Program and Member Service Specialist

Program and Member Service Specialist

Reports to:                 Director of Programs  

Supervises:                 n/a

FLSA Status:                Non-Exempt

POSITION OVERVIEW

This position is responsible for collaboratively working under the Director of Programs to produce the Foundation’s special institutes, short courses, webinars, and other in-person and online programs, including certifying programs for continuing legal and professional education credit. This position is also responsible for working on our Salesforce database to manage member, program registrant, and product sales data, and answering member and other customer questions relating to their memberships, registrations, and purchases.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Program and Customer Service Specialist’s primary responsibilities may include, but are not limited to the following:

Provide Program Support

Assist the Director of Programs with in-person and online education programs and courses. Such assistance may include but is not limited to the following:

• Schedule and send reminders for program committee meetings.
• Track program speakers, including obtaining pictures, bios, publication agreements, papers, and PowerPoint presentations.
• Assist the Director of Programs with communications with speakers and authors as to deadlines and deliverables.
• Drafting marketing email blasts and working with our media services and graphic design specialist to prepare program brochures.
• Review program and course registrations for accuracy.
• Confirm registrations to attendees.
• Prepare letters of invitation for international attendees for visa purposes.
• Distribute electronic materials and links to registrants.
• Coordinate set-up and take-down of registration desk at programs.
• Work at the registration desk during programs, including answering attendee questions and processing onsite registrations and materials purchases.
• Work with hotels to ensure high-quality service during programs.
• Compile and prepare data and other information necessary to upload video-recorded presentations to the Foundation’s online learning website.
• Work with our media services and graphic design specialist to ensure video-recorded presentations are edited and technical problems or issues related to online programs are addressed.

Support Continuing Education Efforts

• Manage continuing education requirements for conferences and webinars under the supervision of the Director of Programs.
• Maintain familiarity with continuing education rules of multiple bar associations and continuing education requirements for professional landmen, petroleum and professional accountants, and other certifications that may be required by customers.
• Apply for continuing education accreditation for our annual Institute, special institutes, short courses, workshops, webinars, and other conferences and courses.
• Advise the Director of Programs as to programming concerns that may be raised by accrediting organizations.
• Report customers’ continuing education credits to multiple state bar associations and other accrediting organizations.
• Submit payment of fees for continuing education credits.
• Prepare and file annual continuing education accreditation applications with multiple state bar associations, professional landman’s associations, professional accountants’ associations, and other organizations as required by customers.
• Respond to customers’ questions regarding continuing education certifications.

Provide Customer Service Support

• Assist attendees with registration for programs.
• Apply Foundation policies and seek approval from the Director of Programs for exceptions to registration fees, cancellations, refunds, and materials charges.
• Answer attendee questions regarding programs.
• Under the supervision of the Associate Director, assist with membership renewals and adjust membership rosters as needed.
• Apply Foundation policies and seek approval from the Associate Director for exceptions to membership dues, upgrades, cancellations, and other membership issues
• Answer questions regarding membership levels and other membership related inquiries.
• Maintain and update customer information records in the Salesforce database.

Coordinate Personal Development

• Take responsibility for career development.
• Look for opportunities to expand responsibilities.
• Identify needed training and complete training courses.
• Seek direction from the Director of Programs and Associate Director about allocation of priorities and best use of time as appropriate.
• Establish and maintain cooperative relationships with co-workers.
• Support a positive atmosphere in which high quality programs and services are delivered and where inclusivity is valued.

Other duties as may be assigned by the Director of Programs, the Associate Director, or the Executive Director.

QUALIFICATIONS

Commitment to Mission

• Demonstrated commitment to the Foundation’s mission with an understanding of the Foundation’s educational goals.

Customer Service & Professional Skills

• Exceptional customer service and telephone skills.
• Excellent judgment and responsiveness.
• Excellent attention to detail with the ability to analyze data and identify and resolve problems efficiently and effectively.
• A preference for working in an environment that is collegial, collaborative, and focused on open dialogue at all levels and a high degree of customer service.

Skills and Personal Qualities

• Proficient with Word, Excel, PowerPoint, and Adobe Acrobat.
• Some experience with Salesforce or a similar customer relationship management system (CRM) is preferred.
• Some experience with Zoom, Doodle, Survey Monkey, and/or Constant Contact a plus.
• Ability to learn new software and other technologies quickly.
• Ability to handle multiple tasks/projects and meet deadlines.
• Strong oral and written communication skills.
• Excellent organizational and time management skills.
• Ability to identify opportunities, take initiative, and be adaptable and resilient.
• Ability to avoid conflicts or stalemates.
• Self-starter; ability to work both independently and as part of a team.
• Professional with ability to be discreet with confidential and sensitive issues.
• Periodic travel will be required to assist with in-person programs.

Education and Experience

• Undergraduate degree required.
• At least two years experience working in an office or similar environment is required.
• Some experience in the hotel/hospitality sector or event planning, or working for an association or similar organization that holds conferences or events, is preferred.

Send resume and cover letter to jedwards@fnrel.org