Career Center
Chicago, Illinois USA
Alexandria, VA
Posted: 13-Mar-23
Location: Chicago, Illinois USA
Type: Full Time
Categories:
Salary Details:
Additional Information:
Looking to make a difference?
The International Society for Heart and Lung Transplantation is seeking a Member Services Administrator.
ISHLT is the world’s largest multidisciplinary organization dedicated to improving the care of patients with advanced heart or lung disease through transplantation, mechanical circulatory support and innovative therapies.
In this role, you’ll be responsible for managing the Society’s activities related to customer service and the management of the Society’s member and customer data. The Member Services Administrator is the “information hub” for members, member prospects, and the staff team. Often the first point of contact for customers and perspective members, this position responds to member calls and emails, and investigates and resolves minor and significant issues on behalf of management. The position provides the opportunity to combine creativity, innovation, teamwork, and project management to support the activities and mission of the Society.
We are a small team where everyone contributes in meaningful ways, and all our work is collaborative and connected. We are focused on providing a high level of member and customer service to ensure a positive experience for all, externally and internally.
The Member Services Administrator will be local to Chicago and work in the Society's downtown office, with remote work flexibility.
Duties and Responsibilities include the following. Other duties may be assigned.
Customer Service:
- Create a consistent, positive customer and member experience and generate goodwill for ISHLT by responding to inquiries, answering incoming calls, and monitoring Society email inboxes to resolve problems and answer questions about membership, events, and other Society products, services, and other activities.
- With a minimum of oversight, act quickly, diplomatically, and in the best interest of ISHLT to respond to, triage and follow-up as necessary all requests for assistance, ensuring that inquiries receive a response within 24-48 hours.
- Demonstrate and apply knowledge of ISHLT membership history, dues structure, member benefits, events, products and services, website resources, committees, staff roles, communications channels, governance policies and procedures to assist customers.
- Generate confirmations, receipts and invoices for event registrations, membership, and other products and services.
- Chronicle customer interactions to identify trends and avenues to improve customer experiences.
- Maintain customer service standard operating procedures (SOPs) by documenting processes and procedures, updating as needed, and recommending process improvements.
- Provide general assistance to the staff about customer-related issues.
Database Management:
- Input and process payments and refunds for memberships, event registrations, other products and services and other types of data, ensuring its accuracy, timeliness, and completeness.
- Perform routine database quality control to ensure accurate and secure data by building queries and monitoring reports that identify data integrity issues such as duplicate records, inconsistent values, and missing data.
- Maintain database standard operating procedures (SOPs).
Other:
- Manage and fulfill publications and other product orders and maintain accurate inventories.
- Produce and deliver monthly mailing labels to Society journal publisher.
- Manage the collection and management of data related to event registrant dietary and other special needs.
- Assist with shipping of materials to and from event locations.
- Maintain and order office supplies as needed.
- Provide administrative support to the Membership Manager.
- Additional duties as assigned.
Education/Experience:
- BA/BS degree or equivalent experience
- Minimum of 1 year of customer service experience preferably working with physician and staff in a health care society or other professional association.
Skills:
- Highly proficient in the use of Microsoft Office products. Advanced knowledge of Outlook and Excel. Intermediate to advanced experience with Impexium or similar AMS.
- Strong interpersonal skills, ability to project verbal and written empathy, and form strong relationships with ISHLT team members, members, and other stakeholders.
- Strong writing, editing, and verbal communication skills.
- Advanced organizational and time management skills, and attention to detail.
- Ability to respond quickly to time-sensitive requests from staff and Society members.
- Ability to anticipate obstacles, identify opportunities, solve problems, and make recommendations for operational improvements.
- Able to work under tight time constraints and extended hours as required.
- Capable of making objective decisions using sound judgment.
- Ability to travel 1-2 times per year.
Language Ability:
Ability to write reports, business correspondence, and procedures. Ability to respond and identify solutions needed to resolve inquiries or complaints from customers. Ability to present information to management, and respond to coworkers, members, customers, and management.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Supervisory Responsibilities:
None
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision and ability to adjust focus.
To Apply:
Apply with a resume and cover letter through the career site. Explain why you are looking for a new position and why you would be a great fit at the ISHLT. To be considered for the position, include your salary requirements.
Proof of full COVID-19 vaccination required prior to start date. Candidates must be authorized to work in the United States.