The member services specialist will oversee the recruitment, retention, benefits and services programs of the association. This position is the first point of contact for current and prospective members and at times interfaces with existing certification customers. Areas of responsibility are membership database accuracy and integrity, the member engagement customer service process, crafting and implementing a value-add onboarding for new members and retention of current members. Membership recruitment and retention success over time must be a strength in this position. A focus around growth is tied into our recently launched three-year strategic plan. In addition, this position will need some skills related to member service associated with our annual Forum and Expo live event. This position requires 3-5 years’ experience in nonprofit membership management. 

Key Responsibilities: 

Membership Operations 

• Integrity of Data 

• Accuracy of information 
• Company roster management 
• Collaborating with certification team on duplicate record management 

• Process new membership applications  

• Input data into association management software iMIS 
• Verify correct member type 
• Prepare and mail new member kits  
• Launch 12-month touch process via iMIS member database 
• Coordinate membership records with geographical section secretaries 

• Process renewals 

• Develop and manage renewal and retention program 

• Process Annual Dues  

• Collaborate with Director to ensure accurate records before creating invoices 
• Create and manage the schedule and method of issuing invoices from Oct to June 

• Working with Director and IT consultant, identify process improvements on an ongoing basis for better customer service and decreased barriers to entry 
• When needed, assist with processing payments 

• Reporting 

• Develop reports as needed for internal team and volunteer leadership 
• Ensure accuracy of reports via cross checking methods 

• Customer Service 

• Lead on phones for incoming calls 
• Respond for customer chat interface on website 
• Identify process improvements based on customer questions and feedback 
• Manage all incoming membership related  questions or support 

Membership Recruitment and Retention 

• Branding 

• Collaborate with director and marketing on messaging to increase sales and retention 
• Coordinate with marketing to update website and produce collateral 

• Sales 

• Develop, plan and schedule membership targeted campaigns to support strategic plan initiatives 
• Analyze and generate new leads, ideas and opportunities for membership growth 
• Develop a top 25 prospect list for public agency and sustaining  membership categories 
• Coordinate booth materials for presence at our forum and expo and associated expo opportunities 

• Retention 

• Asses current benefits of membership by type, identify enhancements and identify opportunities for additional member benefits 
• Develop retention effort campaigns with marketing to ensure messaging is on point 

Conference Support 

• Process registrations and assist attendees at registration check-in 
• Update and maintain registration records and counts 
• Preparation of registration packets, badges, and other delegate materials 
• Provide support to the team as needed 
• Assist with management of exhibitor contracts and follow up