Membership Associate

Job Description

Job Description

Job Summary:

Provide an exceptional customer service experience via phone, online and in person. Lead membership administrative efforts including, but not limited to, membership sales, daily data processes, renewal efforts (ex: direct mail) and weekly onsite fulfillment. Assist with membership events, sales promotions and other efforts that support the organization’s mission.

Essential Functions:

• Serve as primary communicator with current and prospective members through phone and email
• Complete weekly/bi-weekly fulfillment processes by printing and mailing membership, Adopt-an-Animal and Sea Turtle Guardian materials
• Enter complete and thorough data in customer relationship management (CRM), Altru by Blackbaud, following organizational guidelines and processes
• Lead ongoing CRM data review and accuracy checks at least three days each week to ensure data integrity
• Complete monthly operational processes (ex: mail house, downgrade, application scanning, Angelfish, vouchers, and rejected credit card follow ups)
• Follow up with members for missing information
• Efficiently verify, build and sell Angelfish memberships to families that qualify
• Proactively maintain inventory of membership materials
• Resolve membership customer service issues
• Collaborate and maintain strong relationships with other internal teams

Other Duties and Responsibilities:

• Occasionally serve as reliable back-up for member programs
• Attend Guest Services, Marketing Team and other meetings
• Contribute creative ideas to and schedule content within member social media posts and other engagement efforts
• Perform general administrative tasks and other projects as assigned
• Provide operational support for weekly Omatic data integration processes

Knowledge, Skills, and Abilities:

• Excellent customer service and communication skills – via phone, online and in person
• Detail oriented, organized, dependable and accountable
• Strong problem-solving skills and ability to exercise independent judgment in completing tasks, prioritizing, and meeting deadlines
• Strong, driven work-ethic
• Support positive team morale and organizational culture
• Proficiency in Microsoft Office
• Experience in a customer relationship management database or ticketing software preferred

Education and Experience Required:

• High school diploma or GED required
• Bachelor’s degree in education, business, communications, marketing or related field; or 1-2 years' experience in a related field desired

Licenses and Certifications Required:

• Valid Driver’s License

Physical Requirements:

Requires average walking, standing, bending, stooping, crouching, sitting, kneeling, balancing, pushing and pulling, crawling, climbing ladders, computer and phone tasks in a normal office environment.

Working Conditions:

Monday-Friday typical schedule. Occasional weekend work to support departmental promotions and relations (ex: Cyber Weekend, First Day Festival) and evening work during member events (ex: Fish or Treat, Volunteer Appreciation Night, Sea Turtle Guardian Spring Social).