National Association of Independent Schools (NAIS)
April 9, 2018
Full Time - Experienced
Administrative, Clerical, Support, Customer Service and Support, Membership
The Member Support Assistant primarily answers incoming calls to the main NAIS number and takes the lead on responding to emails sent to assigned email inboxes using a customer support ticketing system, as well as assisting with data entry and updates of member records across all membership platforms. The Member Support Assistant must have a thorough knowledge of the organization’s products and services to achieve customer satisfaction. Through trends in emails or phone calls, helps identify ways to better the member experience.
At NAIS, we are passionate about education and the work that we do to advance it. We are customer-focused and always strive for excellence. We work collaboratively and value creativity and initiative. We foster empathy, flexibility, and cultural competence. As an integral part of the NAIS staff, this position is expected to serve as an engaged and involved team member, supportive of the varied experiences and perspectives of internal and external colleagues; to support and actively build an office culture dedicated to superior customer service that exceeds customer expectations; and to work within the team and among teams to ensure that decisions are made to further the organization’s goals, particularly the goals of modeling multiculturalism and helping to build inclusive school communities.
Key Responsibilities Include:
Answering phone calls to the main NAIS line, including answering inquiries, directing callers to the appropriate resources, and helping to resolve and escalate complaints to ensure caller satisfaction.
Responding to email in the “login”, “school update”, and other assigned inboxes in a timely manner to enhance the member experience, and serving as backup to other email inboxes, as needed.
Maintaining membership related data by adding/updating CRM.
Making outbound calls for follow-up and to support member success.
Assuming other responsibilities, as assigned, such as processing mail list requests and sending renewals.
The Ideal Candidate Will Have:
Strong written and oral communication skills
Strong telephone etiquette skills
Strong customer service orientation, with the ability to actively listen, elicit information, comprehend customer issues/needs and recommend solutions
Effective organizational, multitasking, and prioritizing skills
Strong attention to detail and accuracy skills
Ability to manage multiple projects at once and move projects ahead efficiently
Proficiency in Microsoft Office tools (Outlook, Word, Excel, PowerPoint) and comfort working in databases
1+ years administrative/membership support experience interfacing with internal and external customers desired
Private school experience a plus
NOTE: Travel is not an option for the Member Support Associate position. This person must be available to work between 8:30 am and 5:30 pm.
About National Association of Independent Schools (NAIS)
The National Association of Independent Schools (NAIS) is a nonprofit membership association that provides services to more than 1,800 schools and associations of schools in the United States and abroad, including more than 1,500 independent private K-12 schools in the U.S. To learn more about NAIS, current openings, and benefits, please visit www.nais.org/jobs.