Member Relations Specialist

Position Summary

The Member Relations Specialist I is primarily responsible for supervising the front desk evening shift, training staff, managing day-to-day membership accounts, and providing leadership in member engagement, conflict resolution, and problem solving. This position provides administrative support related to membership account reviews, billing issues, and collections, and plays a key role in ensuring accurate and efficient membership services for The Kroc Center. The Member Relations Specialist I must have strong organizational skills and a keen eye for detail. This individual should be flexible and able to manage multiple priorities simultaneously, demonstrate sound judgment, and work independently with minimal supervision. The role requires self-motivation, strong prioritization skills, and excellent time management.

Duties and Responsibilities

• Be present at the front desk for the majority of each shift to engage staff and members; lead by example in coaching, support, and customer service.
• Assist with, participate in, and facilitate training for new hires and provide ongoing training for front desk staff.
• Demonstrate, monitor, and coach performance standards that reflect The Kroc Center's mission, vision, and core values.
• Serve as a resource for the front desk team regarding processes, systems, and policies.
• Offer flexibility in support of emergency coverage needs.
• Handle telephone calls and customer contacts related to billing and POS issues in a timely and professional manner.
• Become a department "go-to" resource for assisting members with online accounts in UPace (Kroc Connect) and Kroc Community platforms.
• Provide feedback on processes and system workflows and make improvement recommendations within system parameters.
• Assist with the collection of past-due member accounts, including follow-up on non-sufficient fund transactions and expired or changed payment methods.
• Research membership accounts to review payment history and verify demographic information.
• Facilitate membership changes and maintain accurate billing records.
• Process memberships, scholarships, and program-related transactions.
• Process account credits as necessary for membership-related transactions.
• Participate in monthly membership tasks, including processing cancellations, holds, and document scanning.
• Maintain daily involvement with LiveChat through the Kroc website.
• Oversee the completion and review of scan in alert reports.
• Contribute to successful department operations through collaboration with other departments.
• Ensure all cash handling and accounting procedures comply with The Salvation Army's policies and procedures.
• Propose new ideas to the Member Services Manager to support member retention.
• Conduct initial telephone outreach to past and current members to gather feedback on member experiences and promote membership plans.
• Assist with special and seasonal projects as needed.

General Qualifications and Proficiencies

• High school diploma or GED equivalent required. Associate's degree or 2+ years of dynamic customer service and administrative experience preferred.
• High attention to detail, consistent, reliable follow through and able to prioritize and manage multiple projects and meet established deadlines.
• Ability to operate standard office equipment in an efficient manner is necessary.
• Must have excellent computer skills, with working experience of Microsoft Office products. Ability to use new software programs with basic training.
• Excellent math and problem-solving skills required.
• Ability to present oneself in a professional manner and maintain confidentiality and sensitivity in relation to information and documentation is essential.
• Service-oriented team player who can take initiative, work independently and quickly adapt in a fast-paced environment.
• Must be able to read, write and communicate in English.
• Able to occasionally work weekends/evening hours and must have willingness and ability to travel.
• Valid driver's license and insured transportation.

Physical Requirements

• Ability to sit for two to three hours at a time, ability to stand, stoop, or walk for a minimum of eight hours per day and lift and carry up to 25 pounds
• Ability to grasp, push, pull objects such as files, file cabinet drawers and reach overhead
• Ability to operate telephone
• Ability to operate a desktop computer

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

Equal Employment Opportunity: Minorities/Women/Disabled/Protected Veterans.