Member & Customer Relations Representative

About the Role
Reporting to the Senior Manager, Member & Customer Relations, the Member & Customer Relations Representative supports the Member & Customer Relations team. They do so by answering phone calls and responding to emails, maintaining the mail room, interacting with members, keeping the office supplies and kitchen stocked, and resolving issues in a timely and effective manner. This position requires you to be in the office twice per week. The job responsibilities include, but are not limited to:

Essential Duties and Responsibilities
Visitors to the office:

• Serve as one of two representatives to all visitors to AIHA, including receiving guests and alerting appropriate staff.

Telephone Coverage:

• Responds to telephone calls in a timely and professional manner.
• Maintain the general voicemail system for AIHA.
• Uses online SOPs to answer questions about any association program, activity, and/or service.

Mail & Document Processing:

• Process all outgoing mail (domestic and international) via UPS, FedEx, USPS, and international packages
• Process occasional bulk mailing
• Log all incoming packages and deliver reasonable-sized packages to AIHA staff
• Alert staff of larger shipments upon arrival
• Sort and file all incoming faxes
• Complete end of month/daily reports for USPS, UPS, FedEx, and International for departmental postage.

Order Fulfillment

• Process publication and eLearning orders, including:
  • Receiving orders via phone, fax, email, and mail
  • Entering information into AMS system and processing payments
  • Processing lockbox orders
  • Processing quotations for customers
  • Completing transmittal orders through Omni Press

• Processing all merchandise returns. This includes researching the problem, issuing call-tags (when needed through Omni Press), filling out appropriate paperwork, working with Finance, restocking items and sending replacements through the Omni Press system
• Research all problem calls/mail relating to orders and providing copies of invoices and order confirmations to customers
• Assist at AIHA Connect annual conference in processing onsite orders and reviewing transmittal high volume AIHA Connect orders

Supply Stocking & Inventory Tracking

• Oversees inventory and supply orders, including weekly inventory of kitchen supplies
• Process staff orders from office supply vendor
• Maintain inventory in shipping center including replenishing mailing supplies, AIHA branded supplies, and toner cartridges, etc.

Member Interactions

• Assist in maintaining membership database and entering changes, including entering new prospects into database, address changes from Synergist returns, maintaining and updating Volunteer Groups committee rosters.
• Assist with incoming inquiries related to membership issues, providing dues receipts, processing renewal payments, creating invoices, processing new membership applications, membership approval and answering all membership related inquiries.
• Process Synergist subscriptions by taking payments for subscriptions, entering new orders, enter complementary subscriptions, review all claims, and process non-member Synergist return issues.

Consultant’s Listing

• Make sales/reminder calls to consultants for the Consultant’s Listing
• Create a personal email to all renewing consultants and process all incoming payments for the listing
• Provide data entry support for advertisement details
• General website maintenance including correcting and adding listings to the website through ACGI database
• Prepare files and proof final digital copies

Additional Responsibilities

• Train new employees on telecom system, in/out mail process, Outlook calendar entries, and Xerox machine.
• Assist with various administrative projects, including stuffing envelopes, folding letters, collating copies, and processing outgoing mail
• Assist with minor equipment maintenance (coffee machine, copiers, telecom system, etc.)
• Assist with other administrative activities, as directed, and needed

Financial Responsibilities

• Assist in executing entrepreneurial and innovative approaches to various department to ensure financial success

Qualifications
Education & Experience
Required:

• 0 – 2 years’ experience in an office setting, preferably in an association or non-profit, internships will be considered
• Very strong customer service skills
• Excellent organization and communication skills
• Able to life and/or move up to 50 pounds, regularly, including multiple times daily

Preferred:

• Associate degree in Business or a related field
• Hands on experience working with an Association Management System (AMS) or other type of database
• Bilingual in English & Spanish

To Truly Excel, You Will Have:

• Have exemplary attention to detail and a customer service focused mindset
• Be able to handle confidential information and use discretion when necessary
• Be able to communicate and work with employees and customers
• Demonstrate flexibility and adaptability in your work style to better respond to multiple requests/tasks, shifting priorities, and informational needs
• Be team-oriented and able to share information, goals, opportunities, and successes with the appropriate parties

Travel
Limited travel may be required for this position. Attendance at the annual conference may be required.

Schedule, Remote Work, & Residency Requirement
This is a hybrid role. It is anticipated to be in-office two days per week and may be remote the other days of the week. From time to time, staff are required to come into the office based on business needs, generally one time per month; however, it may be more frequent.

Based on our business set-up and to maximize remote work opportunities, AIHA only employs individuals who live in Washington, DC, Maryland, or Virginia. AIHA does not cover the costs associated with relocating.

PandoLogic. Category:Customer Service, Keywords:Customer Service Representative, Location:Falls Church, VA-22042