Summary: Under the direction of the Member Care Manager and in accordance with the Association’s Member Care operating policies and procedures, 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.
Essential Duties and Responsibilities: These essential duties and responsibilities are not intended to be and should not be construed, as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties or to assign other duties as necessary.
Via telephone, email, and chat interaction, provide outstanding customer/member service:
In a professional and timely manner answer incoming calls, emails and chat requests, and only direct unanswerable questions to the appropriate entity as needed.
Accurate and prompt processing of member changes, reactivations, office information changes, new applicants, office transfers, terminations, member payments, refunds, and all other applicable requests.
Identify, clarify, and resolve member problems, issues, and concerns.
Communicate and deliver information about billing, CAR, IR, NAR, IDFPR, NIREIN, MRED, lockbox, Professional Development area and RRES.
Work closely with accounting on all billing related matters.
Act as intermediary between Member Care and MRED to ensure any errors are immediately corrected.
Perform member outreach calls and other outbound calls when necessary and/or requested.
Conduct membership and licensing audits and follow up as necessary.
Provide back-up support for reception duties as required. This may include greeting members, taking payments, selling Sentrilock supplies, and RRES school activities such as registering members, checking in students, distributing materials, and facilitating tests.
Other duties as assigned and/or required.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Individuals must also possess solid communication and active listening skills, ability to multi-task prioritize and manage time effectively, detail oriented, proficient at problem solving and practice patience and empathy. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: A high school diploma or GED equivalent required. Minimum two (2) 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.
Leadership Skills: Although the list of a leader’s desirable qualities is virtually endless, the following leadership characteristics are expected of an employee to successfully perform their job: loyalty, integrity, enthusiasm, flexibility, knowledge, and communication. Must possess the ability to exercise independent and responsible judgment and handle confidential and sensitive information.
Adaptability – performs a variety of duties, often changing from one task to another
Concentration – Performs with frequent interruptions or distractions
Energy level – Completes a high volume of work within established time deadlines.
Flexibility – Adjust priorities quickly as circumstances dictate.
Emotional Regulation - Ability to interact appropriately with colleagues for different purposes in different contexts.
Supervisory Responsibilities: This position has no supervisory responsibilities.
Physical Requirements: 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.
While performing the duties of this job the employee is regularly sits, stands, walks, kneels and other ambulatory functions; uses fine motor skills; uses auditory, and visual senses. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee may be required to frequently lift a maximum of 25 pounds.
About Strategic Association Management
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Tennessee Society of Association Executives
P.O. Box 150344
Nashville, TN 37215