Primary customer service contact for member inquiries. Proficiency in iMIS and iMerge. Coordinate with off-site call center including phone coverage and training. Primary point of contact with accounting department on member- related issues. Responsible for working closely with IT department to manage iMIS data integrity, develop queries and troubleshoot data issues. Oversight of Council of Emeritus Members and Early Career Professional activities to include webinars and coordination of events at the annual meeting. Oversee Membership’s booth and assist with Membership events at the Annual Meeting. Primary point of contact with the accounting department. Primary lead for customer service to include 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. 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. Serve as primary point of contact for escalated calls. Collaborate with Accounting, IT, Conventions and other internal departments to research and resolve member issues. Primary point person for working with the accounting department on all member related issues. Primary point person to work with Affiliate Affairs on Affiliate dues invoices and collection and processing of payment. Manage the IMERGE software and maintains the multiple duplicates in the IMIS database. Assist Membership Marketing Manager with implementation of ECP activities. Utilize iMIS and online systems to test membership processes, identify technical issues and track solutions. Responsible for ensuring that all return mail to the Membership is corrected with updated address information or contact the member to get updated address information. Work with Component Services team to create rosters for sections, including the Committee on Membership. Responsible for providing volunteer leaders with member data and regular reports. 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).