Memebership Customer Support Coordinator

 Job Title: Membership Customer Support Coordinator

Reports To: Director of Membership and Data Integrity

FLSA Classification: Non-Exempt

Nature of Work:

The Membership Customer Support Coordinator has an essential role on the OSU Alumni Association's membership team and is dedicated to fostering strong ties between the University and its Alumni. This role supports the purpose and core values of the Alumni Association by facilitating responses to membership issues, assisting the membership team with member services, problem-solving, and fulfillment.

The primary function of the position is to manage membership customer service, membership, and legacy fulfillment, and Ascend data needs as it relates to the oversight of data integrity. The position is also responsible for greeting and providing direction to visitors to the Alumni Center. This position is responsible for implementing process improvements to support membership acquisition, retention, and growth while providing excellent customer service to our members.

Success in this role means that data is accurate, which allows members to move through the pipeline, and that the department is high performing regarding retention, revenue and operations.

Responsibilities:

Program Support

• Serve as the customer service representative for membership questions
• Greet and assist people who have questions about the Alumni Center and the OSU Campus, as well as provide information services such as locating bricks outside the building, locating meeting rooms, and explaining where campus landmarks such as statues, labs, and research buildings are located.
• Assist with member service issues and determine the best solutions for satisfied members
• Assist with the coordination and implementation of selling memberships, both alumni and student
• Maintain the membership and legacy gift fulfillment processes
• Submit updates for constituent records in the database to reflect current information, special requests, and legacy registrations/updates.
• Manage and submit member communication preferences in the alumni database
• Update membership payments in Stripe by members' request
• Manage and maintain the Alumni Association's merchant discount program by identifying alumni or business for merchant discount program and generating other ways to inspire and connect alumni. As well as serve as the main POC for vendors and ensure accuracy of online and app listings.
• Responsible for maintaining current Standards of Operations Procedures for the Membership team
• Provide reporting on assigned areas to leadership upon request

• Serve as backup to the OSU Alumni Association Administrative Assistant

• Manage and coordinate Random Acts of Membership Program and fulfillment Assist with Data import files as assigned for strong record tracking (event attendance, OSUAA purchases, prize winners, etc.)
• Assist with Alumni Association events as needed
• Process incoming and returned mail
• Manage Membership student worker
• Perform other duties as assigned

Organizational Service

• Maintain goals and objectives by providing membership and member services
• Provide excellent member service to all constituents inquiring about all Alumni Association programs and events
• Work with and provide guidance to student workers

Job Competencies and Experience:

Education

A bachelor's degree from an accredited college or university or an equivalent combination of education and experience is required.

Experience

One to three years of customer service, administrative assistant or business experience.

Skills:

• Basic computer skills
• Excellent customer service
• Excellent verbal and written communication skills
• Strong conflict resolution skills
• Salesforce experience preferred

Core Competencies:

• Effective Communication: Exhibits exceptional listening skills, and is transparent through open dialogue and informational sharing
• Execution & Initiative: Demonstrates a high level of initiative on assignments; expresses interest in achieving team success and contributing to overall goals
• Teamwork & Interpersonal Skills: Builds and maintains strong internal working relationships that promote open and honest communication
• Problem Solving & Judgement: Uses sound judgement to evaluate situations and make decisions based on a customer-centric focus
• Adaptability: Committed to continuous improvement; adapts to change, is open to new ideas

Equipment Used:

• Multi-line telephone
• Desktop computer
• Laptop computer
• Microsoft Outlook
• Copier, fax, scanner
• Microsoft Office Suite

• Salesforce Platform Anthology Web Platform

Work Environment:

The position is in an office setting within the OSU Alumni Center. Events and activities may be held outside, so there will be some outdoor exposure. Position requires availability to work nights and weekends as determined by event scheduling. Travel may be required in and out of state.

Physical Demands:

• Position needs to move about inside the office to access file cabinets, office machinery, etc.
• Position needs to be able to transport parcels, packages, and other items short distances, and drive a vehicle to deliver and pick up material
• Position frequently communicates with staff, and must be able to exchange accurate information
• Frequently move items weighing up to 50 pounds

Special Condition for Employment: Successful completion of a background check

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for each employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.