Job Summary:
Provide an exceptional customer service experience via phone, online and in person. Lead membership administrative efforts including, but not limited to, membership sales, daily data processes, renewal efforts (ex: direct mail) and weekly onsite fulfillment. Assist with membership events, sales promotions and other efforts that support the organization's mission.
Essential Functions:
- Serve as primary communicator with current and prospective members through phone and email
- Complete weekly/bi-weekly fulfillment processes by printing and mailing membership, Adopt-an-Animal and Sea Turtle Guardian materials
- Enter complete and thorough data in customer relationship management (CRM), Altru by Blackbaud, following organizational guidelines and processes
- Lead ongoing CRM data review and accuracy checks at least three days each week to ensure data integrity
- Complete monthly operational processes (ex: mail house, downgrade, application scanning, Angelfish, vouchers, and rejected credit card follow ups)
- Follow up with members for missing information
- Efficiently verify, build and sell Angelfish memberships to families that qualify
- Proactively maintain inventory of membership materials
- Resolve membership customer service issues
- Collaborate and maintain strong relationships with other internal teams
Other Duties and Responsibilities:
- Occasionally serve as reliable back-up for member programs
- Attend Guest Services, Marketing Team and other meetings
- Contribute creative ideas to and schedule content within member social media posts and other engagement efforts
- Perform general administrative tasks and other projects as assigned
- Provide operational support for weekly Omatic data integration processes
Knowledge, Skills, and Abilities:
- Excellent customer service and communication skills - via phone, online and in person
- Detail oriented, organized, dependable and accountable
- Strong problem-solving skills and ability to exercise independent judgment in completing tasks, prioritizing, and meeting deadlines
- Strong, driven work-ethic
- Support positive team morale and organizational culture
- Proficiency in Microsoft Office
- Experience in a customer relationship management database or ticketing software preferred
Education and Experience Required:
- High school diploma or GED required
- Bachelor's degree in education, business, communications, marketing or related field; or 1-2 years' experience in a related field desired
Licenses and Certifications Required:
Physical Requirements:
Requires average walking, standing, bending, stooping, crouching, sitting, kneeling, balancing, pushing and pulling, crawling, climbing ladders, computer and phone tasks in a normal office environment.
Working Conditions:
Monday-Friday typical schedule. Occasional weekend work to support departmental promotions and relations (ex: Cyber Weekend, First Day Festival) and evening work during member events (ex: Fish or Treat, Volunteer Appreciation Night, Sea Turtle Guardian Spring Social).