Member Services Specialist II - American Public Health Association : Job Details

Overview

Primary customer service contact for member inquiries. The individual supports membership retention and engagement goals by personalizing the membership experience with additional touch points. They will assist the Membership Director and Senior Membership Marketing Manager with Early Career Professionals, the Student Bulk program, and new initiatives. Staff liaison to Conference of Emeritus Members; organizes conference calls and coordination of events at the annual meeting.

Responsibilities

Primary lead for managing inbound/outbound member calls and emails. Resolve inquiries within the department's established turnaround time providing quality service to external and internal customers. Manage the Schools and Programs of Public Health membership bulk program. Respond to inquiries, create invoice with accounting for schools to pay dues and monitor data entry of students with IT and ensures the overall process is completed. Send out and process renewals and changes on annual basis. Organize semi-annual welcome webinar to student. Prepare monthly membership dashboard report and summarize findings to staff and executive board. Coordinate bi-monthly new member webinars on Zoom. Schedule dates with Executive Director, Associate Ex. Dir., volunteer leadership and staff to present on webinars along with updating power point presentation. Manage Q&A during webinar. Working knowledge of online community platform APHA LEAD to assist members and add engagement post 2-3 times a week. 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. 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. Administer monthly renewal invoice process both online and offline under the supervision of the Senior Membership Marketing Manager. Assist manager with data files in iMIS and Informz. Liaise with vendor (Tray) to ensure accuracy and quality of mailings. Manage the agency renewal invoice processing and general questions under the supervision of the Senior Membership Marketing Manager. Serve as staff liaison to the Conference of Emeritus Members. Support 40-Year Emeritus Members in conjunction with Membership Director. Maintain member roster and corresponding communications and files. Prepare yearly certificates, letters and notice of free annual meeting registration. Partner with other staff members in the membership department to manage workload and special projects. Perform other related professional duties as assigned.

Qualifications

Bachelor's degree and 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 (i.e. iMIS and Informz). Ability to manage multiple simultaneous projects. Excellent oral and written communication skills. Must be willing to work after business hours, including weekends and travel to staff APHA related meetings. Travel to the APHA Annual Meeting is required. Ability to lift and/or move up to 25lbs.

Position is based in downtown DC near several metro stations. Hybrid work environment.

Hours: 35 hours a week, full-time, Monday - Friday (daytime). Number of openings: 1.

Applicants who meet the requirements and are interested in being considered for this position should submit the following information at:

* Cover letter;

* Resume;

* A writing sample;

* Salary requirement;

* At least 2 supervisory references and 1 professional reference (name, title, company name and phone number and email).

Vaccination Policy: New Hires and Employees must adhere to APHA COVID-19 Vaccination Mandate Policy.

CLOSING DATE: Open Until Filled

GRADE: 5 - nonexempt

SALARY RANGE: Mid to high-50's (salary commensurate with experience & job role). APHA offers a competitive salary and excellent benefits.

EEO/AA/VETS/DISABILITY. APHA is strongly and actively committed to diversity in its workplace.