Member Experience Coordinator

3 weeks ago

Manchester, United States Tree Care Industry Association Full time
Overview, Responsibilities, Qualifications

Now Hiring Member Experience Coordinator

Full Time Position (Hourly/Non-exempt)

Location: Manchester, NH 03101

Compensation: $ 21-22 an hour

Job Summary:

The Member Experience Coordinator is part of the membership team that handles inquiries and requests for service from members and prospective members arriving via phone, fax, email, US mail, website, or in person. The Member Experience Coordinator will serve as the primary point of contact for the association and must demonstrate extraordinary customer service and problem-solving skills. The Member Experience Coordinator, in collaboration with other members of the membership team and various staff from other departments, will be responsible for acquiring feedback about TCIA's products and services to ensure exceptional customer service and fulfillment. The ideal candidate must demonstrate proficient computer skills, customer service, coordination of day-to-day needs, and the ability to pivot and be able to work effectively in a key cross-functional role.

What`s In It for You:
  • TCIA pays 100% premium for health and dental insurance.
  • 401k after 90 days
  • Basic life coverage in the amount of 100% of your annual salary
  • Professional development and growth opportunities
  • Work-Life Balance
What You'll Do:
  • The Member Experience Coordinator will answer and respond to requests from current members, prospective members, volunteers, and/or staff while providing exceptional customer service through effective oral and written communication skills and utilization and knowledge of TCIA products and services.
  • The Member Experience Coordinator will know how to respond tactfully, professionally, and empathetically to distressed customers regarding any difficulty they may be experiencing. They will determine what actions need to be taken to correct the situation, then expeditiously perform the actions, and notify other appropriate department personnel.
  • The Member Experience Coordinator shall identify and analyze customer needs while assisting the customer with all routine inquiries including TCIA products and services, order taking, accurate maintenance of database records, meeting registrations, receipts, and general resolution of customer problems.
  • The Member Experience Coordinator shall develop and maintain an in-depth knowledge of TCIA's websites and microsites and functionality. They provide navigational advice, training and user support to members and other callers.
  • Work independently with a high level of initiative, attention to detail, and follow-through; meet, and exceed performance targets.
  • Required to travel as requested to our annual trade show.
  • Assist with order intake, shipping physical products as needed for operational needs.
  • Performs other duties as assigned. TCIA is a team-orientated company where our employees are expected to perform any duty required to advance the mission of the association, regardless of whether the duty is listed in any specific job description.
  • Job attendance according to the current Remote Work policy.
The job functions listed above represent the primary duties and responsibilities of this job and in no way state or imply that these are the only duties to be performed by you. Other duties and responsibilities within the scope of this job may be assigned. You will be required to follow all instructions and to perform all duties requested by your manager, subject to reasonable accommodation and within the scope of the position.

What You'll Need:
  • Minimum of five (5) years of customer services experience in an office setting.
  • Experience providing remote support, particularly in an association environment.
  • Knowledge of UPS WorldShip preferred.
  • Ability to problem solve.
  • Spanish-speaking applicants are encouraged to apply.
  • Proficient in using MS Office (Outlook, Word, Excel, etc.). Ability to pick up new concepts and software quickly and easily.
  • Capable of pivoting and reorganizing, prioritizing, and scheduling work assignments to meet company needs.
  • Accurate data entry ability.
  • High-level Customer Service skills.
  • Ability to multi-task and prioritize and manage expectations of projects.
  • A desire and ability to work collaboratively with others to accomplish daily goals.

Physical Demands: Must be able to lift to 50 pounds without the assistance of another person. Performing physical activities that require considerable (40%+ of the day) use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling materials. The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Posted Salary Range

USD $21.00 - USD $22.00 /Hr.

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