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Membership Coordinator
Endocrine Society
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Membership Coordinator

Endocrine Society

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Details
Posted:
October 28, 2020
Location:
Washington, D.C.
Type:
Full Time - Entry Level
Categories:
Customer Service and Support, Membership
Endocrinologists are at the core of solving the most pressing health problems of our time, from diabetes and obesity to infertility, bone health, and hormone-related cancers The Endocrine Society is the world’s oldest and largest organization of scientists devoted to hormone research and physicians who care for people with hormone-related conditions. Our inclusive community is made of scientists, physicians, educators, nurses, and students in 122 countries.
 
Working in a team environment, the Membership Coordinator plays a vital role in building member loyalty and satisfaction. A positive attitude and a genuine desire to assist others is essential for providing superior frontline support to Society members and customers. Through cross-functional collaboration, the Member Services team serves as a resource for other departments by providing insightful business intelligence collected from member and customer interactions.
 
What you’ll bring to the job:
  • Minimum of Associate’s degree or equivalent experience required.
  • 3 years of office experience required; non-profit experience a plus. Experience processing financial transactions preferred. Strong interpersonal and customer service skills (positive attitude, friendly, courteous and helpful).
  • Ability to work in a fast-paced team environment.
  • Strong verbal and written communication skills (excellent grammar, voice, and diction).
  • Strong organization and data entry skills.
  • Impeccable attention to detail.
  • Ability to work collaboratively and independently on assigned responsibilities.
  • Strong independent problem-solving skills and initiative.
  • Ability to prioritize multiple tasks, meet deadlines and work well under pressure.
  • Proficient in MS Word, Excel and Outlook.
  • Proficient in AMS software, netFORUM preferred.
  • Occasional travel and weekend work.
  • Fluency in Spanish is a plus.
 
Our Values:
We believe in and empower our staff. We know that with our investment in their growth, they have an even greater potential to contribute to our organization. Our core values embody the character and culture of our staff – they guide our decision making, interactions and how we serve our members. As an organization, we are committed to: demonstrating responsible stewardship, treating one another with trust and mutual respect, supporting work life balance, sustaining an inclusive environment, and fostering an environment that encompasses communication, service, collaboration, results & innovation.   
 
What you’ll own:
 
Customer Service
  • Handles customer email, telephone and written inquires in a professional and friendly manner. Provides timely feedback to supervisor regarding any repetitive customer service concerns and any technical or support problems.
  • Validates issues and conveys the details to the appropriate staff person in a clear and concise manner.
  • Remains well versed on the procedures and business rules of the department and the Society, and extremely knowledgeable about the products and services processed by Member Services.
  • Demonstrates expert knowledge of Society products and services so cross-selling recommendations can be effectuated to meet member/customer needs.
  • Handles patient phone calls and patient education fulfillment for the Hormone Health Network.
  • Maintains knowledge of all current patient education materials and provides appropriate resources in a prompt and professional manner.
  • Creates invoices and processes payments for mailing lists
 
Provide Technical and Online Support to Society Members and Customers
  • Provides real-time support via phone, email or online chat.
  • Assists members, as needed in accessing their online journals and logging into the Society’s Member’s Only Web site.
  • Assists members in registering for a meeting, submitting an abstract, or purchasing a product through the Society’s website and 3rd party vendors.
  • Demonstrates in-depth knowledge of the Society’s Learning Management System (LMS) and how it interacts with accrediting boards.
  • Process credits that were not entered by members in LMS including verifying information before processing credits.
 
Transactional Processing
  • Processes payments and/or refunds for all Society purchases, including annual membership dues renewals, journal subscriptions, product and book orders, meeting registrations, donations, and any other payments which run through the Society’s Association Management System (AMS)/database.
  • Generates single invoices and receipts at the request of Society members and customers, or as defined by established department procedures.
  • Assist program coordinators with group invoicing for fellows ESAP books.
  • Chargeback research for the accounting department.
  • Review batches for accuracy and make sure that web batches are completed for month end.
  • Research and contact members for unknown payments received by the Society.
 
Database Integrity
  • Accurately inputs new or modifies existing address and demographic data into the Society’s database. Assists with routine cleanup to ensure database accuracy.
  • Cleanup Reports – In addition to helping with the general cleanup reports, each Staff Member has their own cleanup reports specific to their focus areas. The Coordinator will be responsible for running reports and facilitating appropriate data cleanup, as defined by department procedures.
  • Coordinates with the appropriate staff members on product inventory.
  • Create accounts for various departments in order for records in Netforum to be accurate and complete.
  • Reach out to warehouse contact to correct product shipments.
 
