Memebership Customer Support Coordinator

Oklahoma-State-University-Alumni-Association; Stillwater (OK); On-site; USD 40,000 - 55,000; Full time

Job summary

Oklahoma State University Alumni Association in Stillwater, OK seeks a Membership Customer Support Coordinator to manage member inquiries, process memberships, and support legacy fulfillment. The role focuses on accurate data handling and friendly, efficient service.

You will greet visitors at the Alumni Center, assist with events, update records in the database, manage communication preferences, and collaborate with the membership team to drive retention and growth.

Qualifications

• Bachelor's degree required.
• 1–3 years of customer service or administrative experience.
• Strong communication and problem-solving skills.

Responsibilities

• Serve as the customer service representative for membership questions.
• Greet visitors to the Alumni Center and provide information about campus landmarks and rooms.
• Assist with membership sales and fulfillment, and update constituent records in the database.
• Manage member communication preferences and update payments as requested.
• Maintain and support the Alumni Association's merchant discounts program and vendor relations.
• Provide data integrity support and reporting to leadership as needed.

Skills

Customer service

Administrative support

Verbal communication

Written communication

Conflict resolution

Salesforce experience

Education

Bachelor's degree

Tools

Salesforce

Anthology Web Platform

Microsoft Outlook

Microsoft Office Suite

Job description

Job Title: Membership Customer Support CoordinatorReports To: Director of Membership and Data IntegrityFLSA Classification: Non-ExemptNature of Work:The Membership Customer Support Coordinator has an essential role on the OSU Alumni Association's membership team and is dedicated to fostering strong ties between the University and its Alumni. This role supports the purpose and core values of the Alumni Association by facilitating responses to membership issues, assisting the membership team with member services, problem-solving, and fulfillment.The primary function of the position is to manage membership customer service, membership, and legacy fulfillment, and Ascend data needs as it relates to the oversight of data integrity. The position is also responsible for greeting and providing direction to visitors to the Alumni Center. This position is responsible for implementing process improvements to support membership acquisition, retention, and growth while providing excellent customer service to our members.Success in this role means that data is accurate, which allows members to move through the pipeline, and that the department is high performing regarding retention, revenue and operations.Responsibilities:Program SupportServe as the customer service representative for membership questionsGreet and assist people who have questions about the Alumni Center and the OSU Campus, as well as provide information services such as locating bricks outside the building, locating meeting rooms, and explaining where campus landmarks such as statues, labs, and research buildings are located.Assist with member service issues and determine the best solutions for satisfied membersAssist with the coordination and implementation of selling memberships, both alumni and studentMaintain the membership and legacy gift fulfillment processesSubmit updates for constituent records in the database to reflect current information, special requests, and legacy registrations/updates.Manage and submit member communication preferences in the alumni databaseUpdate membership payments in Stripe by members' requestManage and maintain the Alumni Association's merchant discount program by identifying alumni or business for merchant discount program and generating other ways to inspire and connect alumni. As well as serve as the main POC for vendors and ensure accuracy of online and app listings.Responsible for maintaining current Standards of Operations Procedures for the Membership teamProvide reporting on assigned areas to leadership upon requestServe as backup to the OSU Alumni Association Administrative AssistantManage and coordinate Random Acts of Membership Program and fulfillment Assist with Data import files as assigned for strong record tracking (event attendance, OSUAA purchases, prize winners, etc.)Assist with Alumni Association events as neededProcess incoming and returned mailManage Membership student workerPerform other duties as assignedOrganizational ServiceMaintain goals and objectives by providing membership and member servicesProvide excellent member service to all constituents inquiring about all Alumni Association programs and eventsWork with and provide guidance to student workersJob Competencies and Experience:EducationA bachelor's degree from an accredited college or university or an equivalent combination of education and experience is required.ExperienceOne to three years of customer service, administrative assistant or business experience.Skills:Basic computer skillsExcellent customer serviceExcellent verbal and written communication skillsStrong conflict resolution skillsSalesforce experience preferredCore Competencies:Effective Communication: Exhibits exceptional listening skills, and is transparent through open dialogue and informational sharingExecution & Initiative: Demonstrates a high level of initiative on assignments; expresses interest in achieving team success and contributing to overall goalsTeamwork & Interpersonal Skills: Builds and maintains strong internal working relationships that promote open and honest communicationProblem Solving & Judgement: Uses sound judgement to evaluate situations and make decisions based on a customer-centric focusAdaptability: Committed to continuous improvement; adapts to change, is open to new ideasEquipment Used:Multi-line telephoneDesktop computerLaptop computerMicrosoft OutlookCopier, fax, scannerMicrosoft Office SuiteSalesforce Platform Anthology Web PlatformWork Environment:The position is in an office setting within the OSU Alumni Center. Events and activities may be held outside, so there will be some outdoor exposure. Position requires availability to work nights and weekends as determined by event scheduling. Travel may be required in and out of state.Physical Demands:Position needs to move about inside the office to access file cabinets, office machinery, etc.Position needs to be able to transport parcels, packages, and other items short distances, and drive a vehicle to deliver and pick up materialPosition frequently communicates with staff, and must be able to exchange accurate informationFrequently move items weighing up to 50 poundsSpecial Condition for Employment: Successful completion of a background checkThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for each employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.