EDUCAUSE (http://www.educause.edu) invites applications for the position of Member Relations Specialist. This position works with a team to improve member satisfaction with member outreach, retention, and support. This is a full-time, hourly position working on site in our Louisville office.
We are a highly creative, visionary, national nonprofit association whose mission is to advance higher education through the use of information technology. The Member Relations Specialist is responsible for providing dedicated customer service to our members and non-members, anticipating their needs and offering professional service and support via phone, email and face-to-face interactions. Service could include activities like membership sign up, onboarding, and triaging member needs at any point. Member retention and support is the primary function of the role. Problem solving, in-person member meeting support and membership services support are core responsibilities for this position.
Duties and 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.
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 and online resources.
Conduct member outreach to invite and onboard new members; provide ongoing support and education of the value of membership.
Handle member complaints and appropriately bring up grievances or refer concerns to supervisors or more experienced employees as needed.
Attend member events to onboard members to EDUCAUSE community and services.
Membership Operations and Administration
Serve as Registrar for meetings and events.
Handle all .edu domain validation and renewal services to EDUCAUSE members.
Review or make changes to member profiles or accounts
This job may experience high work demands under tight timelines. This position is performed in a open work space, team environment in on site in our Louisville, Colorado office.
Education and Experience
You should have a minimum of three years’ customer service, hospitality, or similar work experience.
A degree is desired, but you may also substitute the equivalent years of additional relevant work experience.
You will need intermediate to advanced computer skills; proficiency in Microsoft Word, Excel, Outlook necessary.
Knowledge, Skills, Abilities:
You always communicate professionally and respectfully by phone, email or in person.
You are a self-starter, with strong attention to detail and organizational skills.
You have some technical knowledge with a desire to learn new systems and applications.
You have good time and project management skills with the ability to prioritize tasks under deadlines.
You thrive working both independently and as a team member, and use good judgement and intuition to make sound decisions.
You have a working knowledge of netFORUM or similar CRM database is useful.
You are available and excited to travel to our conferences nationally.
You can work after hours and during weekends to support member events.
We offer a benefit package that includes medical and dental insurance, employer paid life and disability insurance, flexible spending accounts for health care and dependent care expense reimbursement, paid vacation, paid sick time, paid personal time, ten paid holidays, tuition reimbursement, and a generous retirement plan with a 2-for-1 employer contribution and 100% vesting upon enrollment.
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.
EDUCAUSE requires background checks of all employment candidates.
To apply, please submit your resume and cover letter highlighting your interest and relevant experience specifying "Member Relations Specialist" in the email subject line to email@example.com.
EDUCAUSE actively engages with colleagues and universities, corporations, foundations, government, and other nonprofit organizations to further the mission of transforming higher education through the use of information technology. EDUCAUSE helps those who lead, handle, and use information technology to shape strategic decisions at every level. Through various programs and activities, EDUCAUSE and its members provide thought leadership on major issues. We help clarify the current environment, document effective practices, and highlight how emerging trends and technologies may influence the evolution of IT in higher education.
EDUCAUSE has offices in Louisville, Colorado and Washington, DC. The Louisville office houses the information technology, administrative, communication, conferences, and member services functions. The Washington DC office is the center of the association’s government relations and policy initiatives.