Summary
Description
Position Summary: The successful candidate for this position will manage and oversee support activities of several assigned regions and chapters within the association, overall administrative support and will be responsible for educating and motivating members to contribute to the association’s mission and goals. This member/customer facing position is heavily involved in understanding the characteristics of volunteer leadership/ event support and plays an integral role in cultivating growth of A4LE membership and programs at the local level. The primary objective of this position is to provide excellent customer service for the membership, staff and the leadership of the chapters and regions.
Duties/Responsibilities:
- Delivers high quality customer service, listening to members requests and working to find the appropriate solution. Interact with internal resources to identify the issue, respond to concerns and follow up with a satisfactory resolution.
- Assist Directors with meeting support, membership campaigns, member communications and registration setup; maintain policies, files, and documents; ensure member records are maintained.
- Assist Directors with organizing volunteer groups, logistics of region/chapter events, coordination of communication of programs and activities, as directed.
- Oversight and execution of monthly membership dues renewal billing, electronic and physical invoicing.
- Obtain and process all incoming physical mail, including posting payments and responding to inquiries.
- Process and distribution of monthly membership reports
- Manage incoming calls and email inquiries for membership updates, payment processing, general questions from members.
- Manage all aspects of A4LE’s provider service for the American Institute of Architects (AIA) continued learning units for events
- Assist Directors with building and maintaining event mobile app for events.
- Follow internal and external communication procedures, guidelines, and policies. Appropriately communicate information through department meetings, telephone, one-on-one meetings, email, internal platforms, and regular status reporting. Provide reports daily, weekly, monthly or as directed.
- Quality service delivery, including, meeting response time expectations and delivering on requests in a timely manner.
- Performs other duties as assigned. Provides back up support for other service staff as needed.
Required skills:
- Effective communication, cooperation, and coordination with internal and external customers.
- Ability to work independently and in a team environment (internal and external) and foster teamwork.
- Ability to work with little direction and within imposed deadlines.
- Ability to work with interruptions and adapt to changing priorities.
- Must possess excellent computer skills including spreadsheet skills, MS Office proficiency (Word, Excel, PowerPoint, and Outlook) and demonstrated ability to learn new software/database platforms-iMIS AMS system knowledge a plus.
- Excellent written and oral communication skills.
- An appreciation for and attention to detail/accuracy, excellent follow up process and be deadline driven.
- Possesses a sense of urgency, be focused and proactive.
- Strong relationship building and interpersonal skills and an ability to manage volunteers.
- Ability to work a flexible schedule and possible travel to support programs and activities.
- Present a professional appearance, presentation, and strong business acumen during customer interactions, possess personal and professional integrity, ability to be discreet and diplomatic.
Experience:
Bachelor’s Degree preferred.
Previous experience working with volunteer groups, non-profit association experience a plus.
Preference 5 years or more experience in customer service/administrative environment.
Remote/Work from home experience preferred.
Physical Demands: Required to work at a desk and on a computer for long periods of time, is occasionally required to stand. May be required to lift materials up to 45 pounds. While attending events, may be required to stand or walk for long periods of time.
Work Environment: Most duties will be performed in and from a remote/work from home location during regular business hours. Some travel and off-site work will be required, as well as occasionally working evenings, weekends or holidays.
The average time commitment is 40 per week to accomplish the duties required of this exempt position.
- Work from home requirements:
- Must have a dedicated workspace
- Must be able to provide a distraction free environment
- Must have a computer/laptop/printer- Association will provided and will remain property of the Association
- High Speed Internet Service- Association will provide a yearly stipend towards home service/modem (based on work hours)
- Mobile phone will be provided and will be included on the Association service plan
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The above statement describes the general nature and level of work to be performed for this position. This is not an exhaustive list of duties and additional duties, as required, may be assigned by the Chief Operating Officer, Chief Financial Officer, or the Chief Executive Officer.
Training:
Training will be conducted virtually and/or require travel to a specified location.
Benefits at a glance:
- Health, vision, dental, life and long-term disability insurance, 403(b) with company match, professional development
- 17 days paid holiday per year
- Accumulative 20 days per year All Purpose Leave
