Position Objective: Responsible for overseeing member services workflow. Manages member escalations, monitors call volume and HelpDesk ticket responses. Supervises and coaches Member Services Representatives. Coordinates member data accuracy and audits. Supports all recruitment, engagement, and retention efforts.

Primary Responsibilities:

• Ensure top-level customer service is being provided to members
• Serves as the point of contact for responding to inquiry escalations
• Provide Director, Member Services frontline data and information needed for strategic planning, assessing member needs, concerns, and trends
• Support Chapter leadership, District leadership, and Chapter Regional Representatives with communications, resources, and updates to be successful, resulting in Chapter growth
• Supervise staff in the daily processing of new, renewing, and reinstating members, and develop communication targeting various stages of the membership life-cycle
• Coach, train, and develop staff members to set, achieve, and exceed individual professional development and organizational strategic goals
• Monitor and recommend improvements to policies, procedures, systems, and data collection processes in collaboration with other departments to strengthen member experience
• Manage outgoing communications via email and Informz

 Secondary Responsibilities:

• Oversee monthly reporting and data analysis
• Supervise renewal processes
• Maintain standard operating procedure documentation, annual audits, and regularly update
• Coordinate special projects that align with membership recruitment, engagement, and retention objectives
• Monitor workflow and requests from other departments
• Provide historical and current membership data to support strategic planning, reporting, and goal management

Minimum Qualifications

• Education: Bachelors degree is required
• Experience: Minimum 5-7 years experience in association management, project management, customer service required
  • Minimum 3 years of supervision experience

 Related Skills

• Previous experience in membership development, marketing, and communications
• Ability to think critically, strategically, and innovatively
• Excellent verbal and written communication skills
• Strong interpersonal, administrative, organizational, and leadership skills
• Strong member and customer service orientation
• Experience working with and managing volunteers
• Experience with iMIS, Higher Logic, Informz, PropFuel, and Zoom
• Strong analytical skills and comfortable presenting analyses of operational data, especially related to online member interactions

 Other Requirements

• Travel 10 or more days/year including weekends for PRSA events and conferences, and membership recruitment events