Reporting to the Senior Manager, Member & Customer Relations, the Member & Customer Relations Representative supports the Member & Customer Relations team. They do so by answering phone calls and responding to emails, maintaining the mail room, interacting with members, keeping the office supplies and kitchen stocked, and resolving issues in a timely and effective manner. The job responsibilities include, but are not limited to:
Essential Duties and Responsibilities
Visitors to the office:
Serve as one of two representatives to all visitors to AIHA, including receiving guests and alerting appropriate staff.
Responds to telephone calls in a timely and professional manner.
Maintain the general voicemail system for AIHA.
Uses online scripts to answer questions about any association program, activity, and/or service.
Mail & Document Processing:
Process all outgoing mail (domestic and international) via UPS, FedEx, USPS, and international packages
Process occasional bulk mailing and staff’s personal mail
Log all incoming packages and deliver reasonable-sized packages to AIHA staff
Alert staff of larger shipments upon arrival
Sort and file all incoming faxes
Complete end of month/daily reports for USPS, UPS, FedEx, and International for personal postage, departmental postage, and all Xerox copiers/scanners
Process and fulfill all publication and eLearning orders, including:
Receiving orders via phone, fax, email, and mail
Entering information into AMS system and processing payments
Processing lockbox orders
Processing quotations for customers
Completing transmission of orders
Boxing and shipping out in-house orders
Processing all merchandise returns. This includes: researching the problem, issuing call-tags (when needed), filling out appropriate paperwork, working with Finance, restocking items and sending replacements
Research all problem calls/mail relating to orders and providing copies of invoices and order confirmations to customers
Assist at AIHce annual conference in processing onsite orders and transmitting high volume AIHce orders
Supply Stocking & Inventory Tracking
Oversees inventory and supply orders, including weekly inventory of kitchen supplies
Process staff orders from office supply vendor
Maintain inventory in shipping center including replenishing mailing supplies, AIHA branded supplies, publications, toner cartridges, etc.
Assist in maintaining membership database and entering changes, including entering new prospects into database, address changes from Synergist returns, maintaining and updating Volunteer Groups committee rosters.
Assist with incoming inquiries related to membership issues, providing dues receipts, processing renewal payments, creating invoices, processing new membership applications and answering all membership related inquiries
Process membership weekly revenue reports and process membership retention cold calls, as needed.
Process all Synergist subscriptions by taking payments for subscriptions, entering new orders, enter complementary subscriptions, review all claims, and process non-member Synergist return issues.
Make sales/reminder calls to consultants for the Consultant’s Listing
Create a personal email to all renewing consultants and process all incoming payments for the listing
Provide data entry support for advertisement details
General website maintenance including correcting and adding listings to the website
Prepare files and proof final print copies
Train new employees on telecom system, in/out mail process, Outlook calendar entries, Xerox and fax machines.
Assist with set-up and break down for in-house meetings and seminars
Assist with various administrative projects, including: stuffing envelopes, folding letters, collating copies, and processing outgoing mail
Assist with minor equipment maintenance (coffee machine, copiers, telecom system, fax machines, etc.)
Assist Senior Manager, Member and Customer Relations with all department basement storage, as needed
Assist with other administrative activities, as directed and needed
Education & Experience
0 – 2 years experience in an office setting, preferably in an association or non-profit, internships will be considered
Very strong customer service skills
Excellent organization and communication skills
Able to lift and/or move up to 50 pounds, regularly, including multiple times daily
STRONGLY Preferred: Bilingual in English & Spanish
Associate’s Degree in Business or a related field
Hands on experience working with an Association Management System (AMS) or other type of database
To Truly Excel, You Will Have:
Have exemplary attention to detail and a customer service focused mindset
Be able to handle confidential information and use discretion when necessary
Be able to communicate and work with employees and customers
Demonstrate flexibility and adaptability in your work style to better respond to multiple requests/tasks, shifting priorities, and informational needs
Be team-oriented and able to share information, goals, opportunities, and successes with the appropriate parties
Based on our business set-up and to maximize remote work opportunities, AIHA only employs individuals who live in Washington, DC, Maryland, or Virginia. To be considered a candidate must live in, or be willing to relocate to, Washington, DC, Maryland, or Virginia.
Travel to our annual conference may be required for this position.
Internal Number: AH135
Founded in 1939, AIHA is a nonprofit organization serving professionals dedicated to the anticipation, recognition, evaluation, control, and confirmation of environmental stressors in or arising from the workplace that may result in injury, illn?ess, impairment, or affect the well-being of workers and members of the community.