Membership Coordinator

Portland Japanese Garden – a 501(c)(3) non-profit in Portland, Oregon – is hiring for a Membership Coordinator who is positive, detail-oriented, and highly motivated. The Membership Department serves more than 20,000 individual members. The Membership Coordinator supports the Senior Membership Manager by executing strategies for membership growth, retention, and engagement; managing department communications and events; overseeing a successful member experience; and ensuring that all Portland Japanese Garden departments provide exceptional customer service to current and prospective members.

The ideal candidate will also possess excellent written and verbal communication skills, outstanding customer service skills, and a commitment to promoting an inclusive and collaborative workplace across the organization. This person will be detail-oriented, able to shift quickly between projects and priorities, and exemplify professionalism and courtesy.

This position reports to the Senior Membership Manager and will work from either our remote office, located off the Sylvan exit of Highway 26, or the Membership Center located in the Garden, with the ability to work from home one day per week after completing the 90-day introductory period. It periodically includes some evening and weekend hours.

Primary Duties 

Membership Services and Sales

• Serve as the primary contact for membership inquiries, including managing membership’s dedicated phone line, voicemail, and email, and distributes follow ups based on requests, providing timely, courteous, and excellent customer service to current and prospective members
• Review and distribute incoming membership mail, including processing all mailed membership contributions in the CRM
• Pull and merge data from the CRM to process monthly membership renewal notices, lists and coordinate with external vendor for printing and mailing
• Coordinate with the Senior Membership Manager to update renewal emails and letters quarterly
• Promote and process membership sales through on-site engagement, phone calls, email communications, and community events
• Manage Library membership renewals, and new and existing relationships with community partners as they relate to membership
• Support the Membership Assistant with processing online and Gift Shop membership contributions during peak times, and helps review Customer Service Issues as needed
• Notify the Senior Membership Manager when USPS non-profit permit account is low on funds
• Maintain deep knowledge of all membership levels, benefits, and organizational programs to effectively communicate value to potential members
• Work with the Senior Membership Manager in refining department policies and procedures

Membership Communication and Events

• Manage and execute all member communications, including newsletters and other member notices, event invitations and communications, and member satisfaction surveys, including pulling mailing and email lists.
• Track and analyze communications to ensure efficient response times and identify trends to improve communication and build efficiencies
• Regularly review and update membership collateral and website content to enhance clarity, accuracy, and the overall user experience for both in-person and online audiences
• Develop training materials and resources for front-of-house staff to provide high quality customer services to members and visitors
• Work with the Senior Membership Manager, Marketing and Events teams to plan and execute membership events, including coordinating logistics, set up and check in process, writing and coordinating pre- and post-event communications with members, including pulling ticket and event lists and reporting
• Assist with processing member ticket requests and from other departments as needed
• Track membership renewals inventory and notify the Senior Membership Manager to place orders
• Represent the Membership Department in cross-functional meetings, including Events, Development, Marketing, IT, and other internal teams, to ensure alignment, effective communication and collaboration

Cross Departmental Collaboration and Membership Training

• Serve as the primary liaison with Visitor Relations staff—supporting membership tickets and contributions resolutions, providing training and education, and fostering strong collaboration and communication between the Membership and Visitor Relations teams
• Collaborate with colleagues within the organization ensuring that Membership initiatives are executed efficiently and correctly
• Conduct cross-departmental training on membership sales procedures and policies, including Golden Crane membership and donation processing on-site
• Other duties as assigned.

Other Responsibilities

• Familiarize oneself with the organization and the Employee Handbook
• Get to know fellow staff members, developing trust, establishing credibility, encouraging teamwork, and creating an atmosphere of open, honest, two-way communication 
• Serve as a role model for Garden volunteers, providing support and encouragement to volunteers in their roles across the Garden
• Maintain a high level of professionalism in manner and appearance
• Adhere to Garden Dress Code

Qualifications

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the position, and that candidate may be one who comes from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for this role.

• At least two years of experience in membership services and/or front-of-house experience in a visitor-serving nonprofit or similar experience in customer service, hospitality, or retail, preferably.
• Exceptional customer service and ability to communicate with people of diverse backgrounds
• Proficiency in Microsoft Office.
• Experience working with CRM systems; experience with Tessitura is a plus
• Excellent writing, editing, and communication skills.
• Excellent customer service skills.
• Ability to think creatively and take initiative.
• Highly organized and detail oriented

Special Requirements

• Must be available to work occasional evenings or weekends for events.
• Must be able to remain in a stationary position, using a computer for several hours
• Must be willing and able to occasionally travel between the administrative office and Portland Japanese Garden

Compensation & Schedule

• Wage: $22.25 - $23.25/hour
• This is a full-time, hourly position with approximately 40 hours per week. Shifts are typically 8 hours (plus ½ hour lunch), Monday – Friday.
• Benefits:
• ---health, dental, and vision insurance (premium 100% covered for employees), with partial deductible reimbursement
• ---401k plan (after 6 months, with 4% employer match after 1 year)
• ---flexible spending accounts for medical and dependent care expenses
• ---paid time off:
• ---------vacation: 2 weeks per calendar year to start, with regular increases
• ---------wellness: 10 days per calendar year
• ---------holidays: 10 holidays per year
• ---free access to the Employee Assistance Program (EAP)

Transportation

The Garden is located at 611 SW Kingston Avenue, in Washington Park. Below are the transportation options for staff commuting to the Garden:

• Parking: Staff may park in the numbered spaces throughout Washington Park, which require payment. Additionally, staff may request parking permits from Washington Park. The Garden subsidizes a portion of the cost for parking permits; the cost for staff is $75 during the high season (March – September) and $50 during the low season (October – February).
• Bus Passes: For staff who take public transit as their primary means of commuting to the Garden, we provide paid bus passes. Full-time staff receive a monthly TriMet pass, and part-time staff receive daily passes, based on their work schedule.
• Transportation Stipend: Staff who take any form of alternative transit to get to work qualify for a $5 daily stipend. This includes taking public transit, walking, biking, carpooling, or getting dropped off. The only staff who do not qualify for the stipend are those who are receiving a bus pass through the Garden.

Applications

To apply, please submit a resume, cover letter, and three work-related references. Incomplete applications will not be considered. Please no phone calls or hand delivered applications. Applications will be accepted until the position is filled.

All submitted applications will be held in confidence.

We encourage all potential applicants to watch our video entitled “Come to Understand: Welcome to Portland Japanese Garden” (5:56 minutes).