The Member Care Specialist provides customer service/public relations and acts as information agent to members, students, staff and the general public.  Engages in a variety of duties and responsibilities that address the needs of members of the Association. 

Via telephone interaction, provides outstanding customer/member service:

• Answer incoming queue calls in a timely manner and with professionalism and direct unanswerable questions to the appropriate entity.
• Direct calls to the appropriate staff/office.
• Communicate and deliver information about billing, professional development, or other association related information, products or services.
• Identify, clarify, and resolve member problems, issues and concerns.
• Perform database maintenance, inquiries and verifications.
• Perform courtesy calls when necessary and/or requested.
• Effective and accurate completion of data entry projects as requested.

Assist with reception duties:

• Front office coverage, as necessary.
• Perform receipt and payment processing for checks, credit cards and cash.
• Assist with batch maintenance and processing.
• Creation of bank deposit for the batch and the closing of created batches.
• Perform Sentrilock set-up, maintenance and transfers.

Education/Experience: A high school diploma or GED equivalent required.  Minimum two years professional experience in a call center environment as a customer service representative, retail customer service or general customer service environment required.

Language Ability: Ability to read and interpret documents such as industry briefings, contracts, letters of agreement and procedures manuals. Ability to write in-depth reports and correspondence. Ability to speak effectively before groups of members or employees of the organization.

Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages, and analyze them.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with complex problems involving several variables. Ability to think creatively and speak thoughtfully under pressure.

Computer Skills: Must possess the ability to type 30 wpm without errors. Functional knowledge of word processing software such as Microsoft Word, spreadsheet software such as Microsoft Excel, calendaring software such as Microsoft Outlook, and database software such as Access required.  Functional knowledge of Rapattoni preferred.