About the Role
Reporting to the Senior Manager, Member & Customer Relations, the Member & Customer Relations Representative supports the Member & Customer Relations team. They do so by answering phone calls and responding to emails, maintaining the mail room, interacting with members, keeping the office supplies and kitchen stocked, and resolving issues in a timely and effective manner. The job responsibilities include, but are not limited to:
Essential Duties and Responsibilities
Visitors to the office:
  • Serve as one of two representatives to all visitors to AIHA, including receiving guests and alerting appropriate staff.

Telephone Coverage:
  • Responds to telephone calls in a timely and professional manner.
  • Maintain the general voicemail system for AIHA.
  • Uses online scripts to answer questions about any association program, activity, and/or service.

Mail & Document Processing:
  • Process all outgoing mail (domestic and international) via UPS, FedEx, USPS, and international packages
  • Process occasional bulk mailing and staff’s personal mail
  • Log all incoming packages and deliver reasonable-sized packages to AIHA staff
  • Alert staff of larger shipments upon arrival
  • Sort and file all incoming faxes
  • Complete end of month/daily reports for USPS, UPS, FedEx, and International for personal postage, departmental postage, and all Xerox copiers/scanners

Order Fulfillment
  • Process and fulfill all publication and eLearning orders, including:
    • Receiving orders via phone, fax, email, and mail
    • Entering information into AMS system and processing payments
    • Processing lockbox orders
    • Processing quotations for customers
    • Completing transmission of orders
    • Boxing and shipping out in-house orders
  • Processing all merchandise returns. This includes: researching the problem, issuing call-tags (when needed), filling out appropriate paperwork, working with Finance, restocking items and sending replacements
  • Research all problem calls/mail relating to orders and providing copies of invoices and order confirmations to customers
  • Assist at AIHce annual conference in processing onsite orders and transmitting high volume AIHce orders

Supply Stocking & Inventory Tracking
  • Oversees inventory and supply orders, including weekly inventory of kitchen supplies
  • Process staff orders from office supply vendor
  • Maintain inventory in shipping center including replenishing mailing supplies, AIHA branded supplies, publications, toner cartridges, etc.

Member Interactions
  • Assist in maintaining membership database and entering changes, including entering new prospects into database, address changes from Synergist returns, maintaining and updating Volunteer Groups committee rosters.
  • Assist with incoming inquiries related to membership issues, providing dues receipts, processing renewal payments, creating invoices, processing new membership applications and answering all membership related inquiries
  • Process membership weekly revenue reports and process membership retention cold calls, as needed.
  • Process all Synergist subscriptions by taking payments for subscriptions, entering new orders, enter complementary subscriptions, review all claims, and process non-member Synergist return issues.

Consultant’s Listing
  • Make sales/reminder calls to consultants for the Consultant’s Listing
  • Create a personal email to all renewing consultants and process all incoming payments for the listing
  • Provide data entry support for advertisement details
  • General website maintenance including correcting and adding listings to the website
  • Prepare files and proof final print copies

Additional Responsibilities
  • Train new employees on telecom system, in/out mail process, Outlook calendar entries, Xerox and fax machines.
  • Assist with set-up and break down for in-house meetings and seminars
  • Assist with various administrative projects, including: stuffing envelopes, folding letters, collating copies, and processing outgoing mail
  • Assist with minor equipment maintenance (coffee machine, copiers, telecom system, fax machines, etc.)
  • Assist Senior Manager, Member and Customer Relations with all department basement storage, as needed
  • Assist with other administrative activities, as directed and needed


Qualifications
Education & Experience
Required:
  • 0 – 2 years experience in an office setting, preferably in an association or non-profit, internships will be considered
  • Very strong customer service skills
  • Excellent organization and communication skills
  • Able to lift and/or move up to 50 pounds, regularly, including multiple times daily
  • STRONGLY Preferred: Bilingual in English & Spanish

Preferred:
  • Associate’s Degree in Business or a related field
  • Hands on experience working with an Association Management System (AMS) or other type of database
To Truly Excel, You Will Have:
  • Have exemplary attention to detail and a customer service focused mindset
  • Be able to handle confidential information and use discretion when necessary
  • Be able to communicate and work with employees and customers
  • Demonstrate flexibility and adaptability in your work style to better respond to multiple requests/tasks, shifting priorities, and informational needs
  • Be team-oriented and able to share information, goals, opportunities, and successes with the appropriate parties
Residency Requirement
Based on our business set-up and to maximize remote work opportunities, AIHA only employs individuals who live in Washington, DC, Maryland, or Virginia. To be considered a candidate must live in, or be willing to relocate to, Washington, DC, Maryland, or Virginia.
Travel
Travel to our annual conference may be required for this position.
 

Department: Finance & Operations
This is a non-management position
This is a full time position

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