Coordinator, Member Services
We are the oldest and largest global professional membership organization representing the field of endocrinology. Our members come from 122 countries, with 40 percent living outside the United States. We are unique in that our members are not only on the frontier of breakthrough research discoveries, but they also apply this knowledge in the treatment of patients with hundreds of debilitating hormone-related diseases and conditions.
We are looking for a Member Services Coordinator to play a key role in the delivery of superior member and customer service. Member Services staff are the first line of support for Society members/customers and a positive attitude and genuine desire to assist others is essential. Through cross-functional collaboration, the Member Services team serves as a resource for other departments by providing insightful business intelligence collected from member and customer interactions.
What you’ll bring to the job:
- Strong interpersonal and customer service skills (positive attitude, friendly, courteous and helpful).
- Ability to work in a fast-paced team environment.
- Strong verbal and written communication skills (excellent grammar, voice, and diction).
- Strong organization and data entry skills.
- Impeccable attention to detail.
- Ability to work collaboratively and independently on assigned responsibilities.
- Strong independent problem-solving skills and initiative.
- Ability to prioritize multiple tasks, meet deadlines and work well under pressure.
- Minimum of Associate’s degree or equivalent experience required.
- 3 years of office experience required; non-profit experience a plus. Experience processing financial transactions preferred.
- Proficient in MS Word, Excel and Outlook.
- Proficient in AMS software, netFORUM preferred.
- Occasional travel and weekend work.
- Fluency in Spanish helpful.
We believe in and empower our staff. We know that with our investment in their growth, they have an even greater potential to contribute to our organization. Our core values embody the character and culture of our staff – they guide our decision making, interactions and how we serve our members. As an organization, we are committed to: demonstrating responsible stewardship, treating one another with trust and mutual respect, supporting work life balance, sustaining an inclusive environment, and fostering an environment that encompasses communication, service, collaboration, results & innovation.
What you’ll own:
- Handles customer email, telephone and written inquires in a professional and friendly manner. Provides timely feedback to supervisor regarding any repetitive customer service concerns and any technical or support problems.
- Validates issues and conveys the details to the appropriate staff person in a clear and concise manner.
- Remains well versed on the procedures and business rules of the department and the Society, and extremely knowledgeable about the products and services processed by Member Services.
- Demonstrates expert knowledge of Society products and services so cross-selling recommendations can be effectuated to meet member/customer needs.
- Handles patient phone calls and patient education fulfillment for the Hormone Health Network.
- Maintains knowledge of all current patient education materials and provides appropriate resources in a prompt and professional manner.
Provide Technical and Online Support to Society Members and Customers
- Provides real-time support via phone, email or online chat.
- Assists members, as needed in accessing their online journals and logging into the Society’s Member’s Only Web site.
- Assists members in registering for a meeting, submitting an abstract, or purchasing a product through the Society’s website and 3rd party vendors.
- Demonstrates in-depth knowledge of the Society’s Learning Management System (LMS) and how it interacts with accrediting boards.
- Processes payments and/or refunds for all Society purchases, including annual membership dues renewals, journal subscriptions, product and book orders, meeting registrations, donations, and any other payments which run through the Society’s Association Management System (AMS)/database.
- Generates single invoices and receipts at the request of Society members and customers, or as defined by established department procedures.
- Accurately inputs new or modifies existing address and demographic data into the Society’s database. Assists with routine cleanup to ensure database accuracy.
- Cleanup Reports – In addition to helping with the general cleanup reports, each Staff Member has their own cleanup reports specific to their focus areas. The Coordinator will be responsible for running reports and facilitating appropriate data cleanup, as defined by department procedures.
- Coordinates with the appropriate staff members on product inventory.
- Assists with the processing of new membership applications and changes to membership statuses.
- Demonstrates proficiency in all aspects of Society membership eligibility and criteria.
- Supports the accuracy of inputting and tracking all member related participation in the Society’s AMS (netFORUM).
- Processes subscription claims for missing journals per the department’s established procedures.
What you’ll do well:
- Recognize and respect the value of individual differences at all levels of the organization. Seek information from others who have different personalities, backgrounds, and styles. Include them in decision-making and problem solving. Make it easy for others to feel valuable. Communicate and cooperate with others who have a diversity of cultural and demographic backgrounds.
- Work cooperatively with others to achieve common goals. Effectively work and complete assignments in group settings by listening and responding appropriately to other team members, offering support, conferring with team members about their concerns, expressing disagreement constructively and working towards solutions that all team members can support.
- Be relied upon to ensure that projects within areas of responsibility are completed in a timely manner. Monitor programs and/or activities and take corrective action when necessary.
- Develop and maintain strong relationships with members by listening, understanding and responding to identified needs. Respond to member/leadership/community needs; actively promote positive relationships with the membership and other groups (committees, leadership, stakeholders, etc.). Exhibit high level of customer service and identify ways to improve service procedures/levels within own position. Respond and follow-through on internal and external requests.
- Identify and deal with issues proactively and persistently; seize opportunities that arise. Identify what needs to be done and take action before being asked or required. Do more than what is normally required in a situation. Seek out others involved in a situation to learn their perspectives. Take independent action to change the direction of events.
- Effectively communicate ideas, thoughts and facts in writing. Demonstrate ability in using correct grammar, punctuation, spelling and sentence structure. Organize written ideas clearly. Tailor written communication to effectively reach audience. Express ideas clearly and concisely in writing.
- Interact and communicate with individuals at all levels of the organization. Plan and organize tasks to achieve objectives. Organize in sequential and/or logical order in preparation for accomplishing an objective. Knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (Microsoft Office Products, AMS).
What you’ll get out of it:
- Working with a staff that has passion for our mission, believes in one another and has fun.
- The chance to work in an environment that empowers staff to take informed risks and create new programs and services.
- A chance to make a contribution in a fun job with room to make it your own.
- A strong and competitive salary and benefits package that focuses on your well-being and financial health.
Endocrine Society offers a convenient downtown DC location within walking distance of Farragut North/Farragut West and Foggy Bottom Metro stations. Qualified candidates interested in a purposeful work environment, competitive salaries and excellent benefits, including a generous TIAA- CREF retirement plan with 10% employer contribution, submit resume and cover letter with salary requirements.
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