Membership Responsibilities
  • Assists with the processing of new membership applications and changes to membership statuses.
  • Demonstrates proficiency in all aspects of Society membership eligibility and criteria.
  • Supports the accuracy of inputting and tracking all member related participation in the Society’s AMS (netFORUM).
  • Processes subscription claims for missing journals per the department’s established procedures.
  • Ambassador for early career members and supporting engagement initiatives.
  • Develop a targeted campaign for renewals of volunteer leaders.
  • Coordinate with staff liaisons on committee membership status.
  • Work with governance on eligibility issues concerning workgroup, taskforce and committee appointees.
 
What you’ll do well:
  • Recognize and respect the value of individual differences at all levels of the organization. Seek information from others who have different personalities, backgrounds, and styles. Include them in decision-making and problem solving. Make it easy for others to feel valuable. Communicate and cooperate with others who have a diversity of cultural and demographic backgrounds.
  • Work cooperatively with others to achieve common goals. Effectively work and complete assignments in group settings by listening and responding appropriately to other team members, offering support, conferring with team members about their concerns, expressing disagreement constructively and working towards solutions that all team members can support.
  • Be relied upon to ensure that projects within areas of responsibility are completed in a timely manner. Monitor programs and/or activities and take corrective action when necessary.
  • Develop and maintain strong relationships with members by listening, understanding, and responding to identified needs. Respond to member/leadership/community needs; actively promote positive relationships with the membership and other groups (committees, leadership, stakeholders, etc.). Exhibit high level of customer service and identify ways to improve service procedures/levels within own position. Respond and follow-through on internal and external requests.
  • Identify and deal with issues proactively and persistently; seize opportunities that arise. Identify what needs to be done and take action before being asked or required. Do more than what is normally required in a situation. Seek out others involved in a situation to learn their perspectives. Take independent action to change the direction of events.
  • Effectively communicate ideas, thoughts, and facts in writing. Demonstrate ability in using correct grammar, punctuation, spelling, and sentence structure. Organize written ideas clearly. Tailor written communication to effectively reach audience. Express ideas clearly and concisely in writing.
  • Interact and communicate with individuals at all levels of the organization. Plan and organize tasks to achieve objectives. Organize in sequential and/or logical order in preparation for accomplishing an objective. Knowledge of a variety of computer software applications in word processing, spreadsheets, database, and presentation software (Microsoft Office Products, AMS).
 
What you’ll get out of it:
  • Working with a staff that has passion for our mission, believes in one another and has fun.
  • The chance to work in an environment that empowers staff to take informed risks and create new programs and services.
  • A chance to make a contribution in a fun job with room to make it your own.
  • A strong and competitive salary and benefits package that focuses on your well-being and financial health.
 
Endocrine Society offers a convenient downtown DC location within walking distance of Farragut North/Farragut West and Foggy Bottom Metro stations. Qualified candidates interested in a purposeful work environment, competitive salaries and excellent benefits, including a generous TIAA- CREF retirement plan with 10% employer contribution, submit resume and cover letter with salary requirements.
 
EOE/AA/M/F/Vet./Disab.

About Endocrine Society
Endocrine Society is the world's largest and most active professional organization of endocrinologists in the world. Founded in 1916, the Society is internationally known as the leading source of state-of-the-art research and clinical advancements in endocrinology and metabolism. We are dedicated to promoting excellence in research, education and clinical practice in the field of endocrinology. Society membership continues to grow with more than 18,000 members from over 100 countries. These professionals are dedicated to the research and treatment of the full range of endocrine disorders: diabetes, infertility, osteoporosis, thyroid disease, obesity/lipids, growth hormone, pituitary tumors, and adrenal insufficiency. For employees, Endocrine Society offers a stimulating, collegial work environment of 86 staff where top performance is recognized and appreciated. We pride ourselves on our competitive pay practices and excellent benefits program, including a 10% annual employer contribution to a TIAA-CREF retirement plan, subsidized health, dental and vision insurance, fully paid life and disability income protection, professional development and tuition assistance programs, an on-si...te employee fitness room and generous leave benefits. We have a convenient Downtown D.C. location accessible by the Metro red line Farragut North and blue and orange line Farragut West stations.
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