Member Services CoordinatorPEAK Grantmaking - Telecommute • New York, New York, United States
Member Services Coordinator
PEAK Grantmaking - Telecommute
- New York, New York, United States
- New York, New York, United States
À propos
ABOUT THE POSITION The Member Services Coordinator delivers quality customer service to PEAK Grantmaking members and supports the daily activities and operations of the Membership and Community Engagement (MCE) Team. The Member Services Coordinator communicates directly with members to ensure PEAK delivers a high-quality experience in line with its mission and growth strategy and works diligently to resolve member issues. The Member Services Coordinator also ensures all records in the membership database are up to date and provides vital administrative support for reporting, events, and more.
The Member Services Coordinator reports to the Senior Membership Manager.
Duties, Responsibilities, and Authority Key duties and responsibilities:
Customer Service
Promptly and efficiently handle member and customer questions, concerns, and requests for information via phone and email
Build positive relationships with PEAK members
Coordinate with staff across the organization to resolve member issues promptly and positively Member Retention and Engagement
Qualify prospects, process new member applications, and welcome new individual members in a timely and accurate manner
Maintain understanding of PEAK’s mission, programs, and offerings to communicate this information to existing and potential members
Post events (chapter meetings, workshops, convening, webinars, etc.) in the member database to run registration; provide updates on registration to staff and volunteers as needed
Generate monthly membership and financial reports
Generate monthly chapter and peer group rosters
Database Administration and Maintenance
Become an expert-level user of our membership database and member community software
Ensure data is up to date and accurate by updating records/profiles and membership information, and confirming quarterly data on new memberships, billing, and status changes
Process sales and refund transactions for individual contributions, convening registrations, and other product orders
Identify inconsistent transactions and work with the Senior Membership Manager and/or the COO to resolve issues
Perform routine audits of the membership database and follow up on inconsistencies, missing member information, or updates to contact information
Manage email bounce-backs and canceled member records
Maintain and enhance the MCE Team’s standard operating procedures (SOPs); with the Senior Membership Manager, train and coordinate with staff across the organization to ensure SOP adoption and functionality
Working with the Senior Community Engagement Manager, annually and on an ongoing basis, input and maintain update-to-date volunteer lists in the member database
Input and maintain up-to-date chapter and peer group membership affiliations in the member database
Administrative support
Provide logistical and planning support for PEAK meetings
Incorporate equity and inclusion principles into work assignments and team efforts, and work to build personal knowledge and experience in these areas
Requirements and Qualifications
Minimum of 3 years’ proven experience and demonstrated success in a customer service oriented role at a membership association
Minimum of 3 years’ proven experience working regularly with an association management software/membership database
Intermediate proficiency using M365 applications (Outlook, Word, Excel, PowerPoint, SharePoint, and Teams)
Experience and proficiency in using collaborative software like Dropbox, Zoom, and Slack
Ability to work remotely and engage with a virtual team, as well as work collaboratively and independently on assigned responsibilities
Strong attention to detail, and a high level of customer service skills
Ability to be flexible, resourceful, innovate, and self-motivated
Commitment to PEAK’s goals and strategy, and the ability and willingness to adapt as those goals evolve Approach work assignments with an equity lens, and work to build personal knowledge and experience in this area
Ability to handle multiple tasks and proactively communicate about timeline changes as priorities shift, as well as coordinate with supervisor to manage assigned projects
Ability to travel is required; travel for this position could include attending the annual convening, staff retreats, board meetings, and member events
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Compétences linguistiques
- English
Avis aux utilisateurs
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