1 hour

Member Services Customer Service Coordinator

Associations International
Lexington, KY 40507
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JOB DESCRIPTION


 


















Job Title: Customer Service Coordinator


FLSA Status: Non-Exempt


Department: Member Services


Classification: Professional

 
Supervises: N/A



 


The role of Customer Service Coordinator is critical to Associations International. The team is the heartbeat of each association and holds the responsibility of providing outstanding service to members around the world. Serving as the face of our client partners, Member Services employees have the opportunity to grow and drive initiatives for every organization.  


 


ESSENTIAL FUNCTIONS


 



  1. Responsible for providing the highest level of customer service to every association clients members with whom the individual comes in contact.

  2. It is required that all emails and phone calls should be returned within 24 hours, or same day when possible. If answers are not immediately available, respond to share an answer is being researched.

  3. Responsible for connecting with internal team members including those working for the core staff tied to a particular client. These connections should include communicating daily tasks and asking questions to clearly understand priorities and goals of the client to ensure full execution of member services team role.

  4. Responsible for understanding each client well enough to offer core staff team members, with the support of supervisor, when ideas for improvement on processes or growth suggestions are identified.

  5. Responsible for processing new and renewal dues for membership.

  6. Responsible for reviewing communication sent automatically through various systems and notifying team members if updates are necessary.

  7. Responsible for managing distribution of invoices and confirming confirmations are sent appropriately when required.  

  8. Responsible for creating and managing processes associated with invoices (membership or otherwise) being mailed/distributed for various associations including proofing details and coordination of logistics.  

  9. Responsible for managing conference and event registration processing including data entry and payments as submitted.

  10. Connect with core staff as needed to manage inventories managed through member services and fulfill requests as needed. (i.e. - labels, badge printing, ribbons, etc.)

  11. Responsible for creating and managing the process for printing, collating and fulfillment of event registrations.  

  12. Attend in-person (potential U.S. or International travel) or virtual events as part of the registration team as needed.  

  13. Other duties include switchboard operation and telemarketing as needed for member renewal, conference attendance and member recruiting.

  14. Responsible for understanding the general operations and functions of all clients within AI to fulfill and support all clients during peak seasons.

  15. Responsible for upkeep of Standard Operating Procedure (SOP) manual for client where the majority of time is spent.

  16. Perform other duties as assigned and requested by various clients.



     



REQUIRED SKILLS AND ABILITIES


 



  1. An undergraduate degree or combined education or related experience and a minimum of three years of customer service experience preferred.

  2. Excellent interpersonal skills to facilitate interaction with the workforce.

  3. Communicate effectively, verbally and in writing to a diverse audience.

  4. Plan, organize and prioritize work.

  5. Demonstrate the highest level of ethical behavior.

  6. Remain flexible in order to adapt to changes in work environment.

  7. Study and apply new information and take initiative.

  8. Excellent time-management, problem prevention and problem-solving skills.

  9. Work accurately with close attention to detail.

  10. Maintain confidentiality of sensitive information.

  11. Work effectively, professionally, and tactfully with AIs workforce, team leaders, senior staff, and outside companies.

  12. Possess a work ethic that includes neatness, punctuality, and accuracy.

  13. Exhibit a professional, businesslike appearance and demeanor.

  14. Strong computer skills, including standard Office 365 operating system (e-mail, spreadsheets, etc.)

  15. Available to travel when needed.



 


 


WORK ENVIRONMENT



  1. Ability to work in an office setting.

  2. Position may require extended hours including evenings and weekends, travel to multiple work sites and occasional out of town travel.



 

Categories

Posted: 2021-04-16 Expires: 2021-05-16

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Member Services Customer Service Coordinator

Associations International
Lexington, KY 40507

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