The Association of Clinical Research Professionals
May 10, 2018
Full Time - Experienced
Administrative, Clerical, Support
Associate Specialist, Member Services
Reports To: Director, Marketing & Communications
Primary Relationships: All ACRP Staff
Objective: Process customer service requests while maintaining the highest level of professional service.
Career Level: Associate Specialist
ACRP is located in Canal Center Plaza, Old Town North, Alexandria Virginia
Alexandria is 15 minutes by Metro from the nation’s capital with a friendly, small-town feel. There is a free shuttle from the Braddock Road Metro covering normal business hours, and we offer subsidized parking.
Essential Duties and Responsibilities:
To process customer requests, transactions and other association business at a high level of accuracy, while maintaining the highest level of professional service. Maintain, update, and administer customer records within the Association Management System database (netFORUM).
• Provide excellent service to callers inquiring about member benefits, certification, professional development, and individual customer needs • Register and process applications for ACRP conferences, ACRP membership (new and renewing members), certifications, certification maintenance, and professional development events; process dues billing and follow-ups • Administer transaction correspondence • Engage accuracy measures to ensure batches and payments are being processed without error and data integrity is maintained within the database • Perform select office administration duties as assigned by Director, such as distribution of office mail and management of general office phone calls, email inbox and fax inbox • Consistent review of ACRP website for keeping up-to-date on new programs and services offered by the Association • Other responsibilities as defined by the Director Cross-Functional Team Responsibilities: • Contribute ideas and work with other staff to improve the value of ACRP membership across all aspects of the Association • Work with fellow staff and volunteers in shaping consistency in all communications and programs
Education and Experience:
• Bachelor’s degree or equivalent, plus 1 to 3 years of experience in a customer service or member services environment.
Job Knowledge, Skills, and Abilities
• High level of customer service skills • Ability to work independently with minimal supervision • Professional and articulate, with excellent verbal and written communication and telephone skills • Proficient in Microsoft Office products (Word, Excel, PowerPoint, & Access), Outlook, and internet applications; ability to rapidly learn new software products • Proficient with Association Management Systems, preferably netFORUM • Ability to multi-task in a fast-paced, deadline-driven business environment • Ability to be effective in a multi-disciplinary team environment • Effective time management and prioritization skills to follow assignments through to completion, with a results-based focus • Excellent proofreading skills and attention to detail • Work as part of a team with the ability to motivate others
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in a climate-controlled office setting. The noise level in the work area is usually moderate. Employee interacts with staff, has heavy member contact (phone and email), and consults with outside organizations and vendors. May be subjected to interruptions throughout the workday. Must be able to work some flexible hours, including weekends. Travel is required. This position is not eligible for telecommuting or remote work.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
About The Association of Clinical Research Professionals
For Learning. For Listening. For Life — The Association of Clinical Research Professionals (ACRP) is setting standards for clinical research competence and workforce development. A Washington, DC-based non-profit organization with more than 13,000 members, ACRP supports professionals and organizations across the clinical research enterprise with the Membership, Training, and Certification programs necessary for clinical trial quality and efficiency improvements.
Alexandria Virginia appeals to those looking for small-town charm and big-city amenities. The city is packed full of quality of life attributes, and with so much to see and do, it's easy to see why the city ranked on our Top 100 Best Places to Live for 2015. Alexandria is 15 minutes by Metro from the nation’s capital, but with a friendly, small-town feel.