Membership Associate

3 weeks ago

Charleston, United States South Carolina Aquarium Full time
Job DescriptionJob Description

COME JOIN OUR TEAM

Join a team of passionate individuals at Charleston's No. 1 family attraction Every South Carolina Aquarium employee plays a crucial part in helping us care for sick and injured sea turtles, provide education programming for students, continue critical conservation work and create an exceptional visitor experience.

Inclusion, diversity, equity and accessibility are core values of our institution, and we are committed to fostering a workplace filled with active participation from diverse voices throughout all departments and leadership roles. We look forward to applications from all who qualify, and we encourage people of color, LGBTQIA+ individuals, veterans and those with disabilities to apply.

The South Carolina Aquarium is a 501(c)(3) nonprofit organization and is accredited by the Association of Zoos and Aquariums (AZA).

Job Summary:

Provide an exceptional customer service experience via phone, online and in person. Lead membership administrative efforts including, but not limited to, membership sales, daily data processes, renewal efforts (ex: direct mail) and weekly onsite fulfillment. Assist with membership events, sales promotions and other efforts that support the organization's mission.

Essential Functions:
  • Serve as primary communicator with current and future members through phone and email in a timely manner
  • Complete weekly/bi-weekly "fulfillment" by printing and mailing membership, Adopt-an-Animal and Sea Turtle Guardian materials
  • Enter complete and thorough data in customer relationship management (CRM), Altru by Blackbaud, following organizational guidelines and processes
  • Lead daily data check processes in CRM at least 3 days a week
  • Complete monthly operational processes (ex: voucher, mailhouse, downgrade, application scanning, Angelfish and rejected credit card follow up)
  • Follow up with members for missing information daily
  • Efficiently verify, build and sell Angelfish memberships to families that qualify
  • Proactively maintain inventory of membership materials
  • Resolve membership customer service issues
  • Collaborate and maintain strong relationships with other internal teams

Other Duties and Responsibilities:

  • Occasionally serve as reliable back-up for member programs
  • Attend Guest Services, Marketing Team and other meetings
  • Contribute creative ideas to member social media posts and other engagement efforts
  • Perform general administrative tasks and other projects as assigned
  • Potential to support weekly Omatic Software processes in the future

Knowledge, Skills, and Abilities:

  • Applicant must have excellent customer service and communication skills - via phone, online and in person
  • Must be detail oriented, organized, dependable and accountable
  • Strong problem-solving skills and ability to exercise independent judgment in completing tasks, prioritizing, and meeting deadlines
  • Strong, driven work-ethic
  • Support positive team morale and organizational culture
  • Proficiency in Microsoft Office and Zoom
  • Experience in a customer relationship management database or ticketing software preferred

Education and Experience Required:

  • High school diploma or GED required.
  • Bachelor's degree in education, business, communications, marketing or related field; or 1-2 years experience in a related field desired

Licenses and Certifications Required:

Valid Driver's License


Physical Requirements:

Requires average walking, standing, bending, stooping, crouching, sitting, kneeling, balancing, pushing and pulling, crawling, climbing ladders, computer and phone tasks in a normal office environment.

Working Conditions:

Monday-Friday typical schedule. Some weekend work to support department during membership promotions (ex: Cyber Weekend, Happy Birthday, Member Month) and evening work during member events (ex: Fish or Treat, Charter Member Night, Sea Turtle Guardian Spring Social).



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