Memebership Customer Support Coordinator

Job Title: Membership Customer Support Coordinator

Reports To: Director of Membership and Data Integrity

FLSA Classification: Non-Exempt

Nature of Work:

The Membership Customer Support Coordinator has an essential role on the OSU Alumni Association's membership team and is dedicated to fostering strong ties between the University and its Alumni. This role supports the purpose and core values of the Alumni Association by facilitating responses to membership issues, assisting the membership team with member services, problem-solving, and fulfillment.

The primary function of the position is to manage membership customer service, membership, and legacy fulfillment, and Ascend data needs as it relates to the oversight of data integrity. The position is also responsible for greeting and providing direction to visitors to the Alumni Center. This position is responsible for implementing process improvements to support membership acquisition, retention, and growth while providing excellent customer service to our members.

Success in this role means that data is accurate, which allows members to move through the pipeline, and that the department is high performing regarding retention, revenue and operations.

Responsibilities

Program Support

• Serve as the customer service representative for membership questions
• Greet and assist people who have questions about the Alumni Center and the OSU Campus, as well as provide information services such as locating bricks outside the building, locating meeting rooms, and explaining where campus landmarks such as statues, labs, and research buildings are located.
• Assist with member service issues and determine the best solutions for satisfied members
• Assist with the coordination and implementation of selling memberships, both alumni and student
• Maintain the membership and legacy gift fulfillment processes
• Submit updates for constituent records in the database to reflect current information, special requests, and legacy registrations/updates.
• Manage and submit member communication preferences in the alumni database
• Update membership payments in Stripe by members' request
• Manage and maintain the Alumni Association's merchant discount program by identifying alumni or business for merchant discount program and generating other ways to inspire and connect alumni. As well as serve as the main POC for vendors and ensure accuracy of online and app listings.
• Responsible for maintaining current Standards of Operations Procedures for the Membership team
• Provide reporting on assigned areas to leadership upon request
• Serve as backup to the OSU Alumni Association Administrative Assistant
• Manage and coordinate Random Acts of Membership Program and fulfillment Assist with Data import files as assigned for strong record tracking (event attendance, OSUAA purchases, prize winners, etc.)
• Assist with Alumni Association events as needed
• Process incoming and returned mail
• Manage Membership student worker
• Perform other duties as assigned

Organizational Service

• Maintain goals and objectives by providing membership and member services
• Provide excellent member service to all constituents inquiring about all Alumni Association programs and events
• Work with and provide guidance to student workers