Member Services Supervisor

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

 

Job Title: Member Services Supervisor

Department: Office of Development

Reports To: Director of Member Services

Supervises: Member Services Representative (2), Receptionist (1)

Context: Under the direction of the Director, supervises the Member Service functions and customer service fulfillment needs of the Club as it relates to providing data records research services, telephone coverage and written correspondence to general inquiries. Plans, organizes, and supervises the work flow, productivity, and scheduling of staff. Identifies and initiates improvements in processes as it relates to Member Services.

Scope: The Member Services Supervisor is responsible for staff that respond to members, donors, and the general public who have questions regarding Club benefits, programs, and/or data records. Oversees telephone, US mail and email responses, working collaboratively with all departments in the Club to respond to inquiries; researches issues, resolves problems, and updates database records. Works collaboratively with all departments in the Club, responds to inquiries, researches issues, and resolves escalated problems as necessary. Cultivates a strong member service ethic among team members.

Job Activities:

1. Supervises staff on the delivery of customer service to members, donors, and the general public, including call monitoring and call coaching. Establishes and oversees the delivery of such service and works with the Director of Member Services to develop and implement standards for responding to telephone, email, and regular mail inquiries.

2. Assigns work, establishes priorities, and provides general and technical guidance to team members. Prepares and conducts performance evaluations, makes hiring and termination recommendations, and ensures the development and training of Member Services staff.

3. Identifies and evaluates unusual trends or possible problems occurring in the communications with the membership. Makes appropriate recommendations to the Director of Member Services.

4. Coordinates the gathering and preparation of weekly, monthly, quarterly, and yearly tracking reports relevant to call, mail, email, and member service volumes and contact trends.

5. Responds to 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.

6. Undertakes special projects as requested by the Director of Member Services and/or the Director of Membership & Development Operations. Researches and prepares special projects and reports, using various word processing and spreadsheet applications.

7. Researches and resolves inquiries from members, Club staff, and volunteer leaders regarding membership or donor records and updates; corrects and cancels membership and donor records, including preparation and approval of refund requests.

8. Works closely with the Director of Member Services to cultivate a strong member service ethic among staff in Member Services. Including developing staff training materials and oversight of our call mentoring program.

9. 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.

10. Coordinates the Office of Development and Member Services intranet sites, including working with program managers on revising current site information and adding new forms/information to meet department objectives.

11. Identifies and evaluates unusual trends or possible problems occurring in the communications with the membership. Makes appropriate recommendations to the Director of Member Services.

12. Performs miscellaneous duties as required.

Knowledge and Skills:

-- 1+ year of supervisory experience. Demonstrated ability to set priorities and resolve routine business problems in a customer service setting.

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

-- Demonstrated strong written and oral communication skills.

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

-- General knowledge of applications necessary to work within an internet/intranet environment.

-- General knowledge of applications in database manipulation and retrieval and analysis.

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

We would appreciate your participation in a brief survey about the position you are applying for and about yourself. Your responses will be completely anonymous and will be held completely confidential.