Primary customer service contact for member inquiries managing inbound/outbound member calls and emails;
Resolve all inquiries within the department’s established turnaround time providing quality service to external and internal customers. Coordinate with off-site call center including managing coverage and training;
Troubleshoot membership issues with Accounting, IT, Conventions and other internal departments;
Proficiency in Customer Relationship Management systems (preferably iMIS);
Maintain iMIS records for all member types as well as prospects. Ensure high standard of data integrity taking necessary steps to clean-up data, both in an individual record and with large data administration and maintenance projects;
Manage and remove duplicate member entries (IMERGE software) in database;
Responsible for working closely with IT department to manage iMIS data integrity, develop queries and troubleshoot data issues;
Test membership processes, identify technical issues and track solutions with member database and online systems;
Provide assistance with committees and members including sending rosters, managing webinars and coordinating booth events and activities at the annual meeting;
Create dues invoices, collection and processing of payment for state affiliates;
Ensure all return mail is corrected with updated address information with member follow-up as needed;
Perform other related professional duties as assigned.
Bachelor’s degree, 2-4 years membership/customer service experience preferably in a professional membership association. Strong commitment to providing quality customer service to all internal and external audiences. Competence in all MS Office tools and database management experience (preferably iMIS and Informz) is required. Ability to manage multiple simultaneous projects. Excellent verbal and written communication skills.
Position is based in downtown DC near several metro stations.
Hours: 35 hours a week, full-time, Mon- Fri. (daytime). Number of openings: 1.
Applicants who meet the requirements and are interested in being considered for this position should upload the following information:
A writing sample;
At least 2 supervisory references and 1 professional reference (name, title, company name and phone number and email).
EEO/AA/VETS/DISABILITY. APHA is strongly and actively committed to diversity in its workplace.
Additional Salary Information: APHA offers a competitive salary and excellent benefits.
Internal Number: 2019-1362
About American Public Health Association
APHA champions the health of all people and all communities. We strengthen the public health profession. We speak out for public health issues and policies backed by science. We are the only organization that influences federal policy, has a nearly 150-year perspective and brings together members from all fields of public health.
Our Mission: Improve the health of the public and achieve equity in health status
Our Vision: Create the healthiest nation in one generation
Our Values: Our values reflect the beliefs of our members from all disciplines of public health and over 40 countries.
APHA publishes the American Journal of Public Health and The Nation's Health newspaper. At our Annual Meeting and Expo, thousands of people share the latest public health research. We lead public awareness campaigns such as Get Ready and National Public Health Week. Together, we are creating the healthiest nation in one generation.