The Membership Services Assistant focuses on providing the highest level of customer service to our members, elevating their experience and increasing the value of their membership. Key responsibilities include: in-bound customer support by phone, email, and webchat for transactions and inquiries, fulfilling customers’ publication orders, updating member records, assists members with registering for meetings, sharing information about the association and its services, processing the association’s mail center activities and providing other assistance as needed.
Interested? Read duties and requirements and email cover letter along with resume to email@example.com
• Answer member calls, emails, and real-time chat requests regarding AGB products, programs, and services. • Process orders by generating or locating customer record in database, determining appropriate billing and shipping addresses, identifying promotional and product codes, applying payment, and determining appropriate shipping method. • Generate shipping lists and labels for fulfillment. • Package orders, enter shipping information in UPS database, and generate labels and reports for shipment. • Reconcile UPS transactions. • Process member requests, including but not limited to: publication purchases, assists with meeting registrations, password resets, and member contact updates. • Cross-sell and up-sell related AGB products and services and recommend free services and resources. • Triage member inquiries that require additional assistance and refer the member to the appropriate AGB department. • Provide data and information related to the quantity and types of inquiries, transactions, and activities when engaging with members and customers. • Serve as backup to AGB’s receptionist on a rotating basis.
Requirements and skills
•Three years’ experience in customer-service positions at membership association and/or higher education institution, with demonstrated success in sales and in-bound transactions.
• Proficiency with member management systems and event registration systems. • Exceptional communication and interpersonal skills required. • Ability to organize and prioritize multiple tasks with careful attention to detail. • Comfortable working in a fast-paced environment. • Proficiency in Microsoft Office 365 applications and Adobe Creative Suite. • Comfortable to work collaboratively in formal teams and informal working groups, as well as independently.
About Association of Governing Boards of Universities and Colleges
The Association of Governing Boards of Universities and Colleges (AGB) is the premier organization centered on governance in higher education. Governing boards must focus now more than ever on promoting central missions while running their institutions as effectively as possible. It is critical that they reinforce the value of higher education, innovate through the smart use of technology, and serve the needs of a shifting demographic. AGB provides leadership and counsel to member boards, chief executives, organizational staff, policy makers, and other key industry leaders to help them navigate the changing education landscape.