Primary Relationships: Senior Specialist, Membership Engagement, Director, Training and Development; Marketing and Communications Manager; external technology vendors.
Objective: This position is primarily responsible for support of member engagement through performance of tasks related to membership operations including chapters.
Essential Duties and Responsibilities:
Supports administrative functions of chapter operations by responding to chapter inquiries by phone and email; requesting updates to chapter information on the ACRP web site; building and managing chapter events in netForum and drafting official chapter communications for email and web publication.
Provides backup phone and email support to Associate Specialist, Member Services during times of high volume. This support will include excellent service to callers inquiring about member benefits, certification, professional development, event registration and any other individual customer needs. Full-time support will be provided during at the open of conference registration through 2 weeks after the conference ends.
Provides support to the finance and administration team including maintaining a contract tracking system.
Provides support for production of the quarterly chapter leader newsletter.
Runs monthly membership and chapter reports including member count and member renewal reports. Tracks data using membership dashboard or other tracking system.
Assists with troubleshooting member records including correcting duplicates, overpayments, and other anomalies with member records.
Monitors function and delivery of ACRP member benefits to ensure ease of access and use by ACRP members and customers.
In coordination with association subject matter experts, identify appropriate webinar topics and confirm speakers.
Communicate with speakers to ensure timely collection of webinar content in accordance to accreditation standards.
Coordinate with technology vendor to ensure seamless execution of webinars (schedule webinar run-throughs, act as point person the day of the webinar).
Liaise with internal technology staff to ensure proper webinar set up/registration within association systems.
Education and Experience:
Bachelor’s degree or equivalent.
Minimum of 4 years’ experience of customer service experience including database operations
Experience with online platforms like Webex and Higher Logic.
Job Knowledge, Skills, and Abilities:
Possesses strong communication skills and has a proven ability to multitask and prioritize in a fast-paced conference environment.
Focuses on providing high-level customer service to internal and external stakeholders in a timely manner.
Utilizes a disciplined approach to solving problems that gathers sufficient information and engages all perspectives.
Shows an ability to be effective in a multi-disciplinary team environment.
Possesses time management and prioritization skills to follow assignments through to completion, with a results-based focus.
Supervisory Responsibilities: None
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed in a climate-controlled office setting. The noise level in the work area is usually moderate. Employee interacts with staff, has heavy contact (phone and email) with outside organizations and clients. May be subjected to interruptions throughout the workday. Must be able to work flexible hours, including weekends as required. Moderate travel is required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
About Association of Clinical Research Professional (ACRP)
For Learning. For Listening. For Life — The Association of Clinical Research Professionals (ACRP) is setting standards for clinical research competence and workforce development. A Washington, DC-based non-profit organization with more than 13,000 members, ACRP supports professionals and organizations across the clinical research enterprise with the Membership, Training, and Certification programs necessary for clinical trial quality and efficiency improvements.
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