YOUNG PRESIDENTS’ ORGANIZATION Position Description
Senior Member Services Specialist
Department: Member Services
Location: Irving, TX
Reporting Relationship: Executive Director, Member Services
Classification: Non-Exempt
General Purpose
Provide unparalleled service excellence in conjunction with the organization’s strategic membership goals, with an objective of influencing customer retention, loyalty and growth. Successfully partner with key YPO-WPO functional teams to support the organization’s programs and services. Accountable for significant interaction, communication and effective issue resolution with Members, Officers, Chapter Administrators, Event Champions, Regional and International Management Teams
Essential Duties and Responsibilities (include but are not limited to):
Deliver world class customer experiences for YPO-WPO members, officers, and chapter administrators related to membership processes such new member applications, waivers, annual membership renewal, grace, resignations, reinstatements, transfers, and chapter operating tools
Execute flawless member event registration experiences
Cultivate positive and enduring relationships with internal and external customers at all levels, resulting in high satisfaction
Play key role in customer growth and retention goals in conjunction with annual membership development goals, and promote global member connectivity
Provide leadership support to team managers in execution of key tasks related to chapter, regional, network, family, and event-related data management
Effectively deliver information related to YPO-WPO programs, benefits, and services to enhance member value and connectivity, liaising with external vendors and partners as needed
Produce accurate and timely event registration and membership metrics
Assist with testing and implementation of special member-facing projects
Support the development and revision of membership and events related reference and training materials, under the direction of manager
Execute all business processes in a manner that ensures the integrity of member data
Serve as lead resource for knowledge related to membership policy, business process, and supporting technology/systems, including website and membership database
Respond in a quality and timely fashion to all customer inquiries
Regular and timely attendance
Required Skills:
Strong business professional with experience collaborating with chief executives in a global, multi-cultural community
Proven success supporting business development efforts, expanding customer base and increasing revenue potential within a highly competitive market
Excellent interpersonal skills and problem-solving skills
Ability to handle challenging situations with diplomacy and tact
Proven aptitude for “thinking out of the box” to create positive connections between business processes and member experiences
Excellent verbal and written communication skills
Exceptional organizational, planning, analytical and prioritization skills
Proven track record in a results, quality service environment, with a high level focus on client relationship management. Ability to be proactive in achieving desired outcomes
Ability to identify problems, research causes/alternatives, and provide effective solutions
Ability to maintain professional demeanor in high-stress situations
Ability to work within an environment of frequently changing priorities
Success working independently and/or collaboratively as an integral part of a multi-cultural, highly diverse team
Ability to respond effectively to diverse needs of global customer base
Ability to work flexible and/or extended hours as needed; willingness to travel
Strong, positive work ethic
Required Education/Training:
Three or more years in a non-profit or service industry environment
College degree (BS) or equivalent work experience
Proven background in customer service, client relationship management and/or support administration
Highly proficient in Microsoft Office and database management, preferably in Microsoft Customer Relationship Management (CRM)
International work experience preferred
Bi-lingual fluency in English and either Spanish, Portuguese, Japanese or Chinese (both written and oral fluency required)
