Membership Service Specialist

Overview

We are seeking an experienced and enthusiastic customer service individual to serve our member and non-member customers, providing them information and processing their transactions in a timely and accurate manner.

Job Responsibilities:

1. Membership Services

• Answers telephone calls and provides professional, prompt, courteous, complete service.
• Regularly makes contact with prospective members via phone and email to answer questions and encourage membership.
• Provides equal service with respect to email and other communications with the Association.  Routes incoming call to Association staff.
• Serves as an expert, via phone and email, for navigation and use of EdTA’s website.  Requires developing expert level knowledge of all areas and content of the website.
• Consults daily as an expert-level source for membership and troupe management assistance via phone and email.  Requires extensive knowledge of policies, guidelines, handbooks, and Association activities.
• Accurately and promptly enters dues, accounts receivable, and other transactions to the association management software modules.
• Reviews web transactions submitted to the Association website.
• Maintains association database and records according to established procedures and standards.  Includes creating and updating records, record management, contact and activity recording, filing, etc.
• Responsible for customer journey map maintenance.
• Supports membership fulfillment coordination (printing of cards, certificates, etc.) with outsourcing vendor partners.
• Assists with billing, mailings, information requests, etc.
• Responsible for checking, monitoring, maintaining, and clearing the Association’s automated telephone system.
• May assist in running billing processes.

2. Special Projects

• May assist with phone calls from/to members with past due accounts.
• May serve as the liaison with trophy and apparel vendors; troubleshoots order issues.
• Performs alumni searches and maintains distinguished alumni list.
• Posts financial batches in the AMS processed by Service Center and other staff.

Skills/Specialized Knowledge/Abilities:

• Strong customer service skills, including experience in a service center environment.
• Must be a “people person” with strong service drive.
• Strong organization, multi-tasking and time management skills required.
• Excellent communication skills, both oral and written.
• Ability to maintain confident authority while demonstrating courtesy and tact.
• Enjoy problem-solving through “detective work”, often under time constraints.
• Keen attention to detail and a high level of data accuracy in all work.
• Proficient in using Microsoft Office Suite and various web browsers. Experience using Project Management software such as Asana, Basecamp or Wrike, and experience using Association Management System (AMS) software, specifically Salesforce-based, are a plus.
• Must be comfortable learning and incorporating new technology into the workflow.
• Interest in theatre or the arts is preferred.

Pay Rate: $20 – $22 per hour