POSITION OVERVIEW The Member Services Specialist is responsible for delivering exceptional customer service to members and other society customers and stakeholders. This person is often the first point of contact for a member or customer engaging with the Society and is also responsible for maintaining accurate member records. Attention to detail, flexibility and ability to work effectively with a small team are essential skills. The ideal candidate is professional, articulate, responsible, highly dependable and a problem solver. This position is based in Chicago. Travel to the AES Annual Meeting is required.
Primary point of contact for all member inquiries (phone, email, fax and mail) regarding membership, programs, products and services. Responds to queries in a professional, thorough, timely and accurate manner.
Triages member and customer inquiries by either responding directly, obtaining information to subsequently respond, or handing inquiry o? to designated sta?.
Works independently to make appropriate decisions to resolve inquiries and, when delegating inquiries to other sta?, tracks progress through to confirm resolution.
Maintain inbound and outbound call tracking information as directed.
As directed, proactively reaches out to members on matters such as membership expiration, updates to contact information, etc.
Responsible for engaged participation in staff meetings and other in-house training to assure working knowledge and understanding of AES membership, programs, and services and their value and benefits sufficient to serve as a frontline resource to members/customers.
Actively participate in various team meetings by providing suggestions and constructive input gleaned from frontline interaction with members and customers.
Membership and Database Administration
Accurately enters and updates member data into the AES association management software (AMS). Updates system records and assigned data hygiene and data integrity tasks.
Processes sales transactions including but not limited to membership applications and payments and other product orders.
Under supervision of Associate ED Operations, supports creation of member renewal invoices and preparatory data hygiene in advance of annual renewal process.
Runs regular scheduled reports and requested reports, to support monthly financial and membership reconciliation, performance tracking, and other ongoing activity.
Produces accurate monthly and annual subscriber reports for Epilepsy Currents and Epilepsia and responds to journal subscription inquiries.
Maintain membership department standard operating procedures. Submit recommendations for improving and simplifying procedures.
Participate as requested in testing new AMS/CRM software procedures or updates.
Cross-train with other administrative staff as requested to assure coverage of business-critical functions.
Provides administrative support to the Fellows of the American Epilepsy Society (FAES) program, working with Associate Executive Director, Marketing Manager and Membership Committee.
Includes generating lists of eligible members for outreach, and responding to inquiries about program eligibility
Process online applications and prepare materials for review by the Membership Committee, including verification of eligibility and completion of application requirements and supporting documents.
Follow up with applicants as needed to obtain any missing application materials.
Other tasks and special projects as assigned.
Associate degree or equivalent required, Bachelor’s degree preferred
A minimum of 3 years experience supporting day-to-day activities in customer-facing role, with a preference for experience in a member focused non-profit organization.
Strong knowledge of Microsoft Office, especially Outlook, Word, and Excel.
Experience using AMS/CRM software (AES currently used the ProTech system which is based on Microsoft CRM) including but not limited to data entry. Interest in learning how to create and run invoicing and payment processing, data queries and report management functions.
Excellent time management skills with the ability to prioritize own tasks.
Detail-oriented and organized.
Outstanding customer service and interpersonal skills.
Excellent written and oral communications.
Musts be able to travel to the AES Annual Meeting, usually requiring 5-6 days out of town.
About American Epilepsy Society (AES)
The American Epilepsy Society (AES) is one of the oldest neurological professional organizations in the country. The mission of AES is to advance research and education for professionals dedicated to the prevention, treatment and cure of epilepsy. The Society promotes interdisciplinary communications, scientific investigation and exchange of clinical information about epilepsy. With a membership of more than 4,300 AES represents clinicians, scientists investigating basic and clinical aspects of epilepsy, and other professionals interested in epilepsy, seizures and related disorders. Members represent both pediatric and adult aspects of epilepsy.
AES is located in downtown Chicago, has a staff of 21 with an operating budget of $8.6M.