Under the direction of the Membership Manager, provide comprehensive quality, membership recruitment and retention and customer services to NFDA constituents. Respond to telephone and written inquires regarding NFDA requirements, purchases, policies, programs, and services. Provide outgoing efforts for NDFA membership recruitment and retention. Provide quality data entry support in processing memberships, orders, event registrations, change of address and profile update/verification, etc. Ability to multi-task utilizing various NFDA technologies to provide frontline assistance. Assist the Manager of Member Services with department activities as directed.
Responsible for building positive relationships with members or potential members, state associations, consumers and other constituents.
Responsible for membership efforts in assigned regions.
Provide comprehensive quality service to current, former, and prospective members, consumers, state associations, as well as other constituents with inquiries, requests, or complaints in a courteous, efficient, and professional manner.
Same day response to written, electronic communications, and telephone inquiries from members regarding membership requirements, and provide appropriate answers to members and non-members, regarding membership, member benefits, meetings, continuing education, publications, products and other NFDA products and services.
Educate members about NFDA benefits and cross sell them on products and services.
Perform outbound courtesy calls to new members, dues collection calls to renewing members, prospecting calls to non-members and follow-up calls for clarification.
Respond to telephone, electronic and written inquires and complaints in a respectful and timely manner regarding the NFDA Code of Professional Conduct.
Update (member/non-member) records as necessary. Enter in contact management to record pertinent information or create necessary follow-up alerts.
Research and respond to inquiries related to duplicate records, changes, and inaccurate records.
Process transfers, cancellations, adjustments to payments, and perform refund requests for overpayment/duplicate payments.
Process applications received for membership, events, orders (POE, web, resources, PR campaigns) in a timely and accurate manner.
Develop and demonstrate a working knowledge of all NFDA policies and procedures related to membership, events and orders.
Participate in in-house training for NFDA policies and procedures to help enhance customer service.
Actively participate in team meetings, offering suggestions and constructive criticism to promote the goals of the team and improve the quality of customer service. Submit recommendations for improving and simplifying procedures to Manager of Member Service.
Track inbound calls in SharePoint and submit tick sheets for special projects to the Manager of Member Services daily.
Provide switchboard backup coverage as needed or assigned.
Assist with identifying and correcting problems in the software. Help with testing new software procedures or software updates.
Assist members with website issues or online learning course problems. Assist members with getting in to webinars and/or teleconference events.
Assist in answering MSR data entry questions.
Label batch files and keep them organized in a numerical order.
Organize and update documents used for fulfillments on as needed basis.
If assigned, attend, work specified assignment and/or exhibit at NFDA convention, state convention or other meeting/convention in a courteous, efficient, and professional manner.
Commit to undertake these responsibilities listed in the description, and to complete them efficiently and effectively.
Promote and assist in carrying out the Association’s mission, vision and goals in a manner consistent with the Association’s stated values.
Exhibit flexible and innovative approaches while performing essential responsibilities and assignments and participating in strategic leadership, management and special project teams.
Embrace and actively participate in a variety of work teams as requested or assigned.
All other duties as assigned.
High school diploma or equivalent with five-seven years of strong sales and customer relationship experience with a proven track record, funeral service and/or association experience strongly desired. Success in courteous and patient communications, problem solving and follow through. PC literate with word processing and records maintenance experience necessary. Excellent written and verbal skills and ability to write effective business letters is required. Able to analyze situations and solve problems. Ability to communicate effectively and tactfully over the telephone and in person with constituents and present a positive image through these communications. Ability to contribute ideas and suggestions to the team that will positively influence the development of excellence in member service. Ability to set priorities and handle with accuracy a large amount of detailed work. Able to work additional hours as needed.Some travel required. Bilingual desired
Additional Salary Information: NFDA has a competitive salary plus generous benefit package. This position is eligible for commissions.
Please submit salary requirements along with resume.
About National Funeral Directors Association
The Funeral Service Foundation funds the projects and programs that support all of funeral service in building meaningful relationships in the community.
The Funeral Service Foundation is the leading public foundation dedicated in perpetuity to serve the funeral service profession, and has served the profession on a national stage since 1945. Backed by its $6 million Hand-in-Hand Endowment, the Funeral Service Foundation commissions innovative research; funds programs and professional development opportunities; administers and awards scholarships, and assists communities in crisis.
Funded solely by contributions from funeral service made at every level, the Foundation operates under the umbrella of the National Funeral Directors Association (NFDA), and is governed by a national board of trustees.