The Member Services Associate primarily answers incoming calls to the main NAIS number and takes the lead on responding to emails sent to the “general,” “login,” and “schoolupdate” addresses, as well as assisting with data entry and updates of member records across all membership platforms. The Member Services Associate must have a thorough knowledge of the organization’s products and services in order to achieve customer satisfaction. Through trends in emails or phone calls, helps identify ways to better the member experience.
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 and value 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 complaints to ensure caller satisfaction.
Responding to email in the “login”, “schoolupdate”, and “general” folder in a timely manner to enhance the member experience, and serving as backup to other email folders, as needed.
Maintaining membership related data by adding/updating prospect lists in CRM, entering necessary data related to new member and supporter applications and updating current records; maintaining member records in Inspiration Lab (entering new/removing dropped members); entering data from IT-provided phone/email reports to the membership dashboard; and updating the new member web page regularly.
Preparing and sending new member welcome kits.
Assuming other responsibilities, as assigned, such as processing mail list requests and processing invoices.
The Ideal Candidate Will Have:
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, multi-tasking, and prioritizing skills
Strong attention to detail and accuracy skills
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
3+ years administrative/membership support experience interfacing with internal and external customers desired
About National Association of Independent Schools (NAIS)
The National Association of Independent Schools (NAIS) is a nonprofit membership association that provides services to more than 1,800 schools and associations of schools in the United States and abroad, including 1,500 independent private K-12 schools in the U.S. NAIS serves as the national voice of independent education, advocating on behalf of its members. The association offers research and tr...end analysis, leadership and governance guidance, and professional development opportunities for school and board leaders.
The National Association of Independent Schools (NAIS) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, personal appearance, marital status, family responsibilities, political affiliation, matriculation, or status as a covered veteran in accordance with applicable federal, state and local laws.