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The Member Services Representative works with all aspects of membership to facilitate membership communications, daily and monthly reporting, and member services. The Member Services Representative provides frontline support to AMC members and the public at AMC's Visitor Center, over the phone, and via email communications.
Responsibilities
The MSR will maintain AMC's high standards in servicing AMC members and the general public who are in contact with AMC's Joy Street office. Responsibilities include:
* Member Services-work with Member Services Manager to handle on-site member services:
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o Answers phones and direct non-member inquiries to appropriate party;
o Greet and assist visitors in the Visitor Center ensuring AMC's building safety and security policies are adhered to;
o Processes customers' transactions accurately and efficiently;
o Sort all AMC mail in a timely and efficient manner and notify staff of package delivery;
o Respond to member calls, letters, and emails;
o Handle walk-in questions and sell memberships;
o Research and correspond with prospective and active members answering their membership/information queries and complaints;
o Update Raiser's Edge and Sphere databases with member interactions and preferences;
o Work with Membership Assistant and Event and Office Coordinator to insure AMC's front office is covered with two staff members during business hours.
o Provide AMC materials (brochures, etc.) to chapters as needed
o Represent Membership and Development departments as needed at Annual Meeting and Fall Gathering.
* Membership and Development - assist with communications:
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o Download mailing lists/data from databases to assist membership and development staff with mail, email, and phone communications;
o Provide daily, weekly, and monthly reporting for Membership activities on-and off-line from Sphere and Raiser's Edge databases;
o QA of membership web pages, forms, outbound emails, and all printed materials.
* Other duties as assigned.
Employment Qualifications
Education/Experience:
* Associate's degree required, with experience in customer or member service. Bachelor's degree preferred;
* One to two years experience with customer and/or client relations;
* Familiar with computer systems and intermediate level experience with Microsoft Office;
* Successful experience building and using Excel spreadsheets.
Skills:
* Excellent inter-personal, written, and verbal communications skills;
* Ability to learn and use membership databases rapidly and effectively;
* Interpret and apply knowledge to varying situations;
* Ability to work independently as well as with a team;
* Ability to follow oral and written instructions;
* Ability to initiate, prioritize and multi-task with various responsibilities;
* Ability to communicate with members, volunteers, and staff quickly and effectively
Knowledge:
* Knowledge of AMC member services, facilities and programs desired.
* Recreational experience in the White Mountain National Forest, New England, or Mid-Atlantic region preferred.
Other:
* Travel may be required;
* Physical ability to work primarily in a standard office setting. Must be able to stand, sit, walk and climb stairs, operate standard office equipment and be able to occasionally lift up to 20 pounds.
The job specifications should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.
To Reply
To apply: Please send cover letter and resume to AMCJob161@outdoors.org. No calls, please. Applications will be accepted until the position is filled.
Benefits of Working With the AMC
The AMC offers a great benefits package! Here is a partial list that highlights some benefits offered for our regular full-time employees. Benefits may vary based on position.
Group Health Plan, 75 percent employer paid.
Group Life Insurance, 100 percent employer paid
Long-Term Disability Insurance, 100 percent employer paid
Vacation, three weeks accrued each year
Holidays, 13 paid holidays/year
Use of AMC Facilities, free and discounted rates
Free AMC membership
The Appalachian Mountain Club is an Equal Opportunity Employer and welcomes diversity in the workplace.
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