Customer Service and Membership Coordinator

Location: Linthicum, MD
Date Posted: 01-11-2018
Founded over 30 years ago, our client is the construction remodeling industry’s most comprehensive support organization for remodeling company business owners.  They are an international resource for remodelers and renovators across the United States and Canada.  They are a company dedicated solely to helping professional remodeling contractors by creating an atmosphere of learning and sharing that allows them to lead a more balanced and satisfying life.  Their typical client has annual revenue in the 1-20 million dollar range. We are assisting them in their search for a Customer Service and Membership Coordinator for their Linthicum, MD location.

We are looking for the right person to help us deliver the highest levels of customer service to our top level clients. . . small business owners who are members of our industry-specific peer group program.
 
Roundtables Peer Groups is a program for remodeling company owners who are driven to build strong, successful, profitable businesses. Through this program, non-competing peers from across the U.S. and Canada come together in small groups to collaborate on creating strategies that will drive exemplary business success. Through their membership, they and their peers share experiences, expertise, processes, procedures and know how with the goal of greater success for all.
 
As the Membership Coordinator, you will be an integral part of delivering high value to our members.
 
You must be
 
  • Warm, empathetic and caring.  Our members join our “family” which means building personal relationships with each.
  • Passionate about building relationships and helping overcome challenges. • An excellent communicator – written and verbal -- who generates enthusiasm and loyalty throughout the Roundtables community.
  • Able to proactively address problems or challenges that occur while satisfying sometimes demanding members.
  • Proactive in all efforts to deliver value to individual members.
  • Someone who loves to learn – about our members, about what drives them, about their businesses, and about ways to constantly improve our program.

Your Responsibilities
 
• Communications hub for new and existing members, helping them navigate and find the resources they need.
• Monitor ongoing member communications via conference calls, group emails, stepping in when needed to deliver value and encourage engagement.
• Manage the weekly member announcements, gathering input from all company departments.• Monitor and manage pre-meeting data submissions and meeting registrations• Maintain accuracy of member database.
• Create member reports as needed, using the data to improve our program at every level.
• Track member activities accurately.
• Manage monthly webinars--schedule, presenter and hosting software.
• Listen for cross sell opportunities, communicating with sales team.
 
Still reading? Great. Let’s keep going.
 
You love a position that is different every day as well as fast paced with multiple demands needing your attention. You’ll be talking to an array of different members every day. And you will be able to prioritize activities as needed. Your work will be primarily done via email and phone calls. You may be asked to attend a few local meetings and/or member dinners, requiring that work be extended into the evenings on occasion. There would be limited travel throughout the year.
 
You understand the importance of meeting all promises and commitments made to all customers, and for taking personal responsibility for your actions.
 
Oh, and did I mention, you love being a part of a small team (under 10 employees) with an open-book, collaborative culture. Because we are a small team, we are all do-ers – not those who delegate to subordinates. You are willing to dive in to help any member of the team and when the call goes out for “all hands on deck,” you are an eager and willing helper even if the tasks are far outside of your official job duties.
 
But the fact that you’re also crazy excited about the positive impact that you will have on the lives of our members, is what really makes you perfect. If you still think we’re on the same page, check out the skills you should already have in order to excel in this position.
 
Desired Skills and Experience
 
• Three or more years of customer service/support experience.
• Excellent written communication and telephone skills.
• Confident, clear communication style.
• Proficiency with MS Office Suite.
• Ability to learn new software that is currently in use as well as new programs that may be added. Experience with CRM InfusionSoft.com is a plus, but not required.
• Strong follow-through on all tasks.
• High energy, positive attitude, optimistic, with a great sense of humor.
• Fast paced with a prejudice toward quick action.
• Organized and self-motivated
• Warm and friendly personality
• Ability to build relationships quickly.

Well, since you’re still reading, I think we’re on the same page. So check out the specific duties that we’d like you to be responsible for and the skills you should already have in order to excel in this position.
 

Required SKILLS & ABILITIES
 
  • Be organized and detail-oriented
  • Excellent written and verbal communication skills
  • Working knowledge of Microsoft Office Suite
  • Proactive attitude
  • Discipline to work on a schedule and meet deadlines
  • Work well as a team member

 
 


 

Jack Wolfe
President
Wolfe and Associates, Inc.
P 317.622.1186 Fax: 317.429.0448
or
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