Member Support Assistant

Job Type

Full Time

Published

10/24/2018

Address

Washington
District of Columbia
United States

Description

The Member Support Assistant primarily answers incoming calls to the main NAIS number and takes the lead on responding to emails sent to assigned email inboxes using a customer support ticketing system, as well as assisting with data entry and updates of member records across all membership platforms. The Member Support Assistant must have a thorough knowledge of the organization’s products and services to achieve customer satisfaction. Additionally, this position helps to better the member experience through identification of trends in emails or phone calls.


At NAIS, we are passionate about education and the work that we do to advance it. We are customer-focused and always strive for excellence. We work collaboratively, valuing creativity and initiative. We foster empathy, flexibility, and cultural competence. As an integral part of the NAIS staff, this position is expected to serve as an engaged and involved team member, supportive of the varied experiences and perspectives of internal and external colleagues; to support and actively build an office culture dedicated to superior customer service that exceeds customer expectations; and to work within the team and among teams to ensure that decisions are made to further the organization’s goals, particularly the goals of modeling multiculturalism and helping to build inclusive school communities.


Key Responsibilities Include:

  • Answering phone calls to the main NAIS line, including answering inquiries, directing callers to the appropriate resources, and helping to resolve and escalate complaints to ensure caller satisfaction.
  • Responding to email in assigned inboxes in a timely manner to enhance the member experience, and serving as backup to other email inboxes, as needed.
  • Maintaining membership related data by adding/updating CRM.
  • Making outbound calls for follow-up and to support member success.
  • Assuming other responsibilities, as assigned, such as processing mail list requests and sending renewals.
  • Provides back-up support for the Front Desk Support Assistant.


The Ideal Candidate Will Have:

  • Requires strong analytical, conceptual and problem-solving abilities. Must be comfortable handling numerical data.
  • Strong written and oral communication skills
  • Strong telephone etiquette skills
  • Strong customer service orientation, with the ability to actively listen, elicit information, comprehend customer issues/needs and recommend solutions
  • Effective organizational, multitasking, and prioritizing skills
  • Strong attention to detail and accuracy skills
  • Familiarity and comfort manipulating numerical data
  • Ability to manage multiple projects at once and move projects ahead efficiently
  • Proficiency in Microsoft Office tools (Outlook, Word, Excel, PowerPoint) and comfort working in databases
  • 1+ years administrative/membership support experience interfacing with internal and external customers desired
  • Flexibility to work anytime between the hours of 8:30am - 5:45pm as assigned
  • Private school experience a plus


NOTE: Telework and travel are not options for the Member Support Assistant position.

Professional Level

Entry level

Minimum Education Required

High School

How To Apply

Submit your application with a cover letter and resume online using the link below: http://jobs.jobvite.com/careers/nais/job/oD7H8fwj?__jvst=Job%20Board&__jvsd=Idealist


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