Member Services Coordinator

Description

Provides customer service along with membership and donation processing for all phone and email inquiries. Fields inquiries from staff, volunteers, members, donors, and the general public as part of a team of front-line individuals. This team plays a key support role for RMEF outreach through marketing, membership, development, and field programs. This team works closely with other departments to ensure data entry support and customer service support. 

 This position offers the opportunity to work either in-house at RMEF headquarters in Missoula, MT, or remotely. The employee must choose one option and may not work in a hybrid arrangement. If remote work is selected, the employee must reside within 40 miles of RMEF headquarters in Missoula, MT. The employee must be available to work on-site at headquarters for the first four to six weeks, or until training is complete. Remote work may begin once training is completed. 

Essential Functions:

Duties are delegated and prioritized by the Member Services Manager in accordance with RMEF organizational goals and priorities. These include all or part of the following tasks:

1. Customer Service Phone Coverage:
2. Provide daily telephone coverage for Member Services Department.
3. Provide professional customer service with all phone and email inquiries.
4. Handle customer/member complaints and deal with difficult customers/members in a professional manner.
5. Understand all staff roles in RMEF enough to determine who can provide the best answer to a question from the public.
6. Be knowledgeable about national events such as PBR, Mountain Fest, Hunter & Outdoor Christmas, and Shot Show in order to answer questions and direct inquiries from customers.
7. Membership and Donation Processing:
8. Accurately process memberships and donations received by phone, internet and email.
9. Be able to correct membership transactions, transfer transactions or process cancelations and refunds. 
10. Use Mavro to track down mail-in payments that were processed by the Customer Response Department.
11. Maintain and update member and contact records with address changes, deceased/remove-from-list requests, and identify duplicate records and report to I.T. for combine/delete process.
12. Assist members with My RMEF login issues.
13. Retail:
14. Process phone retail orders from the Shop RMEF store on www.rmef.org. 
15. Provide order tracking.
16. Process retail exchanges and returns.
17. Training:
18. Provide training on different areas of expertise to other Member Services personnel.
19. Continue to learn all the different aspects of Member Services to ensure adequate cross-training.

Education and Experience:

High School or GED with a minimum of two years of customer service experience in a team environment. Experience working with a relational database and spreadsheet applications preferred.  

Knowledge, Skills, Abilities:

1. Knowledge and support of the RMEF’s mission, goals, and activities, and ability to discuss them with staff, board, volunteers, members, prospective and current donors, and other outside parties.
2. Extensive knowledge of Microsoft Word, Excel, database experience, e-mail programs/internet and other computer systems. Knowledge of financial systems preferred.
3. Must have basic bookkeeping knowledge.
4. Must be proficient in managing multiple tasks and priorities. Must demonstrate extensive time management skills.
5. Must possess solid customer service skills and be effective in dealing with the general public, members and volunteers, board members, and donors.
6. Must reflect the values of the RMEF when speaking on the phones.
7. Must be willing to work in a team atmosphere and maintain a positive attitude with all individuals both internally and externally.
8. Must be adaptable to change and possess proactive investigative and group problem solving skills.
9. Must be able to follow written and verbal instructions. 
10. Must have excellent written and verbal communication skills and be able to present responses in a professional manner.

Additional Responsibilities:

Other duties as assigned.  

Physical Demands:

The employee must sit or stand for long periods of time; use a computer terminal; reach forward and to the side; bend from both standing and sitting position; and lift items weighing up to 20 pounds. Some travel may be required.

The above is intended to describe the general content of and requirements for the performance of the job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.