Reporting to the Membership Manager, the Membership Specialist provides excellent customer service to ABA members, prospective members, and external stakeholders and provides office support. This position is the first point of contact for customer service requests received via phone, email, and website.  

This position responds to general, membership, online store, and billing related inquiries. Additionally, this role is responsible for developing and updating key sections of the ABA’s online customer support help center, which contains information and technical support articles.

The Membership Specialist provides administrative support for ABA’s membership and awards programs, including data entry, application processing, communications coordination, and meeting support. The position will serve as a power user and tester of the ABA database (Impexium) and project management software (Jira).

This is an office-based position at the ABA Headquarters in Chicago, IL. The role is a full-time exempt role with typical weeks being 37.5 hours. Work hours are 8:30am-4:30pm with a 30-minute break for lunch. As this role is responsible for all external inquires this schedule and location is not flexible.
National travel may be required for the role, 1-5 times per year.

Responsibilities

The Membership Specialist will support the following crucial areas for the ABA, related to membership initiatives:

1. MEMBER/CUSTOMER SERVICE

• Answer customer support requests. Provide members and customers with information and basic technical support regarding ABA membership, programs, and websites. Proactively obtain additional information to respond to complex inquiries and transfers calls/forwards emails as necessary.
• Manage the ABA main phone line, including setting away messages.
• Manage the ABA’s general email inbox using ticketing system (Jira software), engaging other staff as needed, and following up on complex requests.
• Develop and update customer service email templates, help center articles, and technical support documentation.
• Work with designated ABA staff and vendor/partners to troubleshoot problems for members/customers that arise with ABA services, registration, and systems.

2. MEMBERSHIP ADMINISTRATION

• Maintain and update individual and organizational records in the ABA database using established processes, maintaining the integrity of ABA’s member data.
• Coordinate membership processes including, but not limited to, annual renewal invoicing and terminations, discount code tracking, and application processing for mentoring, Fellow-in-Training (FIT), and Fellow of the ABA (FABA) programs.
• Suggest new membership services and processes, as well as strategies for expanding, improving, or discontinuing programs based on customer feedback. 

3. MEMBERSHIP PROGRAM COORDINATION

• Provide project support for ABA Special Interest Groups (SIGs), Mentoring Program, FIT Program, and FABA membership including live and virtual meeting assistance, supply orders, and communications coordination.
• Administer the ABA annual awards application, selection, and distribution processes for ABA awards including the Cheryl Jordan Scholarship, Traveling Fellowship Grants, Leadership Awards, Research Paper Awards and others.
• Support membership and award-related activities at the Annual Meeting and other external meetings such as staffing the membership info desk, ordering/shipping supplies, and printing materials for events.

4.  ABA OFFICE SUPPORT

• Enter guest names into the building security system and greet guests as they arrive in the office.
• Open mail daily and stamp as necessary mail bi-weekly.
• Monitor, store, and order office supplies as needed.
• Provide basis office support for staff including setting up stations for new hires, assisting with conference room AV set-up, maintaining a cleaning schedule for the kitchen, etc.

Qualifications

This is an extraordinary opportunity for an individual with customer service and membership administration experience to grow and further develop a responsive and helpful customer service system.

The successful candidate will be a highly organized, detail-oriented, problem solver who is excited to work in a fast paced, ever-changing environment. They will possess strong technical skills and successfully manage multiple projects simultaneously. They will embrace change to ensure they meet their goals and the goals of the ABA. 
Specific requirements include:

• Bachelor’s degree or equivalent experience.
• 3-5 years of experience supporting and implementing membership programs in the association or non-profit field.
• Strong experience providing excellent customer service, including written responses, and familiarity with providing basic technical support (login and account assistance) to customers.
• Excellent verbal and written communication skills with exceptional attention to details.
• Strong project management skills managing complex, multifaceted projects.
• Self-motivation and ability to take initiative and take on new responsibilities as necessary.
• Familiarity with project management software and membership/customer management systems. Jira and Impexium experience preferred.
• Proficiency in Microsoft Office software including MSWord, Excel, Outlook, and PowerPoint.
• Healthcare association experience preferred.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. While performing the duties of this job, the employee is regularly required to communicate with others both inside and outside of the office, to use a computer and to be able to move around in the office.
• Personal qualities of integrity, collaboration, commitment, solution-orientation and a commitment to and passion for the ABA’s mission.

About American Burn Association

The American Burn Association is a not-for-profit professional membership organization. Our mission is to improve the lives of everyone affected by burn injury. Our over 2,000 multi-disciplinary members include physicians, nurses, therapists, social workers, fire fighters and others who are part of the burn care team. Our staff of 13 works collaboratively as a team, and closely with our dedicated volunteers, to advance the field through education, research, improving quality care, advocacy, prevention and member services. We are located in the Chicago south loop just blocks from the train station. In addition to a competitive salary, we offer health, dental and vision insurance as well as disability and life insurance and a 401k matching program. Equal Opportunity Employer: Disability/Veteran

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