Member Engagement Coordinator

Washington, DC, United States

Are you looking for a place where innovation and collaboration join forces to support a vision of Health for All? The PA Education Association (PAEA) is looking for you: a creative, driven professional to join our team as a Member Engagement Coordinator.

The Coordinator of Member Engagement will handle a broad portfolio of administrative and operational tasks related to our commitment to supporting PAEA members and strengthening the member experience. This role will assist with the management of member services and serve as a primary point of contact for all current and potential members. In this role, the coordinator will support members, ensuring that members understand the value of their member benefits, have a seamless user experience, and address member needs and concerns. The coordinator will support member experience and communications and maintain key association communications channels.

This position may be exposed to sensitive and confidential information on a daily basis, this individual is responsible for maintaining the confidentiality that knowledge of such warrants. In this position, employees must respect and protect the privacy, confidentiality, and security of all personal information to which they have access in the performance of their duties for PAEA, in accordance with PAEA’s Privacy Policy and the PAEA Employee nondisclosure and assignment agreement that all employees must sign.

Specific Responsibilities:

Participates in strategic planning around member engagement, specifically regarding member education, communication, and the member experience.

Assists in coordinating efforts between PAEA Member Experience teams and our customer service partner Works with Manager, Member Engagement and PAEA’s customer service vendor, day-to-day interactions, and ongoing training of their team

Maintains systems and processes to fulfill member-related benefits with external vendors

Covers customer service

Serves as the primary contact for monitoring, responding to and delegating inquiries received through the various PAEA email inboxes, Zendesk, and via PAEA’s main phone line Responds to inquiries in an efficient and timely manner

Determines the most effective way to answer a member’s questions

Provides accurate and complete information

Escalates questions and concerns

Develops and maintains tracking system of inquiries received and provides recommendations to support the continuous process improvement of the member experience

Creates communications and templates to standardize the member experience and build efficiencies

Builds sustainable relationships through open and interactive communications Acts as a spoke person for the Association

Greets members warmly

Maintains a professional, positive manner

Keeps records of member interactions, member accounts, and file documents and helps maintain clean membership data

Provides quality member service to internal and external stakeholders in accordance with the PAEA Service Standards

Regularly reviews member surveys and responds to members regarding member products and services

Remains abreast of PAEA member benefits and programming Supports annual membership renewal process

Coordinates member communications Collaborates with PAEA Communication team to develop outreach and targeted education and marketing materials for member products and services

Assists with the maintenance of various types of content on the PAEA website and other sources to ensure consistency and accuracy of membership benefits and services

Performs environmental scanning in the area of customer service Represents the Association at conferences and professional events related to customer service and customer experience

Perform other duties as assigned. The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all-inclusive.

Qualifications, Knowledge, Skills, And Abilities:

Required

Three years of experience in customer service

Familiarity with customer relationship management or CRM systems and practices

Mission-driven and service-oriented

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills, with the ability to use discretion and judgment and to interact effectively in sensitive situations and maintain confidentiality.

Excellent organizational skills and attention to detail.

Excellent time management skills with a proven ability to meet deadlines.

Ability to function well in a fast-paced, changing environment.

Proficient with Microsoft Office Suite

Preferred

Salesforce Experience

ADA Specifications:

This position is largely sedentary in nature. However, one must possess the ability to speak, hear, and write, as well as the ability to use a computer and related software programs.

WORK ENVIRONMENT & BENEFITS:

This is a remote position, the team member can be located anywhere in the U.S. We have customers across the country in every time zone, so the team covers customer service from 8AM ET to 8PM ET. The person in the position must be willing to share call schedules and may be asked to attend a conference or meeting once or twice a year.

PAEA offers a competitive salary and benefits that considers external market compensation and maintains internal equity. The initial salary range for the position is $55K-$63K annually. The benefits package includes health, life, and disability insurances; paid time off and holidays; a 403(b) retirement plan with an 8% employer contribution; monthly wellness stipend, professional development funding, tuition assistance, and other benefits.

COMMITMENT TO EQUITY, DIVERSITY, AND INCLUSION

PAEA is committed to equity, diversity, and inclusion in all areas of its business activities, including employment, management, procurement and contracting. As such, it is the policy of PAEA to afford equal opportunity in employment and contracting without regard to race, color, national origin, sex, religious preference, age, sexual orientation, genetic information, gender identity, status as a parent, disability, veteran or any other status protected by applicable US law.

#J-18808-Ljbffr