Member Services Specialist

4 days ago

Bethesda, United States American Assoc Blood Banks Full time
The Member Services Specialist supports member and customer services, product fulfillment, and membership operations and communications. Responsibilities include handling customer and member inquiries, enhancing member recruitment and retention, managing database projects, processing payments, promoting AABB products and services, and assisting with daily departmental activities.

Major Responsibilities:
  1. Customer Service & Support:
    • Manage customer inquiries by phone queue and email (8:30 am - 5:00 pm ET) during core business hours.
    • Assist customers with website navigation and login, collaborating with web services to resolve issues and provide site updates.
    • Support vendor relationships and contracts.
    • Collaborate with key departments to ensure customer support needs are met.
  2. Membership & Sales:
    • Process and manage membership dues, sales, and accounting batches.
    • Recruit new members and support member retention through daily interactions, onboarding, and marketing campaigns.
    • Sell, cross-sell, and promote AABB products and services.
    • Assist with the bookstore and membership area at AABB off-site meetings as needed.
    • Review, maintain and write departmental processes and procedures.
  3. Database & Project Management:
    • Maintain and manage customer database information, ensuring accuracy and functionality of Personify along with integrated access points.
    • Provide database reports on fulfillment, trends, and financial areas.
    • Assist with training, testing database and website functionality, and providing user acceptance feedback.
  4. Communication & Fulfillment:
    • Provide timely fulfillment information for association journal and newsletter.
    • Assist with marketing strategies for promoting AABB products and services.
    • Manage inventory for publications and handle product fulfillment.
  5. Finance & Accounting:
    • Research and process customer payments, returns, and refunds.
    • Resolve accounting matters and maintain an electronic filing system for customer financial information.
  6. Technical Competencies:
  1. Strong customer service skills, which include good oral and written communication skills.
  2. Ability to organize, prioritize and coordinate tasks in a timely and efficient manner and work well under pressure.
  3. Understand and stay updated on AABB products and services.
  4. Ability to analyze data output reports in trending and financial areas.
  5. Process and project management skills.
  1. Staff Requirements
  1. Ability to work from an appropriate home setting while engaging with AABB customers, members and staff.
  2. Working knowledge of Microsoft Office programs, AMS database, broadcast email services and other programs and databases as needed.
  3. Use of general office equipment.
  1. Education and Experience

Education - Bachelor's degree.

Experience - Minimum 3 years of customer service experience is required. Strong accounting and database background is helpful. Membership experience preferred.

  1. Role Specific Certifications:

None required.

  1. Physical Requirements:
    • This position requires sitting (80%), standing (5%), and walking (15%). Additional physical requirements are as follows:
    • Requires lifting materials of approximately 20-40 lbs.
    • Often requires computer responsibility which involves extensive use of keyboard, mouse and monitor.
  2. Work Environment/Conditions
    • Dayshift hours primarily.


WHY SHOULD YOU APPLY?

We recognize and reward our most valuable asset-our team-with a generous leave and benefits package and excellent educational and professional development opportunities.

APPLY TODAY

Apply with your cover letter and resume.

AABB is an equal-opportunity employer.
EEO/AAP

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