Member Care Representative
Associate Director, Member Care
The Member Care unit serves as the front line of the **MEMBERS ONLY**SIGN UP NOW***. by interacting with Members and Donors who have questions regarding their benefits or records. The Representative responds to requests from Members, Volunteer Leadership and other staff entities for information and services regarding all **MEMBERS ONLY**SIGN UP NOW***. programs, researching issues which bear on the Membership records, and updating organizational files.
The Representative exchanges information and coordinates activities with the offices of Advancement, Finance, Information Technology, Digital Strategies, **MEMBERS ONLY**SIGN UP NOW***. Foundation, Outings, Sierra Magazine and Conservation as well as with other **MEMBERS ONLY**SIGN UP NOW***. staff to resolve member and donor information entry problems and to assure appropriate delivery of services for the member. The representative handles correspondence and telephone inquiries, answers questions around membership and donations, researches membership issues and updates member records. Additionally, the Member Care Rep will handle any customer service inquiries or issues with Adopt A Wild Animal, Online Store, Facebook, and Addup. The Member Care Rep will try to minimize member cancellation (regular or monthly donors) as well as work on cross-sell opportunities (i.e. highlight AWA program during the holiday season, etc.).
Researches and resolves inquiries from members, Club staff and volunteer leaders regarding membership or donor records.
Responds to a large volume of varied correspondence (by mail and email) from members, donors, the general public and/or volunteer leaders concerning member record issues/problems; identifies appropriate departments and/ individuals within the organization to respond to requests which fall outside the scope of Member Care.
Coordinates and integrates the information on individual donor and member records to assure that all Club systems have current information and that specific program applications are applied to the individual records.
Add and update member records in an effort to maintain and clean up member information across databases.
Enters, updates, modifies (corrects and cancels) membership and donor records, including preparation of refund requests, processing orders, updating addresses, coding records, etc.
Handle and respond to email inquiries; make changes to email preferences using the Salesforce database.
Monitors the flow of work to identify unusual trends or possible problems occurring in the communication with membership.
Actively participate in Voice of Member Initiative; share positive and negative trends from **MEMBERS ONLY**SIGN UP NOW***. members and Champions and partners with Associate Director, Member Care and Deputy Chief Advancement Officer. Share VOM trends and experiences in weekly Member Care meeting
Works with team to maximize member retention/minimize cancels and to generate revenue through 'soft' cross-asks with members on phone or via email
Provides fulfillment services on a project basis and for development programs including the processing of returned premiums/products.
Maintains office records including routing, filing and photocopying or correspondence.
Researches and prepares special projects and reports, using various word processing and spreadsheet applications.
Acts as receptionist, greeting and directing visitors to the national headquarters office. Accepts incoming parcels and notifies staff. Uses the AgilQuest Reservation System to schedule interns and guests, as well as locate staff..
Performs miscellaneous duties as required.
Knowledge & Skills:
2 years office experience including record keeping, data entry, Salesforce and PC experience with word processing and/or spreadsheet applications.
Fluency in Spanish and English required.
Demonstrated ability to work as part of a collaborating team to identify and solve problems.
Demonstrated ability to work independently, set priorities, and resolve routine business problems in a customer service setting.
Demonstrated ability to manage large volumes of diverse and detailed information.
Strong written and oral communication skills.
This position is represented by a collective bargaining unit and is subject to the terms and conditions of the contract between **MEMBERS ONLY**SIGN UP NOW***. and Sierra Employee Alliance.
The **MEMBERS ONLY**SIGN UP NOW***. offers competitive salary package commensurate with skills and experience plus excellent benefits that include medical, dental, and vision coverage, and a retirement savings 401(k) plan.
This is a category 8 non-exempt position.
**MEMBERS ONLY**SIGN UP NOW***. is a 501(c)(4) non-profit organization. **MEMBERS ONLY**SIGN UP NOW***. employees are not eligible to participate in the Federal Public Service Loan Forgiveness (PSLF) Program.
**MEMBERS ONLY**SIGN UP NOW***. does not sponsor H1B visas.
The **MEMBERS ONLY**SIGN UP NOW***. is an equal opportunity employer committed to workforce diversity.
Explore, enjoy and protect the planet.
*If you are applying for more than one position with us, please attach your job-specific cover letters in the 'Attachments' section.
Position Type: Full-Time Permanent
Years of Experience Required: