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Member Services Associate

Posted by
The Mountaineers
|
Seattle, WA

The Mountaineers


New
|
Published 10 days ago

January 4, 2021
December 6, 2020
$32,240 - $35,360

Who We Are

The Mountaineers is a community of outdoor recreationists and conservationists founded in 1906 to explore the peaks and waterways of the Pacific Northwest. Today, we have 14,000 members and 7 branches throughout Washington state, and thanks to the work of generations of volunteers we continue to enjoy an outstanding reputation in the field of outdoor education and recreation. 

Our dedicated staff and volunteers get people outside to experience the power of the outdoors and we advocate for access and protection of recreational lands so that future generations can enjoy these places too. Our program centers have 40 staff, and Mountaineers Books, our nonprofit publishing division, has 25 staff helping achieve our mission to enrich lives by helping people explore, conserve, learn about, and enjoy the lands and waters of the Pacific Northwest and beyond. Please visit mountaineers.org to learn more.

Cultivating an inclusive staff is central to The Mountaineers focus on advancing equity. Our core values are Adventure, Advocacy, Community, Education, and Volunteerism, and we believe a diverse and inclusive environment inspires unity, respect, and passion for our work and one another. We’re interested in hearing from people who can work with colleagues of varied experience and background. The Mountaineers is an equal-opportunity employer, and candidates from all backgrounds are considered, and as an organization that values equity and inclusion, we highly encourage people of color, women, LGBTQ individuals, and veterans to apply. 

The Position: Member Services Associate

The Member Services Associate is responsible for providing excellent customer service to Mountaineers volunteers, members, and guests by assisting with website navigation, membership questions, and program-related inquiries via phone and through our online response system. You’ll also process bookstore sales, assist with membership data updates, and complete other projects as assigned in a fast-paced, responsive work environment. 

Qualified candidates must have excellent phone and customer service skills and be able to handle multiple projects at a time. Knowledge of The Mountaineers and familiarity with Washington State geography is ideal. Experience working with SalesForce, Plone, and other databases is a plus. 

How You Help Realize Our Mission

Provide Member & Guest Support

  • Answer phone calls and respond to or route calls accordingly.
  • Provide our community with current information in person, by phone, or by email.
  • Assist members and guests in using The Mountaineers website, registering for courses, and redeeming membership benefits, among many other things.

Complete Administrative Tasks

  • Process credit card and check payments for dues, course registration, and other purchases.
  • Update data in Salesforce membership database, including address changes, merging duplicate accounts, and importing data from events.
  • Process new member packets, gift membership mailings, and holiday membership drive materials.

Support Sales and Outreach Efforts

  • Sell Mountaineers books and other items in-person at our Seattle Bookstore from 12pm to 6pm on either Tuesday or Thursday. 
  • When in-person events resume, assist with membership outreach and promotional events such as the Banff Mountain Film Festival and the BeWild Film & Speaker Series.
  • Work with volunteers, vendors, customers, and employees to meet all the above requirements.
  • Perform other related duties as assigned, in support of the goals of the organization.

Desired Qualification & Characteristics

  • Relevant education and/or experience in customer service or retail, with experience using point of sale systems and/or relationship management software.
  • Excellent communication skills, with demonstrated understanding of the importance of building strong internal and external relationships. You’re curious about understanding the needs of others, and cater your response to find a solution that works for them.
  • Excellent phone, typing, data-entry, and basic clerical skills. 
  • Cultural competency and demonstrated ability to work with people of all races, ages, genders, abilities and economic backgrounds.
  • Demonstrated ability to work independently, with good attention to detail and reasonable efficiency. We like it when people take initiative to complete projects and update things in need of fixing. 
  • Experience working with volunteers and understanding of nonprofit organizations is helpful.
  • Great collaboration skills, with a willingness and desire to work as part of a team. With your teammates, you’ll brainstorm best solutions and communicate openly about shifting priorities and tasks. 
  • Passion for the mission of The Mountaineers and ability to exemplify the organization’s values throughout all forms of communications. Interest in the outdoors or interest in learning more and gaining outdoor skills is a plus (and a staff benefit available to you)
  • Experience with SalesForce databases, Plone website navigation, and multi-line phone system will make it easier for you to get started.

Upward Mobility Opportunities

We anticipate this position having the opportunity to become a manager with a larger scope of responsibility within the next 6-12 months. The ideal candidate would have the ability to scale into a people manager role with the ability to: 

  • Manage Member Services team and execute member services tasks:
  • Manage member services team (2 PTEs), delegating responsibilities such as check processing, office supply ordering, peak pin distribution, youth clubs payments, new member packets, course creation, payment and refund processing, ExpertVoice, Litmos, and more. 
  • Provide support for challenging phone calls, emails, and questions
  • Assist volunteers with posting, editing, and managing courses
  • Manage internal relationships to determine the distribution of projects and find creative solutions for problems that arise throughout the organization
  • Manage the Bookstore:
  • Inventory management (inventorying and ordering books, maps, and permits)
  • Budgeting expenditures and revenue
  • Advertising and executing promotions

Work Environment

This role is based in Seattle, WA at The Mountaineers Program Center in Magnuson Park. Due to COVID-19 guidelines, this position is currently 80% remote (work from home), with 1-day in-office to run our bookstore while we’re offering limited-capacity book browsing. We anticipate the position will largely-remote until King County enters Phase 4 of Washington’s Safe Start plan. The Mountaineers will provide a laptop computer for remote access. The Member Services Associate is expected to have a suitable remote work environment, including broadband internet access, to accomplish their job duties.

When the office reopens, the Member Services Associate will resume all work hours from our Magnuson Park Office. Occasional evening and weekend work required. 

Physical Demands

The physical demands described here are Associate of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 20 pounds. While performing the duties of this job, the employee is regularly required to sit and perform extensive keyboard work. The employee is occasionally required to bend for storing and retrieving files, and to use stairs.  

Benefits

This position is for a full-time (40 hours/week), hourly employee. Pay range is $15.50-$17 per hour, depending on experience. Benefits include medical, dental, vision, life, and long-term disability insurance, and paid sick, vacation, and holiday time. 401(k) retirement plan available after three months. Additional benefits include:

  • Free Mountaineers membership.
  • Opportunities to advance your outdoor skills with up to three free Mountaineers courses per year ($1000 course fee limit).
  • Two free tickets to most of our Mountaineers events.
  • Access to our three ski-in, ski-out mountain lodges, and our four on-site climbing and bouldering walls.
  • Bring your dog to work on Mondays and Fridays.
  • Free parking for your bike or car, and an office located right on a bus line, with alternative transportation reimbursement.


Who We Are

The Mountaineers is a community of outdoor recreationists and conservationists founded in 1906 to explore the peaks and waterways of the Pacific Northwest. Today, we have 14,000 members and 7 branches throughout Washington…

Details at a glance

  • On-site Location
  • Full Time Schedule
  • Entry level

Benefits

This position is for a full-time (40 hours/week), hourly employee. Pay range is $15.50-$17 per hour, depending on experience. Benefits include medical, dental, vision, life, and long-term disability insurance, and paid sick, vacation, and holiday time. 401(k) retirement plan available after three months. Additional benefits include:

  • Free Mountaineers membership.
  • Opportunities to advance your outdoor skills with up to three free Mountaineers courses per year ($1000 course fee limit).
  • Two free tickets to most of our Mountaineers events.
  • Access to our three ski-in, ski-out mountain lodges, and our four on-site climbing and bouldering walls.
  • Bring your dog to work on Mondays and Fridays.
  • Free parking for your bike or car, and an office located right on a bus line, with alternative transportation reimbursement.

This position is for a full-time (40 hours/week), hourly employee. Pay range is $15.50-$17 per hour, depending on experience. Benefits include medical, dental, vision, life, and long-term…

Location

7700 Sand Point Way Northeast, Seattle, WA 98115

How to Apply

Please complete our application via Alchemer, which will ask you to upload a resume and cover letter and optionally share your demographic questions.

https://survey.alchemer.com/s3/6032906/The-Mountaineers-Member-Services-Associate-Job-Application

Please complete our application via Alchemer, which will ask you to upload a resume and cover letter and optionally share your demographic questions.

https://survey.alchemer.com/s3…

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