What are the responsibilities and job description for the Member Care Representative position at msta?
Job Description:
The Member Care Representative (MCR) is responsible for phone, e-mail and in-person requests from members, potential members and the public. The MCR provides general information regarding MSTA benefits and services and how they may be accessed and answers general inquiries. The MCR transfers calls that require specialized response to the proper department or person and acts as an information and administrative resource to other departments when requested. The MCRs also support the Member Service Coordinators, the Professional Learning staff, the Student Groups Coordinator and the Director of Member Services.
Duties & Responsibilities:
Customer Service Responsibilities:
· Provides excellent customer service via phone, email and in-person to members, potential members, colleagues and the general public.
· Provides information regarding MSTA benefits and services and how they may be accessed.
· Researches answers to general information requests when information is not immediately available and then provides the information as requested.
· Transfers calls that require specialized response to the proper department or person.
· Follows through to ensure all requests receive the best possible answer.
· Assists members with event registrations, password resets, email address updates, enables CTA leader access, guides members through the Autopay process.
· Keeps abreast of association news, events and issues, resourcing callers by connecting them with the appropriate departments for the issue.
· Serves as administrative assistant to Member Service Coordinators, Professional Learning staff, Student Groups Coordinator, Director of Member Services, and others as requested or assigned.
· Greets guests, vendors and delivery drivers, addressing their needs and connecting them with the appropriate staff person when necessary.
· Ensures that the entry door to the Member Care Department is locked and unlocked in a timely manner.
Data and Records Responsibilities:
· Logs calls, online communications, and Member Care email information in Salesforce account records.
· Carefully verifies membership status prior to offering specific services.
· Sets-up event registrations in Salesforce and registers those who inquire for events appropriate to their membership status.
· Runs reports for departments that they support as needed.
· Updates membership records data in Salesforce.
· Supports the Professional Learning Department by scheduling, coordinating, and documenting all onsite and online Beginning Teachers Assistance Program events.
· Tracks BTAP participant progress and guides them through the process.
· Enters payroll deduction survey data in Salesforce annually.
· Updates Salesforce data as needed; including demographic information, CTA officers, retirement status, etc.
Other Responsibilities:
· Adheres to all applicable communication policies and procedures.
· Uses time and resources effectively and efficiently.
· Cooperates with all MSTA staff and encourages them to effectively serve association members.
· Performs other duties as requested or assigned.
· Provides excellent customer service via phone, email and in-person to members, potential members, colleagues and the general public.
· Provides information regarding MSTA benefits and services and how they may be accessed.
· Researches answers to general information requests when information is not immediately available and then provides the information as requested.
· Transfers calls that require specialized response to the proper department or person.
· Follows through to ensure all requests receive the best possible answer.
· Assists members with event registrations, password resets, email address updates, enables CTA leader access, guides members through the Autopay process.
· Keeps abreast of association news, events and issues, resourcing callers by connecting them with the appropriate departments for the issue.
· Serves as administrative assistant to Member Service Coordinators, Professional Learning staff, Student Groups Coordinator, Director of Member Services, and others as requested or assigned.
· Greets guests, vendors and delivery drivers, addressing their needs and connecting them with the appropriate staff person when necessary.
· Ensures that the entry door to the Member Care Department is locked and unlocked in a timely manner.
Data and Records Responsibilities:
· Logs calls, online communications, and Member Care email information in Salesforce account records.
· Carefully verifies membership status prior to offering specific services.
· Sets-up event registrations in Salesforce and registers those who inquire for events appropriate to their membership status.
· Runs reports for departments that they support as needed.
· Updates membership records data in Salesforce.
· Supports the Professional Learning Department by scheduling, coordinating, and documenting all onsite and online Beginning Teachers Assistance Program events.
· Tracks BTAP participant progress and guides them through the process.
· Enters payroll deduction survey data in Salesforce annually.
· Updates Salesforce data as needed; including demographic information, CTA officers, retirement status, etc.
Other Responsibilities:
· Adheres to all applicable communication policies and procedures.
· Uses time and resources effectively and efficiently.
· Cooperates with all MSTA staff and encourages them to effectively serve association members.
· Performs other duties as requested or assigned.