Membership Customer Support Coordinator

Job Title:

Membership Customer Support Coordinator Reports To:

Director of Membership and Data Integrity FLSA Classification:

Non-Exempt Nature of Work:

The Membership Customer Support Coordinator has an essential role on the OSU Alumni Association's membership team and is dedicated to fostering strong ties between the University and its Alumni. This role supports the purpose and core values of the Alumni Association by providing support for processing memberships and ensuring a high level of customer service. The primary function of the position is to manage daily membership needs, including oversight of data integrity, legacy records, membership transactions, brick pavers, and the member experience. The position is also responsible for greeting and providing direction to visitors to the Alumni Center. This position is responsible for implementing process improvements to support membership acquisition, retention, and growth while providing excellent customer service to our members. Success in this role means that data is accurate, which allows members to move through the pipeline, and that the department is high performing regarding retention, revenue, and operations.

Responsibilities:

Program Support Greet and assist people who have questions about the Alumni Center and the OSU Campus, as well as provide information services such as locating bricks outside the building, locating meeting rooms, and explaining where campus landmarks such as statues, labs, and research buildings are located. Serve as the customer service representative for membership questions Assist with customer service issues and determine the best solutions for satisfied members Manage/coordinate membership table for Cowboy Corrals Process incoming and returned mail Assist with the coordination and implementation of selling memberships, both alumni and student Resolve all pending membership applications and all complex member issues in a timely manner; ensure member records are accurate in member databases. Manage and maintain continual membership audits Audit and reconcile printed materials from bank Lockbox Manage and maintain membership payments in Stripe, i.e. failed transactions, canceled subscriptions Submit updates for constituent records in the database to reflect current information, special requests, and legacy registrations/updates. Manage and submit member communication preferences in alumni database Manage and maintain the Alumni Association's merchant discount program by identifying alumni or business for merchant discount program and generating other ways to inspire and connect alumni. As well as serve as the main POC for vendors and ensure accuracy of online and app listings. Work with Marketing and Communications team to develop annual promotions for merchant discount program increased usage. Provide reporting on assigned areas to leadership upon request Serve as backup to the OSU Alumni Association Administrative Assistant Assist with Alumni Association events as needed Responsible for maintaining current Standards of Operations Procedures for the Membership team Perform other duties as assigned Organizational Service Maintain goals and objectives by providing membership processing and customer service Provide excellent customer service to all constituents inquiring about Alumni Association programs and events Work with and provide guidance to student workers

Job Competencies and Experience:

Education A bachelor's degree from an accredited college or university or an equivalent combination of education and experience is required. Experience Three to Five years of customer service, administrative assistant or business experience.

Skills:

Basic computer skills Excellent customer service Excellent verbal and written communication skills Strong conflict resolution skills Salesforce experience preferred

Core Competencies:

Effective Communication:

Exhibits exceptional listening skills, and is transparent through open dialogue and informational sharing

Execution & Initiative:

Demonstrates a high level of initiative on assignments; expresses interest in achieving team success and contributing to overall goals

Teamwork & Interpersonal Skills:

Builds and maintains strong internal working relationships that promote open and honest communication

Problem Solving & Judgement:

Uses sound judgement to evaluate situations and make decisions based on a customer-centric focus

Adaptability:

Committed to continuous improvement; adapts to change, is open to new ideas

Equipment Used:

Multi-line telephone Desktop computer Laptop computer Microsoft Outlook Copier, fax, scanner

Microsoft Office Suite Salesforce Platform Anthology Web Platform Work Environment:

The position is in an office setting within the OSU Alumni Center. Events and activities may be held outside, so there will be some outdoor exposure. Position requires availability to work nights and weekends as determined by event scheduling. Travel may be required in and out of state.

Physical Demands:

Position needs to move about inside the office to access file cabinets, office machinery, etc. Position needs to be able to transport parcels, packages, and other items short distances, and drive a vehicle to deliver and pick up material Position frequently communicates with staff, and must be able to exchange accurate information Frequently move items weighing up to 50 pounds Special Condition for

Employment:

Successful completion of a background check This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for each employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.