Member Services Coordinator

Role Overview

• Provide daily telephone coverage for Member Services Department
• Provide professional customer service with all phone and email inquiries
• Handle customer/member complaints and deal with difficult customers/members in a professional manner
• Understand all staff roles in RMEF enough to determine who can provide the best answer to a question from the public
• 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
• Accurately process memberships and donations received by phone, internet and email
• Be able to correct membership transactions, transfer transactions or process cancellations and refunds
• Use Mavro to track down mail-in payments that were processed by the Customer Response Department
• 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
• Assist members with My RMEF login issues
• Process phone retail orders from the Shop RMEF store on www.rmef.org
• Provide order tracking
• Process retail exchanges and returns
• Provide training on different areas of expertise to other Member Services personnel
• Continue to learn all the different aspects of Member Services to ensure adequate cross-training

Requirements

• 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