EDUCAUSE (http://www.educause.edu), a highly creative, entrepreneurial, national nonprofit association whose mission is to advance higher education through the use of information technology, invites applications for the position of Member Relations Specialist to support the Membership department with member outreach, retention, and enhance member satisfaction. This is a full-time, non-exempt position located in the Louisville, CO office; pay rate commensurate with experience.
Member Relations Specialist is responsible for providing excellent, pro-active customer service to our members and non-members, anticipating their needs and offering professional service and support via phone, email and/or face-to-face interactions. Service could include activities like membership sign up, onboarding, and triaging member needs at any point. Member retention, support, and enhanced member satisfaction are the primary functions of the role. Problem solving, in-person member meeting support and membership services support are core responsibilities for this position.
Duties and Responsibilities:
Community Relations and Service
Provide customer support by phone and email; respond to inquiries and assist members with registrations, profile and data updates and other member needs.
Serve as a member concierge by providing information about EDUCAUSE’s vast service offerings and resources available to members as part of the membership or those available by subscription
Assist member navigation of EDUCAUSE website, online resources
Conduct member outreach to invite and welcome new members; provide onboarding support and ongoing education of the value of membership.
Provide pro-active member retention support through processes and offerings developed by operations and the business teams.
Handle member complaints and appropriately escalate grievances or refer concerns to supervisors or more experienced employee
Attend member events to onboard members to EDUCAUSE community and services.
Additional tasks as assigned (i.e. administrative duties, core team meetings, training, etc.).
Listen to customers’ questions and concerns, and provide answers or responses
Membership Operations and Administration
Serve as Registrar for meetings and events.
Manages and supports all .edu domain validation and renewal services to EDUCAUSE members.
Review or make changes to member profiles or accounts
Service and Support
Represent EDUCAUSE in a professional manner at all times; engage with co-workers in a civil, caring, respectful way. Support the professional development of others in their work to advance the mission and vision of EDUCAUSE.
Perform other duties as assigned
EDUCAUSE offers a stimulating work environment and a staff who are dedicated to our mission. The Colorado-based location features a state-of-the-art facility with video and voice conference amenities. EDUCAUSE is comprised of site-located and remote employees with satellite offices across the United States.
The EDUCAUSE benefit package includes medical and dental insurance, employer paid life and disability insurance, flexible spending accounts for health care and dependent care expense reimbursement, paid vacation, paid sick time, paid personal time, ten paid holidays, tuition reimbursement, and a retirement plan with employer contribution and 100% vesting upon enrollment.
Education and Experience
Bachelor’s Degree preferred in communications or equivalent work experience.
Requires a minimum of three years’ customer service or hospitality
Knowledge, Skills, Abilities:
Requires strong communication skills (verbal and written)
Must be self-motivated; requires a detail orientation and good organizational skills
Time and project management skills with the ability to work both independently and as a team member
Requires intermediate to advanced computer skills; proficiency in Microsoft Word, Excel, Outlook required
Requires sound judgment, and good intuition
The ability to be a self- starter, to be motivated; the ability to prioritize tasks
Requires effective and diplomatic interpersonal skills
Working knowledge of netFORUM or similar database preferred
Must be available to travel
EDUCAUSE is a fast-paced organization with an ambitious agenda and a staff that is committed to the mission. The Member Relations Specialist may experience high work demands under tight timelines. The position requires working on a computer for extended periods of time and attending scheduled meetings. This is a team environment where work is shared an in an open workspace. Travel may be required to attend one to three conferences/events annually. Working after hours and during weekends may be necessary.
EDUCAUSE requires background checks of all employment candidates. EDUCAUSE is an equal opportunity employer.
Please respond with cover letter and resume to email@example.com specifying "Member Relations Specialist” in the e-mail subject line.
EDUCAUSE actively engages with colleagues and universities, corporations, foundations, government, and other nonprofit organization to future the mission of transforming higher education through the use of information technology. EDUCAUSE helps those who lead, manage, and use information technology to shape strategic decisions at every level.
Through various programs and activities, EDUCAUSE a...nd its members contribute to thought leadership on major issues, help clarify the current environment, document effective practices, and highlight how emerging trends and technologies may influence the evolution of IT in higher education.
EDUCAUSE has offices in Louisville, Colorado and Washington, DC. The Louisville office houses administrative, communication, conferences, information, and member services. The Washington DC office is the center of the association’s government relations and policy initiatives.