Member Relations Specialist

Benefited position - including free facility membership, medical, vision, dental, retirement, & holiday pay

Summary

The Member Relations Specialist l is primarily responsible for the day-to-day membership accounts review, refunds, membership billing issues and collections. In addition, the position is responsible for providing administrative support with memberships for The Kroc Center. The person in this position must have strong organizational skills with a keen eye for detail. They must be flexible and able to handle multiple priorities simultaneously, have good judgment, be able to work independently or with little supervision, be self-motivated, set priorities and apply excellent time management skills.

Duties and Responsibilities

• Assist in the collection of past due member accounts including follow thru on non-sufficient fund transactions and changed credit card numbers and expiration dates.
• Research membership accounts for payment history and any other needed demographics.
• Process membership changes and maintain correct billing information.
• Process refunds as necessary.
• Manage a system of forms, applications and reports so applications for membership and/or scholarships are processed/entered efficiently and as promptly as possible.
• Handle telephone calls and customer contacts regarding billing and POS issues.
• Analyze statistics or other data to determine the level of customer service we are providing our members.
• Initial telephone communication with past and current members of The Kroc Center for the purpose of inquiring about member experiences or membership plan sales.
• Answer general and in-depth questions via LiveChat on The Kroc's website
• Send guest suggestions to department heads
• Assist Guest Services Analyst in system trainings for departments
• Assist with special/seasonal projects as required.
• All handling of cash and accounting procedures must adhere to The Salvation Army's policies and procedures.
• Perform other related duties as requested.

General Qualifications and Proficiencies

• Bachelor's Degree in a relevant field, highly desired, or 2+ years of bookkeeping and/or accounting experience.
• High attention to detail, consistent reliable follow through and able to prioritize and manage multiple projects and meet established deadlines.
• Ability to operate standard office equipment in an efficient manner is necessary.
• Must have excellent computer skills, with working experience of Microsoft Office suite. Ability to use new software programs with basic training.
• Excellent math and problem-solving skills required.
• Ability to present oneself in a professional manner and maintain confidentiality and sensitivity in relation to information and documentation is essential.
• Service-oriented team player who can take initiative, work independently and quickly adapt in a fast-paced environment.
• Must be able to read, write and communicate in English.
• Able to occasionally work weekends/evening hours and must have willingness and ability to travel.
• Valid driver's license and insured transportation.

Physical Requirements

• Ability to sit for two to three hours at a time, ability to stand, stoop, or walk for a minimum of eight hours per day and lift and carry up to 25 pounds.
• Ability to grasp, push, pull objects such as files, file cabinet drawers and reach overhead.
• Ability to operate telephone.
• Ability to operate a desktop computer.

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

Equal Employment Opportunity: Minorities/Women/Disabled/Protected Veterans.

Functional Expert - Considered a thought leader on a subject
Team Player - Works well as a member of a group
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals
Work-Life Balance - Inspired to perform well by having ample time to pursue work and interests outside of work
Goal Completion - Inspired to perform well by the completion of tasks
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

Excellent computer skills, math and problem-solving skills required (required)
Experience with Microsoft Office suite (required)
Bachelor's Degree in a relevant field, highly desired, or 2+ years bookkeeping and/or accounting experience highly desired (preferred)