Administrative, Clerical, Support, Customer Service and Support, Membership
4 Year Degree
The Member Relations Specialist reports to the Senior Manager, Membership and Member Networks.
The Member Relations Specialist provides exceptional customer service support for the Academy. They are responsible for responding to and directing incoming inquiries, processing payments, promoting AAO-HNS products, programs and services and assisting with daily business unit activities.
College Degree preferred and/or 2-3 years previous experience working in a customer service call center, membership organization or other environment with direct interaction with customers. Strong customer service skills, which include good oral and written communication skills and an excellent telephone manner. Ability to organize, prioritize and coordinate tasks in a timely and efficient manner and work well under pressure. Cooperative and team-oriented demeanor a must. Strong attention to detail required. Requires overall computer proficiency with good knowledge of MS Office programs, including Outlook, Excel, Word and PowerPoint. Knowledge of iMIS or association management software a plus. Foreign language skills a plus.
Manage all customer inquiries for the association through the customer service phone lines, fax and email accounts in a timely manner.
Provides AAO-HNS phone queue coverage during AAO-HNS business hours.
Provides support to the Senior Manager, Membership and Member Netoworks regarding special projects, AAO-HNS committees, sections, and membership recruitment, retention, and engagement efforts.
Identify and analyze customer needs to ensure high customer satisfaction, growth and retention of business.
Maintain overall accuracy of records in the customer database, the digital records archive system, and an understanding of all related aspects of the iMIS database.
Manage the processing of membership batches, while working closely with the finance team.
Responsible for keeping abreast of association activities to accurately respond to member and non-member inquiries.
Support the membership lifecycle through activities such as processing membership applications, membership renewals, and batch processing in collaboration with Finance and IT.
Collaborates with Finance to reconcile member transactions, resolve and research billing discrepancies, and process payments, refunds, adjustments.
Provide monthly reports for the member Journal distribution in collaboration with the Communications Team and the external Journal vendor (SAGE).
Sell, cross-sell and promote Academy products, services, and events.
Assist the Senior Manager, Membership and Member Networks in maintaining and developing departmental procedures.
Research undelivered mail and update the database with valid addresses to support the fulfilment of subscriptions, accurate billing records, and member benefit delivery.
Coordinate the monthly merge process for duplicate records within the iMIS database.
Solicit membership feedback and offer innovative ideas for membership recruitment, retention and engagement
Assists the Senior Manager, Membership and Member Networks in reviewing and approving mailing list rentals, and mailing list uploads to the mailing list vendor (INFOCUS).
Coordinates the survey request process for requests received from AAO-HNS members, committees, and staff.
Special Projects and Additional Responsibilities
Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either orally or in writing.
Please submit your resume with cover letter and salary expectations (applications without a cover letter and salary expectations will not be considered) through one of the following options:
Email: Attach a Word document or copy and paste your cover letter and resume Fax: 1-703-683-5100Mail: AAO-HNSF 1650 Diagonal Road, VA 22314-2857 Attention: Human Resources
About American Academy of Otolaryngology-HNSF
The American Academy of Otolaryngology – Head and Neck Surgery http://www.entnet.org one of the oldest medical associations in the nation, represents around 12,000 physicians and allied health professionals who specialize in the diagnosis and treatment of disorders of the ears, nose, throat, and related structures of the head and neck. The Academy serves its members by facilitating the advancement of the science and art of medicine related to otolaryngology and by representing the specialty in governmental and socioeconomic issues. The organization’s mission is “Empowering otolaryngologist-head and neck surgeons to deliver the best patient care.”
We take pride in our excellent benefits package offered to eligible employees, which includes medical, dental, and vision coverage. We also provide short and long term disability insurance, life insurance, flexible spending accounts, 403(b) retirement plan, credit union membership, five weeks of PTO, and nine holidays, compressed work schedules and flexible scheduling. We offer a business casual dress environment, free parking, commuter benefits, and walking distance to the King Street Metro. We are proud to be an equal opportunity employer.