Member Care Specialist

Member Care Specialist 

The Member Care Specialist plays a consultative advisory role to current members and UPIC subscribers, creates full value for current members to ensure retention goals are met, and boost new member sales from UPIC and brands leads.  

Reporting Structure

Title of reporting manager: Supervisor, Membership Services

Department: Business Development

 Job Status

FLSA Status (Exempt / Non-Exempt): Non-Exempt

Compensation (Hourly / Salary): Hourly

Job Status (Full-Time /Part-Time /Temp): Full-Time

Daily Schedule (Start time Flexible / Not Flexible): Flexible

Work Location: Position must work from HQ location: Yes

 Job Discretion

How many people does this position supervise: 0

Does this position have disciplinary responsibilities: No

Does this position have hiring / termination responsibilities: No

Does this position have evaluation responsibilities: No

 

           Essential Functions and Primary Duties 

  1.     Meet or exceed plan member retention rate in assigned territory

  2.     Contact members as assigned through iMIS

          (approximately 80 outbound calls per day)

  3.     Support inbound UPIC subscriber needs in assigned territory

  4.     Activate “UPIC registrations pending” in assigned territory

  5.     Convert “pending UPIC registrations” to membership

  6.     Assist assigned Member Sales Representative as required to meet or

           exceed planned new member activation goal

  7.     Service all inbound calls irrespective of territory or caller requirement

  8.     Assist on “show logistics” pack items needed for trade shows

  9.     Follow-up on assigned “branch” member leads

 10.    Convert “branch leads” to membership

 

Secondary Responsibilities 

  1.     Represent PPAI Membership at tradeshows as assigned

 

Association Wide Responsibilities & Values (expectations of everyone)

  1. Provide honest and ongoing communication as needed to support success throughout the organization
  2. Meet established deadlines for all projects, reports and communications for all audiences both internally and externally.
  3. Provide high-quality products, reports, communications and projects for all audiences internally and externally.
  4. Be fair, consistent, responsive and supportive of leaders, staff, board members, members and vendors
  5. Help PPAI to continually seek improvement. Be prepared to personally manage changes taking place within PPAI and the industry.
  6. Be empowered, accountable and responsible for your career success, actions, influence and impact upon the organization as a whole.
  7. Foster cultural values, mission and overall organizational guidelines of PPAI.

 

Education Requirements

School/Certification Authority

Degree/ Certification

Major/ Minor

High School: Required

 

 

College Degree: Preferred

BA / BS

Business / Marketing

 Experience Requirements

Type of Work

Years of experience

Depth of Experience

Outbound messaging

2+ Years

High

Inbound call center

2+ Years

High

 

 

 

 Knowledge, Skills and Abilities

KSA’s

Years of experience

Depth of KSA’s

Exemplary customer service

2+ Years

High

Attention to detail

2+ Years

High

Excellent written and verbal skills

2+ Years

High

Demonstrated proficiency in M-S Office Suite

2+ Years

High

Relationship building

2+ Years

High

 Physical Requirements

*Sitting:                             Minimum 7 hours (ACD queue) / 0% at shows

*Standing:                         Minimum 4 hours (tradeshow related) / 100% on show

*Lifting:                             25 pounds (tradeshow related)

*Pushing/Pulling:               25 pounds (tradeshow related)

*Bending/Stooping:            25 pounds (tradeshow related)

*Extended work hours, extended weeks (endurance requirement):

Some weekends (tradeshow related) yes

 Work Environment

*Office environment:          Yes

*Trade show floor or event venues:       

Travel multiple days per trip, up to 10% (tradeshows)

*Temperature controlled environment:    Yes

* Travel: Must be able to travel:             Yes, see above

PPAI is an Equal Opportunity Employer (EOE)
Send Resume to:
Apply@ppai.org



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