Membership Services Coordinator
Location: Arlington, VA
Type: Full Time
Min. Experience: Mid Level
Title: Membership Services Coordinator Date: May 2024
Department: Chapter Engagement & Membership FLSA Status: Non-exempt
Reports to: Sr. Director, Membership
Department: Chapter Engagement & Membership FLSA Status: Non-exempt
Reports to: Sr. Director, Membership
Summary
Membership Services Coordinator promotes the Association of Fundraising Professionals’ (AFP) membership by fulfilling member inquiries, answering member and non-member questions, processing memberships and providing high quality customer service and membership department support.Major Responsibilities
- Supports membership recruitment and retention implementation efforts
- Serves as the first point of contact between AFP and the members and general public.
- Serves as the Lead for the AFP membership mailbox
- Responds to general AFP e-mail/voicemail
- Responds to incoming phone calls and directs as appropriate
- Identifies and rectifies issues that may arise
- Supports the Membership department in delivering high quality customer service to member/non-members
- Ensures membership data integrity
- Updates information as needed
- Manages requests for membership information
- Forwards member and non-member requests to the appropriate staff member
- Resolves member issues and troubleshoots solutions
- Processes membership data
- Provides information about membership fees, policies, processes, benefits, products, and services to current and prospective members
- Actively listens to members and identifying their needs and helping solve their problem
- Supports maintenance of the rejected/declined credit card file; contacts the customer for resolution
- Supports the member installment payment program and other programs as assigned
Knowledge, Skills, and Abilities:
- Proficient in Windows and Microsoft Office
- Self-motivated and demonstrated ability to work autonomously
- Must demonstrate critical thinking skills
- Excellent oral and written communication
- Attention to detail, strong organization skills and ability to do careful and thorough work under pressure
- Must be a team player
- Service oriented with an ability to interact in a diplomatic and tactful way with members, public, and other staff
- Ability to learn and utilize new software applications as required
Education, Experience, and/or Training Requirements:
1 – 3 years customer service experience preferred. Experience using multiple communication platforms in a professional setting, such as CRM software (SalesForce specifically), online communities, email marketing systems, and/or Adobe Creative suite preferred.Effects on End Results:
Makes the first impression of the organization to members/non-members. Provides resolution to requests made which influences membership growth and satisfaction.Hybrid:
Must be able to commute to Arlington, VA two days a week. Work in office Tuesdays and Wednesdays. Work from home rest of week.
Salary Range:
$52,000 - $56,000
Benefits:
- Generous benefit program including medical, dental, vision, Life/AD&D, short and Long term disability, flexible spending account
- 401k - Match of 5%
- Employee Assistance (EAP) Program
- Travel Assistance Program
- Life Planning Financial and Legal Resources Program
- Free Parking
- Close to Metro
- Gym Membership
- Education assistance
- Casual dress code
- 10 vacation days/year.
- 12 sick days/year
- Work at office Tuesdays and Wednesdays. Work from home rest of week.
- AFP closes its office between Christmas and New Year’s each year
- Currently AFP closes its offices at noon on Friday throughout the year
- Monday through Thursday are 7-hour work days
