Member Services Representative
My HR Partner
- Bethlehem, PA
- Permanent
- Full-time
- Monitor and respond to members and prospective member inquiries by telephone, e-mail, and web chat. Develop customized information responses and perform active follow-up to ensure the conversion of the prospects into members.
- Advise members/nonmembers on products, services, and programs to meet their individual needs.
- Process sales transactions which include but are not limited to membership orders.
- Perform regular data maintenance in our membership database. This may include (but not limited to) changes to member status, verifying information, account merges, company profile checks, invoice creation/deletion, transaction updates, and on-demand receipts.
- Conduct outreach and sales calls for new, current, lapsed, and prospective members.
- Responsible for creating membership renewal invoices and distributing them via email.
- Deliver virtual member benefits overviews (orientation) for individuals (member, non-member) and organizations.
- Ability to troubleshoot basic technical issues that members may encounter with website, transitions, registration, etc.
- Comprehensively test new features and processes (website and database) and provide necessary input.
- Interpret member feedback, identify trends, and share findings with Member Services Manager.
- Utilize third party online tools to retrieve information for our member database to ensure the accuracy of our research data and online directories.
- Review Jobwire listings to ensure that contributions remain within posting guidelines.
- Provide assistance to other areas of the Association whenever help is needed.
- Serve as backup for organizational phone tree.
- Coordinate and execute special projects as needed.
- Other duties as assigned.
- An Associate Degree along with 1-3 years of relevant professional experience.
- Experience with Microsoft Office applications, member databases, and virtual meeting tools is helpful and preferred.
- Excellent listening, presentation, and verbal and written communication.
- Strong basic data analytic skills.
- Strong attention to detail, organization, critical thinking, and time management skills.
- Solid multi- tasking skills for prioritizing and performing duties.
- Strong customer service skills which include extensive phone contact with existing and potential members.
- Capability of analyzing processes and make suggestions for improvement.
- Ability to work independently yet function positively within a team in a remote setting.
- Knowledge of NACE membership benefits, products, services, and policies.
- Sales background is beneficial.
- Ability to travel to the NACE Conference & Expo and staff retreats, as needed.