability to work in a team, and attention to detail.
Responsibilities \xe2\x80\x93 Membership
Membership Operations
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Integrity of Data
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Accuracy of information -
Company roster management -
Collaborating with certification team on duplicate record management
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Process new membership applications
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Input data into association management software iMIS -
Verify correct member type -
Prepare and mail new member kits
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Process Annual Dues
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Collaborate with Director to ensure accurate records \xe2\x80\x93 multiple reports and data updating -
Working with Director and IT consultant, identify process improvements on an ongoing basis for better customer service and ease of use -
Manage the printing, stuffing and mailing of invoices and or postcard reminders -
Proactive outreach to company admins to assist with roster updating, reissuing new invoices, collection and then posting Public Agency and Sustaining Member invoices -
Posting Active and Associate payments and resolve over or under payments
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Coordinate with Volunteer Services Coordinator to update and produce Life Member dues invoices
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Customer Service
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Identify process improvements based on customer questions and feedback -
Manage all incoming membership questions or support
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Job Postings
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Upload current job postings to website -
Invoice as needed
Conference S upport
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Process registrations and payments
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Update and maintain registration records and counts -
Preparation of registration packets, badges, and other attendee materials -
Provide support to the team as needed -
Assist with management of exhibitor contracts and follow up
Responsibilities \xe2\x80\x93 All Departments
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Primary on phones -
Lead on online chat feature on website -
Track down bounced back emails -
Track down returned mail and resend
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Respond to general requests \xe2\x80\x93 take payment, unlock account, forgot password, another copy of invoice, update address
Qualifications:
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1-3 years working in a customer service role -
Ability to work with staff, volunteers and outside vendors
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Excellent communication skills (verbal and written) -
Ability to balance projects, workload, and deadlines, and see projects through to completion -
Proficiency in general computer and internet use, Microsoft Windows and Office
Candidate Qualities:
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Ability to provide superior customer service
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Highly organized and pays attention to detail -
Positive, patient, and team supportive attitude -
Ability to demonstrate flexibility as team or project needs dictate -
Problem-solving skills
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Job Detail
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Job IdJD4262630
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationRockledge, FL, United States
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EducationNot mentioned