The Membership Coordinator is responsible for supporting a variety of tasks including day-to-day and ongoing projects within the membership department. Supports membership growth by providing expert support to members and other SMPS stakeholders. Responsibilities include contact with members, daily processing of membership applications, fulfillment procedures, annual meeting support, membership marketing initiatives, working with staff and committees, and other general support.
Provides customer service support, creating engaged customers.
Responds to phone and chat line, providing excellent customer service.
Takes ownership of customer issues and follows problems through to resolution.
Processes new, renewal, and reinstatement checks and credit card payments.
Follows procedures to enter and process transfer of memberships.
Answer questions from volunteer leaders, members, and their firms about member benefits, categories, and payment/transfer policies.
Communicates to dropped, inactive, and prospective members in an effort to retain, reinstate, or gain their membership.
Conducts monthly call campaigns to new members welcoming them, and to members nearing their expiration date to encourage renewal.
Sends exit survey to dropped members. Tracks and reviews survey responses.
Processes in-house prospective member data and coordinates mailings to prospective members.
Coordinates the membership referral campaign, tracks membership referrals, and communicates to referee and members. Tracks referral efforts and awards membership extensions.
Responsible for the membership renewal installment system. Communicates the installment plan offering, creates payment schedule, invoices members, and processes payments.
Produces, assembles, and mails membership kits, renewal cards, and invoices on schedule.
Coordinates with team and ships displays and materials for various industry conferences.
Plans daily work schedule. Follows preset schedule related to invoicing, mailing, and other Society activities.
Provides support to other departments and management team as needed.
Bachelor’s degree preferred or related work experience.
Experience in customer service, administrative support, or membership—preferably with an association or non-profit.
Exceptional customer service and communication skills, verbal and written.
Excellent time management and organizational skills.
Working knowledge of, and experience with the use of database management systems; data entry, production of queries, reports, and forms.
Proficient in MS Office (Outlook, Word, Excel, Access, and PowerPoint).
Ability to identify inconsistencies and missing data in order to assure complete and consistent records.
Ability to rapidly learn and use new technology and software.
Ability to work with limited supervision and successfully within a team.
Familiarity with social media and CMS (website) systems preferred.
Limited travel and some evening work may be required to attend meetings and conferences.
Applicants should include salary requirements (range) in cover letter.
Additional Salary Information: Applicants should include salary requirements (range) in cover letter.
The Society for Marketing Professional Services (SMPS) is a community of marketing and business development professionals working to secure profitable business relationships for their A/E/C companies. Through networking, business intelligence, and research, SMPS members gain a competitive advantage in positioning their firms successfully in the marketplace. SMPS offers members professional development, leadership opportunities, and marketing resources to advance their careers.