Membership Associate

Job Title

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).