Member Services Specialist - Part Time

Position title:
Specialist, Member Services

Department: Membership

FLSA
Non-Exempt
Status
: part-Time

Reports to: Manager, Membership

The AAO is a professional association of educationally qualified orthodontic specialists dedicated to ethically advancing the art and science of orthodontics, improving the health of the public by promoting quality orthodontic care, and supporting the practice of orthodontics. The AAO is comprised of more than 19,000 members in the United States, Canada and abroad. The specialty of orthodontics is the oldest and largest dental specialty recognized by the American Dental Association.

The Specialist, Member Services position plays an integral role in the success and satisfaction of AAO members by providing prompt, efficient and reliable service in response to membership inquiries. Delivering a courteous and professional experience is critical in this role that frequently establishes first and lasting impressions for prospective and current members, as well as other stakeholders. Additional administrative support contributes to the success of AAO member programs and operations.

• Member inquiries:
• Answer and route member phone calls, emails and chats from within the association’s call center software.
• Document member inquiry types within the call center software for data tracking.
• Document notes regarding member conversations within member records for historical reference.
• Membership processing:
• Record orders, dues payments and other financial transactions accurately within the association management system.
• Process membership applications promptly and accurately.
• Complete member and contact record updates within the association management system to ensure data cleanliness and integrity.
• Member outreach:
• Support the membership renewal campaign annually by contacting non-renewed members to encourage their continued participation.
• Conduct additional personalized outreach to current and prospective members at scheduled times during the membership lifecycle.
• Event staffing:
• Staff the member services booth at AAO Annual Session and other events as needed.

• Additional program and administrative support:
• Assemble and process packets for membership mailings.
• Assemble membership certificates for mailings.
• Greet and direct AAO office visitors as needed.
• Complete other duties as assigned.

• High school diploma or equivalent. Associate degree preferred.
• 3+ years of experience in a customer service/relations role with responsibilities for clerical and administrative functions and project management.

• Microsoft Office Suite skills are at an intermediate level.
• Ability to learn new systems and processes quickly and retain information.
• Strong interpersonal and customer service skills.
• Excellent communication and writing skills.
• Ability to manage time well and manage multiple projects.
• Ability to exercise discretion and good judgment regarding confidential information.
• Ability to demonstrate high level of honesty, integrity and ethical behavior.
• Experience with an association management system or CRM a plus.

Sedentary inside office work with limited exposure to weather conditions.