Reporting Structure:

The Member Relations Specialist reports to the Senior Manager, Member Relations.

Qualifications

The Member Relations Specialist provides exceptional customer service support for the Academy. They are responsible for responding to and directing incoming inquiries, processing payments, promoting AAO-HNS products and programs, and assisting with a variety of special marketing and member engagement projects.

College Degree preferred and/or 2 years previous experience working with customers/members, or other environment with direct interaction with customers/members. Strong customer service skills, which include good oral and written communication. Ability to organize, prioritize and coordinate tasks in a timely and efficient manner and juggle multiple projects. Cooperative and team-oriented demeanor a must. Strong attention to detail required. Requires overall computer proficiency with good knowledge of MS Office programs, including Outlook, Excel, Word and PowerPoint. Knowledge of iMIS or association management software a plus.

Key Responsibilities

• Work with all departments to manage member inquiries through the customer service phone lines and email accounts in a timely manner.
• Support the membership lifecycle through activities such as processing membership applications, membership renewals, and batch processing in collaboration with Finance and IT.
• Works directly with international members to assist with the application and payment process if needed.
• Provides AAO-HNS phone queue coverage during AAO-HNS business hours.
• Work with external vendors on the Academy’s prestigious awards.
• Work with the Member Engagement Team on member acknowledgement and anniversary marketing campaigns
• Research undelivered mail and updates the database with valid addresses to support the fulfilment of subscriptions, accurate billing records, and member benefit delivery.
• Collaborate with Finance to reconcile member transactions, resolve and research billing discrepancies, and process payments, refunds, adjustments.
• Assist the Senior Manager, Member Relations in maintaining and developing departmental procedures and best processes.
• Solicit membership feedback and offer innovative ideas for membership recruitment, retention and engagement.
• Coordinates the survey request process for requests.
• Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either orally or in writing.

Application Instructions:

Please submit your resume, cover letter and salary expectations through one of the following options (applications without this information may not be considered).

Email: Attach a Word document or copy and paste your cover letter and resume.

Mail: AAO-HNSF, 1650 Diagonal Road, VA 22314-2857 Attention: Human Resources

Fax: 1-703-683-5100

About American Academy of Otolaryngology-Head and Neck Surgery

The American Academy of Otolaryngology – Head and Neck Surgery http://www.entnet.org one of the oldest medical associations in the nation, represents around 12,000 physicians and allied health professionals who specialize in the diagnosis and treatment of disorders of the ears, nose, throat, and related structures of the head and neck. The Academy serves its members by facilitating the advancement of the science and art of medicine related to otolaryngology and by representing the specialty in governmental and socioeconomic issues. The organization’s mission is “Empowering otolaryngologist-head and neck surgeons to deliver the best patient care.”We take pride in our excellent benefits package offered to eligible employees, which includes medical, dental, and vision coverage. We also provide short and long term disability insurance, life insurance, flexible spending accounts, 403(b) retirement plan, credit union membership, five weeks of PTO, and nine holidays, compressed work schedules and flexible scheduling. We offer a business casual dress environment, free parking, commuter benefits, and walking distance to the King Street Metro. We are proud to be an equal opportunity employer.

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