Member Services Representative

IMPORTANT:  This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders.  Other applicants need not apply.

 

Job Title: Member Services Representative

Department: Office of Development / San Francisco

Reports To: Associate Director, Member Services

Context: The Member Services unit within the Information Center serves on the front line of the Sierra Club by interacting with members and donors who have questions regarding their benefits or records. The Representative responds to requests from members, the volunteer leadership and from other staff entities for information and services regarding all Sierra Club programs, researching issues which bear on the membership records, and updating organizational files.

Scope: The Representative exchanges information and coordinates activities with the offices of Accounting, Information Systems, Office of Major Gifts, SC Foundation, Outings, Sierra Magazine and Conservation as well as with other Development staff to resolve member and donor information entry problems and to assure appropriate delivery of services for the member. The representative handles correspondence and telephone inquiries, researches membership problems, and updates member records. The Representative may occasionally coordinate the work of volunteers and other staff assisting with specific projects.

Job Activities:

1. Researches and resolves inquiries from members, Club staff, and volunteer leaders regarding membership or donor records.

2. Coordinates and integrates the information on individual donor and member's records to assure that all Club systems have current information and that specific program applications are applied to the individual records.

3. Responds to routine correspondence and telephone inquiries from members or volunteer leaders concerning membership or donor problems; identifies appropriate offices or individuals within the organization to respond to requests which fall outside the scope of Member Services.

4. Updates, corrects and cancels membership and donor records, including preparation of refund requests.

5. Monitors the flow of work to identify unusual trends or possible problems occurring in the communications with the membership.

6. Maintains office records including routing, filing and photocopying or correspondence.

7. Researches and prepares special projects and reports, using various word processing and spreadsheet applications.

8. Provides fulfillment service on a project basis for special development programs such as, but not limited to, field membership materials distribution and commemorative and memorial acknowledgements.

9. Acts as receptionist, greeting and directing visitors to the national headquarters office. Accepts incoming parcels and notifies staff. Maintains reservation log of conference rooms.

10. Performs miscellaneous duties as required.

Knowledge and Skills:

-- Demonstrated ability to work as part of a collaborating team to identify and solve problems.

-- 2+ years of office experience including record keeping, data entry, and PC/Mac experience with word processing and/or spreadsheet applications.

-- Demonstrated ability to work independently, set priorities, and resolve routine business problems in a customer service setting.

-- Demonstrated ability to manage large volumes of diverse and detailed information.

-- Strong written and oral communication skills.