Full-Time Member Relations Specialist
Job Description
EDUCAUSE (http://www.educause.edu) is currently seeking a Member Relations Specialist for our Membership team. This is a full-time, non-exempt position working in our spacious and modern Louisville, Colorado office.
We are a highly creative, entrepreneurial, national nonprofit association whose mission is to advance higher education through the use of information technology. Our Member Relations team supports our members and non-members via phone, email and face-to-face meetings. Primary functions of the role include proactive member support and service, retention, and recruitment.
Essential Responsibilities:
Community Relations and Service
Provide customer support by phone and email: respond to inquiries and assist members with registrations, profile and data updates and other member needs.
Listen to customers’ questions and concerns and provide answers or responses.
Handle member issues and appropriately escalate complaints or refer concerns to supervisor.
Respond to inbound phone and email inquiries assisting members with event registrations, data updates, or other member needs.
Serve as a member concierge by providing information about EDUCAUSE’s vast service offerings and resources available to members as part of the membership or those available by subscription
Assist member navigation of EDUCAUSE website, online resources
Provide pro-active member retention support through processes and offerings developed by operations and the business teams.
Conduct member outreach to invite and welcome new members; provide onboarding support and ongoing education of the value of membership.
Ensure member retention by communicating benefits to all members.
Membership Operations and Administration
Attend face to face conferences and events to onboard members to EDUCAUSE community and services.
Serve as Registrar for meetings and events; provide team support for registration questions or issues.
Manage and support .edu domain validation and renewal services to .edu domain registrants and applicants including EDUCAUSE members.
Review or make changes to member profiles or accounts in our member database (netForum).
Work as a member/leader of special or ongoing projects that are important to the function and process improvement.
Complete additional tasks and projects (i.e. administrative duties, core team meetings, training, etc.) as needed for success.
Qualifications:
To be successful in this role, you should have at least a year of previous customer service or support experience, with strong communication skills for both email and phone support.
You should also have:
Strong attention to detail, with an interest in contributing clean data to systems, processes, etc.
Be comfortable working independently and as part of a team, sharing work and responsibilities as needed.
Good computer skills in Microsoft Word, Excel, and Outlook.
Experience using a CRM such as NetForum AMS or similar would be helpful.
Able to travel occasionally as needed to support member events.
About EDUCAUSE:
EDUCAUSE is a higher education technology association and the largest community of IT leaders and professionals committed to advancing higher education.
EDUCAUSE supports those who lead, manage, deploy, and use information technology, helping them to anticipate and adapt to change, and advancing strategic IT decision making at every level within higher education. We bring together technology professionals and leaders across campus and the industry to solve today’s challenges.
EDUCAUSE is committed to “uncommon thinking for the common good.” Being part of EDUCAUSE means being part of a community that accomplishes more together than they ever could on their own. Get to know EDUCAUSE: https://youtu.be/WZKnv8GlaQw.
At EDUCAUSE, we recognize that the diverse backgrounds, talents, skills, and contributions of every individual improve and enhance the quality of the organization. Our goal is to be a diverse workforce that is representative, at all job levels, of the members we serve.
Our benefit package includes medical and dental insurance, employer paid life and disability insurance, paid vacation, paid sick time, paid personal time, ten paid holidays, tuition reimbursement, and a retirement plan with generous employer matching.
EDUCAUSE requires successful completion of background checks for all potential employees.
How to Apply
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