Member Services Coordinator

EPIP; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

A leading organization focused on grantmaking is seeking a Member Services Coordinator. This role involves providing exceptional customer service to members, maintaining the membership database, and supporting the team’s operational needs. The ideal candidate will have experience in customer service and a keen attention to detail, along with the ability to work independently and collaboratively. Join a passionate team dedicated to enhancing the skills of professionals in the field of grantmaking.

Qualifications

• Minimum of 3 years’ experience in customer service at a membership association.
• Intermediate proficiency with M365 applications.
• Experience with membership databases required.

Responsibilities

• Deliver quality customer service and support to members.
• Maintain membership database and ensure accuracy.
• Provide logistical support for meetings and events.

Skills

Customer Service

Attention to Detail

Communication

Flexibility

Tools

M365 Applications

Association Management Software

Collaborative Software

Job description

PEAK Grantmaking is a vibrant, member-led community of more than 7,500 professionals who specialize in grants management for funding organizations. We elevate the expertise of grants management professionals and foster their collaboration to strengthen the practice of grantmaking. We enable philanthropy to achieve its full potential to fuel change for good. We are the only organization dedicated solely to advancing the “how” of grantmaking. PEAK improves how grants get made by building experts in grants management and equipping them with the most effective practices to implement in their grantmaking organizations. When grantmaking practices are at their “peak,” more resources are focused on mission over administration for both grantmakers and grantseekers, leading to greater impact for the causes and communities served.

ABOUT THE POSITION

The Member Services Coordinator delivers quality customer service to PEAK Grantmaking

members and supports the daily activities and operations of the Membership and Community

Engagement (MCE) Team. The Member Services Coordinator communicates directly with

members to ensure PEAK delivers a high-quality experience in line with its mission and growth

strategy and works diligently to resolve member issues. The Member Services Coordinator also

ensures all records in the membership database are up to date and provides vital administrative

support for reporting, events, and more.

The Member Services Coordinator reports to the Senior Membership Manager.

Duties, Responsibilities, and Authority Key duties and responsibilities:

Customer Service

Promptly and efficiently handle member and customer questions, concerns, and requests for information via phone and email

Build positive relationships with PEAK members

Coordinate with staff across the organization to resolve member issues promptly and positively Member Retention and Engagement

Qualify prospects, process new member applications, and welcome new individual members in a timely and accurate manner

Maintain understanding of PEAK’s mission, programs, and offerings to communicate this information to existing and potential members

Post events (chapter meetings, workshops, convening, webinars, etc.) in the member database to run registration; provide updates on registration to staff and volunteers as needed

Generate monthly membership and financial reports

Generate monthly chapter and peer group rosters

Database Administration and Maintenance

Become an expert-level user of our membership database and member community software

Ensure data is up to date and accurate by updating records/profiles and membership information, and confirming quarterly data on new memberships, billing, and status changes

Process sales and refund transactions for individual contributions, convening registrations, and other product orders

Identify inconsistent transactions and work with the Senior Membership Manager and/or the COO to resolve issues

Perform routine audits of the membership database and follow up on inconsistencies, missing member information, or updates to contact information

Manage email bounce-backs and canceled member records

Maintain and enhance the MCE Team’s standard operating procedures (SOPs); with the Senior Membership Manager, train and coordinate with staff across the organization to ensure SOP adoption and functionality

Working with the Senior Community Engagement Manager, annually and on an ongoing basis, input and maintain update-to-date volunteer lists in the member database

Input and maintain up-to-date chapter and peer group membership affiliations in the member database

Administrative support

Provide logistical and planning support for PEAK meetings

Incorporate equity and inclusion principles into work assignments and team efforts, and work to build personal knowledge and experience in these areas

Requirements and Qualifications

Minimum of 3 years’ proven experience and demonstrated success in a customer service oriented role at a membership association

Minimum of 3 years’ proven experience working regularly with an association management software/membership database

Intermediate proficiency using M365 applications (Outlook, Word, Excel, PowerPoint, SharePoint, and Teams)

Experience and proficiency in using collaborative software like Dropbox, Zoom, and Slack

Ability to work remotely and engage with a virtual team, as well as work collaboratively and independently on assigned responsibilities

Strong attention to detail, and a high level of customer service skills

Ability to be flexible, resourceful, innovate, and self-motivated

Commitment to PEAK’s goals and strategy, and the ability and willingness to adapt as those goals evolve Approach work assignments with an equity lens, and work to build personal knowledge and experience in this area

Ability to handle multiple tasks and proactively communicate about timeline changes as priorities shift, as well as coordinate with supervisor to manage assigned projects

Ability to travel is required; travel for this position could include attending the annual convening, staff retreats, board meetings, and member events

Kevin Perez published this page in Job Board 1 year ago