NAfME, the organization that serves and supports music educators and school music programs, is looking for a member services representative to assist music teachers when they need help from their national association. If you have a skill for helping people, a drive to provide exemplary service, some experience in customer support and database maintenance, and a desire to work in an enjoyable, mission-driven atmosphere, this could be the position for you! Please submit a cover letter outlining what you can bring to NAfME and your salary requirement with your resume. Applications lacking a cover letter will not be considered. NAfME is located in northern Virginia; this position requires onsite staffing.
The Member Services Representative interacts and engages with members, customers, and prospects, providing a high-quality experience, is knowledgeable of all NAfME products, services, and technology platforms. The primary strategic function of the position is to provide superior member service that supports campaigns to increase membership in existing and new categories.
As a primary function, the Member Services Representative assists with membership recruitment and renewal campaigns and supports all daily activities and operations of the Membership Service department, including database processing and entering mailed in membership payments and orders. The position assists members and customers with inquiries including customer service technology support.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Qualify prospects, process new member applications and renewals, and enter dues payments in a timely and accurate manner.
Promptly and efficiently handle member and customer questions, concerns, and requests for information via phone and email. These may include assisting with technology issues related to the NAfME Website and database.
Ensure data integrity by updating records/profiles, upgrading membership information, and analyzing quarterly data on new memberships, billing, and status changes.
Process member orders submitted via phone or website across NAfME’s business lines to include memberships, Tri-M applications, Tri-M orders, event registrations and merchandise orders.
Process credits in Paypal for returns and refunds.
Research payments for inquiring members and customers.
Manage email bouncebacks and canceled member records and update the database accordingly.
Enter prospects and assist with recruitment activities related to the growth campaigns.
Proactive outreach to members (expired memberships, upcoming events, updates to contact information, etc.) to support renewal and registration efforts.
Other duties as assigned.
ABILITIES, KNOWLEDGE and SKILLS
Inbound and outbound call center experience.
Solid understanding of the role of relationship building and maintenance in a successful membership recruitment/retention operation.
Database/data entry experience and working knowledge of association management systems. Knowledge of Customer Relationship Management system (CRM), particularly Salesforce/Fonteva, preferred.
Ability to apply database skills to outbound marketing initiatives.
Database and spreadsheet experience including but not limited to invoicing, data, query and report management.
An unparalleled commitment to member service and quality customer service principles.
Strong attention to detail, problem solving, self-motivation, superior customer service skills, and strong oral and written communications skills.
Discretion and sound judgment on setting and adjusting priorities is required.
Flexibility to respond positively to competing priorities.
Work approach that is high energy, professional, articulate, positive, responsible, dependable and self-motivated.
Ability to work in a fast-paced environment, attention to detail, flexibility, and the ability to work effectively within a small team are essential.
Ability to work collaboratively, but independently, on assigned responsibilities.
Ability to handle multiple tasks, projects, and priorities effectively and professionally.
Proficiency in Microsoft Outlook, Word, Excel and Power Point.
Ability to respond to common inquiries or complaints from members, stakeholders, and staff.
Ability to effectively present information, written and verbal, to members and prospective members.
Command of American English.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rates and percentages.
The ability to analyze information and solve problems on a complex thought-based level. Ability to absorb specific professional information pertaining to individual members and member-prospects, to connect same with products and services offered by NAfME, and present a factual and attractive concept of how those products/services can help meet member professional needs.
Ability to utilize virtual meeting software and participate in meetings with both in-person and remote employees.
Familiarity with Microsoft Dynamics CRM.
EDUCATION AND/OR EXPERIENCE
Bachelor’s degree or equivalent experience required.
Minimum of 1 year work experience in member services or customer service.
CERTIFICATES, LICENSES, REGISTRATIONS
Ability to sit and stand for extensive periods of time.
Work ordinarily performed in a standard office environment.
This description contains the facts necessary to describe this position in general terms and distinguish it from other positions within NAFME. It is not intended as a detailed description of each duty associated with a specific departmental assignment.