Specialist, Member Services – Part Time

ROME GROUP; Missouri; On-site; USD 21,000 - 34,000; Part time

Benefits offered by this job

Partial Paid Holidays

Paid Time Off

401k Match

Job summary

The American Association of Orthodontists (AAO) seeks a Specialist, Member Services for a part-time role (Mon-Fri 9:00am-2:00pm). You’ll respond to member inquiries, process memberships and dues, and support member programs from our office in Missouri.

Strong communication and data entry skills are essential to ensure accurate records and a courteous member experience. Primary duties include call/email/chat handling, upgrading membership records in the AMS, and assisting at events or mailings as

Qualifications

• High school diploma or equivalent; Associate degree preferred.
• 3+ years in a customer service/relations role with clerical and project management responsibilities.

Responsibilities

• Answer and route member inquiries via call center software.
• Record orders, dues payments and other transactions in the AMS.
• Process membership applications and updates to member records.
• Support renewal campaigns and personalized member outreach.
• Staff the member services booth at AAO events.
• Assemble packets and certificates for mailings and greet visitors.

Skills

Microsoft Office

Customer service

Communication

Time management

Discretion and ethics

Education

High school diploma or equivalent

Associate degree preferred

Tools

Association management system (AMS) / CRM

Call center software

Job description

Specialist, Member Services - Part Time

Department: Membership

FLSA Non-Exempt

Status: Part-Time (Monday-Friday, 9:00am-2:00pm)

Reports to: Manager, Membership

About AAO:

The AAO is a professional association of educationally qualified orthodontic specialists dedicated to ethically advancing the art and science of orthodontics, improving the health of the public by promoting quality orthodontic care, and supporting the practice of orthodontics. The AAO is comprised of more than 19,000 members in the United States, Canada and abroad. The specialty of orthodontics is the oldest and largest dental specialty recognized by the American Dental Association.

Position Summary:

The Specialist, Member Services position plays an integral role in the success and satisfaction of AAO members by providing prompt, efficient and reliable service in response to membership inquiries. Delivering a courteous and professional experience is critical in this role that frequently establishes first and lasting impressions for prospective and current members, as well as other stakeholders. Additional administrative support contributes to the success of AAO member programs and operations.

Essential Functions:

• Member inquiries:
  • Answer and route member phone calls, emails and chats from within the association's call center software.
  • Document member inquiry types within the call center software for data tracking.
  • Document notes regarding member conversations within member records for historical reference.
• Membership processing:
  • Record orders, dues payments and other financial transactions accurately within the association management system.
  • Process membership applications promptly and accurately.
  • Complete member and contact record updates within the association management system to ensure data cleanliness and integrity.
• Member outreach:
  • Support the membership renewal campaign annually by contacting non-renewed members to encourage their continued participation.
  • Conduct additional personalized outreach to current and prospective members at scheduled times during the membership lifecycle.
• Event staffing:
  • Staff the member services booth at AAO Annual Session and other events as needed.
• Additional program and administrative support:
  • Assemble and process packets for membership mailings.
  • Assemble membership certificates for mailings.
  • Greet and direct AAO office visitors as needed.
  • Complete other duties as assigned.

Education and/or Experience:

• High school diploma or equivalent. Associate degree preferred.
• 3+ years of experience in a customer service/relations role with responsibilities for clerical and administrative functions and project management.

Knowledge, Skills and Abilities:

• Microsoft Office Suite skills are at an intermediate level.
• Ability to learn new systems and processes quickly and retain information.
• Strong interpersonal and customer service skills.
• Excellent communication and writing skills.
• Ability to manage time well and manage multiple projects.
• Ability to exercise discretion and good judgment regarding confidential information.
• Ability to demonstrate high level of honesty, integrity and ethical behavior.
• Experience with an association management system or CRM a plus.

Working Conditions and Physical Demands:

Sedentary inside office work with limited exposure to weather conditions.

Benefits

• Partial Paid Holidays
• Paid Time Off
• 401k Match