Description

The Member Services Coordinator works to manage and deliver a positive customer experience for Trout Unlimited’s members, adding value to the member experience and setting the stage for increased future member engagement. The Member Services Coordinator utilizes a strong combination of customer care experience and project management skills and is responsible for implementing strategies to guide TU’s personal engagement with members; overseeing the organization’s inbound and outbound customer service communications, including external resources; coordinating management and maintenance of our customer database; and tracking and creating performance assessments to guide future decision-making. 

These are exciting times for Trout Unlimited. Guided by our new strategic plan, we are actively working to become an organization that inspires a more diverse corps of supporters to join us in advocating and caring for our lands and waters. The Member Services Coordinator will be instrumental in ensuring every TU member feels both welcomed into and respected by the organization.

This position reports to the Director of Member Services and will work closely with colleagues throughout TU’s Marketing and Communications department, including the department’s Vice President. The director will also work closely with TU’s Volunteer Operations team to elevate issues, provide feedback, and report information that can lead to greater volunteer satisfaction and engagement. This role interacts regularly with colleagues on TU’s Development team and members of the senior leadership team. The position is based in Arlington, Virginia, and will allow for 75-80% work from home.

DUTIES AND RESPONSIBILITIES 

• Processes donations and memberships as well as daily fulfillment processing.
• Assist in orchestration of CRM database maintenance as well as tracking of database issues and needs for Trout Unlimited
• Weekly review of all premium and acknowledgement fulfillment. 
• Responds to inquiries, researches, and resolves member issues and notifies members of resolution via email, phone, or letter as needed. 
• Oversee daily operations of 3rd party call center and mail processing function, ensuring timely and accurate processing with a focus on member satisfaction. 
• Supports Director of Member Services with quality control of third-party vendors.
• Work in cooperation with customer service stakeholders, e.g., Marketing, Development, and Volunteer Operations teams, on an ongoing basis. Report campaign response, including member feedback and perceived effectiveness. 
• Order and manage inventoried supplies for acknowledgement fulfillment. 
• Process TU’s workplace giving and CFC donations. 

About Trout Unlimited 

Trout Unlimited (TU) is a conservation organization that is uniquely positioned to create common ground among diverse interests to conserve, protect and restore North America’s cold-water fisheries and their watershed. We overcome obstacles with grassroots credibility, professional skill, non-partisanship, and scientific expertise. We build meaningful relationships with decision makers, land and resource stewards, community members, and other stakeholders to deliver meaningful change across landscapes. TU is both a local, on-the-ground force and a national player with 300,000 members and supporters organized into over 400 chapters and councils nationwide. Our mission is to bring together diverse interests to care for and recover rivers and streams so our children can experience the joy of wild and native trout and salmon. 

Requirements

•  A Bachelor’s degree (required). 
• A minimum of 3 years’ experience in a customer service operations role. 
• Excellent communications skills via phone, email, and personal correspondence. 
• Ability to work independently, with the capacity to manage complex issues and challenges. 
• Experience in delivering customer solutions to diverse audiences. 
• Ability to manage multiple priorities simultaneously and adapt to changing priorities with flexibility and efficiency. 
• Experience with database marketing and CRM management. (TU’s CRM is NetForum.) 
• Strong organizational skills and an ability to meet high standards of quality and accuracy. 
• Experience working in a nonprofit environment a plus.
• Self-motivated and highly energetic, with a personable and friendly disposition. 
• Clear understanding of and commitment to the principles of diversity, equity, and inclusion. 
• Interest in and passion for TU’s mission. 
• Familiarity with conservation and fishing/angling a plus, but not required. 

At TU, we value a diverse representation of staff, and we actively seek candidates for this position who come from communities that have been historically under-represented in conservation and angling. We are committed to building space for all people to participate in our work to care for trout and salmon and clean our shared waters. We are proud to be an equal opportunity employer and we encourage you to learn more about our equity practice and values at tu.org/equity.