This position reports to the Director of Membership, providing customer service support and coordinating projects and activities to facilitate communication to Academy members. The position processes membership applications and renewals, manages membership and communication-related inquiries, and processes and fulfills store orders.
Essential Duties / Responsibilities
Under direction of the Director of Membership, oversees the process of new member applications, member renewals, materials for new and Life members, publication subscriptions, and Academy store orders
Coordinates and mails new member certificates/packets/membership cards, Life member certificates and pins
Mails applications in accordance with mini-campaign schedule in the annual membership plan
Oversees billing and payment of monthly renewals of Direct Connect subscriptions
Sets up and monitors membership installment plans for renewal dues
Maintains the integrity of the membership database, making corrections as required and/or requested by members (name, address, e-mail address)
Administers member e-mail blasts (manage opt-outs, bounce backs and metrics)
Performs e-mail and database list queries including data queries for all Academy print and electronic publications
Processes all mailing list rental requests/orders
After review by Director of Membership, scans and organizes base file applications
Provides administrative support for surveys
Assists with volunteer engagement projects
Serves as the staff liaison for committee/volunteer groups as assigned
Distributes resumes to the Resume Review Subcommittee Chair and track/scan reviewed resumes
Travels to the Academy’s annual convention and oversees the operation of the onsite Academy store, including inventory planning and shipment to and from convention
Customer Service (20%)
Manages the sales and fulfillment of publication and merchandise ordering for the online Academy store, as well as inventory system for tracking publication sales; notifies when publication reprints need to be ordered
Provides service to members and administrative support for current affinity programs
Fulfills requests for missing issues and articles from Audiology Today and JAAA
Receives and responds to all inquiries regarding membership and membership benefits
Assists at front desk as needed
Serves as back-up administrator for career site
Team and Individual Management (10%)
Prepares plan for next week’s work and shares with the Director of Membership
Aids and assists the team in order for them to accomplish planned work
Cross trains in other roles of the team
Actively experiments to improve current systems and offers solutions/options when presenting problems
Demonstrates enthusiasm for the organization and its mission and displays a positive and enthusiastic work ethic
Handles crises and emotional upset in a mature manner
Demonstrates the ability to resolve conflicts directly, quickly, completely, and to give and receive positive and negative feedback and criticism
Communicates clearly in one-on-one meetings, team meetings, and ensures listeners have understood communications
Communicates clearly in writing by being clear, concise, well organized, and carefully proofreading all correspondence
Actively experiments to improve systems and offers solutions/options when presenting
Organization-Wide Responsibilities (10%)
Communicates deadlines with lead time for team
Contributes to cooperative, healthy team spirit
Communicates team issues in a positive way
Performs assignments in a positive and cooperative manner
Provides the Vice President, Communications and Membership with a summary of weekly accomplishments
Participates as an enthusiastic Academy/Partner Team Member in fulfilling our mission.
Serves as the staff liaison for committees/volunteer groups as assigned Other duties as assigned.
2-3 years related experience and/or training or equivalent combination of education and experience
Knowledge of sales and fulfillment of publication and merchandise ordering
Proficient with Microsoft Office, database software, CRM, and inventory systems
Team Relationships: Maintains positive and productive team relationships. Assists team members as needed. Subscribes to principles required of functional team. Sensitive to effect of actions on other team members. Strives to maintain a positive work environment that encourages mutual respect and promotes respectful and congenial relationships between employees.
Customer and Vendor Relations: Places highest priority on achieving and maintaining best in class customer and vendor relations. In a highly responsive manner, courteously interacts with internal and external customers and suppliers. Proactively identifies customer needs. Maintains confidentiality when required and applicable. Uses appropriate degree of assertiveness. Confirms understanding with third parties in order to provide more effective service. Represents the Academy in a professional and courteous manner. Promotes a positive image of the Academy.
Communication: Presents ideas and listens effectively to others. Shares lessons learned and newly gained knowledge. Effectively communicates with peers and managers and keeps management informed of work status. Writing skills in alignment with requirements of position. Demonstrates verbal communication and presentation skills appropriate to job function. Demonstrates effective meeting facilitation, if applicable.
Initiative and Execution: Self-starter and results oriented. Takes initiative in working independently and with teams to accomplish work objectives. Measures and reports progress on work objectives in a timely manner. Effectively uses knowledge and skills in performance of job. Proactively identifies ways to contribute to company goals and missions, utilizing company processes and procedures. Demonstrates self-discipline and persistence. Results driven and self-directed.
Creativity and Innovation: Actively explores new ideas and concepts generated by self and others. Effectively translates new ideas and concepts into practical outcomes. Keeps team abreast of industry innovations.
Personal and Professional Development: Participates in both self-initiated and employer sponsored learning and training to increase knowledge and expertise. Stays informed of current technology and skills relevant to job. Utilizes knowledge to streamline processes and proposes new ideas. Understands and adheres to company policies and ethics. Comprehends processes and procedures within position and department.
Problem Solving: Actively explores information and considers options and alternatives generated by self and others. Identifies solutions and resolves problems in a timely manner. Keeps managers and others informed of problems, ideas, and/or decisions. Takes initiative and works independently. Accepts constructive criticism and feedback.
Flexibility: Adapts to change and remains flexible. Demonstrates the ability to quickly and positively adapt individual views to appropriately handle changing circumstances and alternative ideas, methods, and processes. Confidently and positively addresses setbacks, while remaining mission focused. Effectively manages professional relationships and situations.
Physical Demands / Working Conditions
Willingness to travel up to 10% time in order to support business needs
Repetitive physical activity such as data entry and repetitive mental activity such as checking entries in a report, etc.
Must be able to sit comfortably at a computer desk for long periods of time
Must be able to work on a computer up to 8 hours a day
About American Academy of Audiology
Located in the metropolitan Washington DC area, the American Academy of Audiology is the world’s largest professional organization of, by and for audiologists. Our active membership of just over 12,000 audiologists join together to provide the highest quality of hearing health-care service to children and adults and promotes quality hearing and balance care by advancing the profession of audiology through leadership, advocacy, education, public awareness, and support of research. The Academy has an active Board of Directors, including an elected president and president-elect, a strong group of volunteer committee leaders, an active Foundation, and a highly-involved student member population.