Member Services Coordinator

Human Rights Campaign
Washington
Position Description: 

Membership is the lifeblood of the Human Rights Campaign – quite simply members are the reason why, and the reason how, we do our life changing work.  The Member Services Coordinator, who will work closely with the Member Services Assistant, serves directly on the frontline of HRC – reading the pulse of our members, and meeting their needs and concerns.  Exemplary customer service is the number one objective of this position. The Member Services Coordinator plays a vital role in supporting all aspects of the member services program – particularly as it relates to a large and sophisticated direct response fundraising program in an effort to maintain and increase membership.  As a vital member of a member relation’s team, this person will regularly interact with members and the general public via mail, telephone and email correspondence with a critical eye towards problem solving and relationship building – and always with a smile.  This position will also play a role in stewardship, cultivation and process management, as well as provide essential administrative support to the program.Responsibilites:

  • Serve as the lead member services representative.
  • Coordinate overall management of general member and general public inquiries including, but not limited to - member inquiries regarding general membership information, record and demographic changes, specific HRC issues, payment updates, and general HRC information.
  • Respond to supporter/member correspondence including mail, telephone, and email within an established timeframe. Appropriately direct supporter/member correspondence internally within the organization.
  • Respond to supporter/member telephone correspondence in a timely manner with a concentrated effort to answer phone calls live – no more than 48 hours.
  • Ensure the quality and integrity of general member and supporter records in the ROI database, as well as our online activist email database.
  • Work closely with Merkle, our third party vendor, to coordinate email inboxes and member responses.
  • Monitor current events that may assist with preparation of needed responses, in addition to working with internal departments to acquire appropriate talking points.
  • Process in-house credit card charges and cash/check donations.
  • Coordinate tracking and analyzing membership communications and feedback for reports to the membership team as well as senior staff.   Note any unusual trends or concerns.
  • Assist with management and supervision of the area intern.
  • Provide additional program and department support as needed.
Qualifications: 
  • High School Diploma Required, Bachelor’s degree or equivalent experience preferred.
  • Two years of experience in member relations and/or customer service a plus. 
  • Excellent communication skills, strong writing ability, and creativity are essential, as well as a deep commitment to responsive and timely communication to our members.
  • Successful candidate will also have a demonstrated ability to work well under pressure, handle multiple projects simultaneously, and manage work under tight deadlines. 
  • Successful candidates will also be able to exercise good judgment when responding to individuals – and assessing the best way possible to maintain or improve that relationship.
  • Strong willingness to be a team player – to roll up your sleeves and get the job done.
  • Discretion is a must.
  • Strong interest and knowledge in the rapidly changing LGBT equality movement.
  • Candidate is required to have proven computer skills including Microsoft Word, Excel and Outlook and preferred experience in PowerPoint and membership database programs (experience with ROI or similar platform preferred).
Application Deadline: 
Thursday, April 16, 2015
Application Instructions: 

Please visit our website to apply: www.hrc.org/careers

State: 
DC
Country/US Territory: 
United States