Customer Service and Support, Education and Training, Membership
The Program Coordinator is the point of contact for both prospective and current members and program participants. The Program Coordinator is responsible for assisting members and prospective members, entering payment information in the association database, maintaining membership and program participation records, generating resulting fulfillment letters and materials, and maintaining and updating course materials. Key areas of focus for the Program Coordinator include:
Knowledge of Program and Membership Benefits. Understanding of and communicating about client membership and program benefits, policies, and procedures. Awareness of current client issues through reading the client website, newsletter, and industry publications.
Membership and Program Fulfillment. Fulfilling information requests including sending information on membership, certification and accreditation, conferences, membership applications, and other membership or program requests. Answering questions concerning regulations, policies, etc. Keep careful track of current member information in database, including email, fax, and additional contacts for their company (also see data entry below). Preparing and sending membership recruits, membership renewals, and program renewals.
Association Payment Fulfillment. Entering all payments into database. Sending letters to those that have problems to correct them in a timely manner. Assembling and mailing all letters generated from payments. Fulfilling all publication orders. Maintaining files of payment orders and forms.
Certification and Accreditation Program Support. Administering the Certification and Accreditation programs, including checking incoming documents for completeness, issuing letters for additional information, sending exam registration confirmation letters, downloading and importing exam data, awarding accreditation status, and communicating with the Executive Director on necessary items. Answering questions on programs. Ensuring quality in the programs to include ensuring that all forms and documents used in these programs are accurate. Alerting Executive Director to comments received by members and any updates needed in the programs or forms used in administering the programs.
Data Entry. Keeping client databases updated and accurate, by verifying company information, spellings, and completeness of records. Checking databases on a regular basis to ensure completeness and accuracy. Fixing records generating returned mail, email, or faxes. Ensuring that all prospects are entered into database as a prospect.
Conference and Meeting Coordination. Accurately entering in both attendee and exhibitor information. Ensuring that conference and meeting confirmation materials are sent in a timely manner. Assisting as needed on conference and meeting logistics and coordination. Attending and administering training courses to include registration and presenter management. Preparing and sending all materials for training courses. Preparing and sending items for annual conference.
Quality Control. Ensuring the quality, accuracy, and excellence of association programs, publications, web sites, activities, and events. Keeping careful track of deadlines to ensure accuracy.
Communication. Notifying appropriate staff of problem areas or member comments and/or concerns. Enlisting the help of other staff when necessary, as well as assisting other staff members when needed. Maintaining open lines of communication with staff on group projects.
Professional Development. Enthusiasm towards seeking out resources for increasing work expertise and growth. Self discipline in planning and completing work. Taking initiative when opportunities arise for increased learning and experience. Taking responsibility when mistakes or oversights happen.
Ability to travel - 1 week in March/April, 1 week in May, 1 week in Fall
Attention to detail
Exceptional customer service
Ability to work independently as well as in a team
Ability to work in a home-office environment after initial training
Excellent time management
Business writing skills
Knowledge of general computer programs - Word, PP, Outlook, Excel, Acrobat, etc.
Ability to quickly learn new computer programs
Experience with FileMaker databases
Experience working with Apple computers
Experience in membership organizations/associations
Fusion Management/Fusion Meetings & Events is a small association management company that rewards excellence and dedicated work. Employees receive numerous benefits including healthcare and a virtual work environment.