The Council for Advancement and Support of Education (CASE) is recruiting for a Senior Coordinator, Member Support, reporting to Director, Membership Services.
CASE is a global not-for-profit and membership association whose vision is to advance education to transform lives and society. Its mission is to inspire, challenge and equip communities of professionals to act effectively and with integrity to champion the success of their institutions. Advancing education in over 3,700 member institutions, CASE has 88,000 individual members in 82 countries.
Broad and growing communities of professional practice gather under the global CASE umbrella. Currently these include alumni relations, development services, digital, communications, fundraising, government relations, marketing and web. Individual members are at all stages of their career and may be working in universities, schools, colleges, cultural organizations or other not-for-profits. CASE membership also includes many corporate partners. CASE uses the intellectual capital and professional talents of an army of volunteers to advance its work.
Headquartered in Washington, DC, CASE works across all continents from its regional offices in London, Singapore and Mexico City. CASE works to achieve a seamless experience for all its stakeholders: particularly its members, volunteers and staff. Working together across time zones and borders, CASE staff in all offices seek to make the ambitious OneCASE aspiration a reality.
The Senior Coordinator, Member Support will be focused almost exclusively on meeting support.
The core functions of this position include but are not limited to the following:
Conference Operations Support Functions
1. Serves as account manager to manage registration process of district annual conferences as assigned, including but not limited to product setup in AMS, enabling online registration pages, monitoring registration reports, ordering conference supplies, printing and preparing badges and providing customer support. 2. Works as account manager with assigned district volunteer registration chairs to serve as lead point of contact to ensure all annual conference materials and onsite requirements are fulfilled and all registration desk materials are shipped to location on time. 3. Manages onsite registration desk at Summit, CASE-NAIS, CCCA and district annual conferences as assigned, handling all onsite payments, changes, updates, attendee check-in, and other inquiries. 4. Staffs CASE membership information booth onsite at conferences as needed – providing clear information about CASE and handling membership inquiries. Ships materials needed for booth to arrive at location on time.
1. Supports organizational efforts to grow institutional and individual membership by promoting CASE products and services when interacting with members and non-members. 2. Assists Director or Membership Services with special projects as needed, especially during off-peak times for conference registrations.
Member Support Customer Service Functions
1. Develops and maintains working knowledge of CASE and its member programs and services in order to effectively handle and/or route customer inquiries. 2. Maintains a high level of member satisfaction by receiving and responding in a timely manner to customer inquiries about conference registrations. Includes monitoring and retrieving telephone and email messages as assigned. 3. Conducts follow-up calls to registrants with outstanding conference registration fees; including documentation of contact, processing records in AMS accordingly, and reporting of status/results to management. 4. Captures data and feedback in AMS during interactions with members (e.g. telephone, email) to track purpose and resolution of inquiry. 5. Processes payments by phone for registrations related to conferences 6. Processes batch payments for registrations as assigned. 7. Ensures production and shipment of DC office based CASE conference related materials are accurate and completed on time.
Member/Customer Data Support Functions
1. With the Director, Membership Services, creates reports utilizing AMS data for conference operations support, including final conference registration reports and invoices. 2. Generates information and reports to support organizational activities as needed.
Fiscal Management/Budget Responsibilities/Judicious Use of Resources
1. Exercises fiscal responsibility in the utilization of all CASE resources.
1. Exhibits appropriate leadership toward and works cooperatively and supportively with all volunteers with whom this employee has contact, including CASE’s volunteer leadership. 2. Collaborate with CASE colleagues in other parts of the world to ensure the best sharing of ideas, expertise and knowledge.
Performs Other Duties and Responsibilities as Assigned by the Supervisor.
Education and Experience: Bachelor’s degree or equivalent education, and a minimum of 5 years of progressive and relevant work experience for an association or other service-oriented organization. Travel required.
Skills and Abilities: Must exhibit superior customer service skills and the ability to interact effectively with a variety of customers. Excellent written and verbal communication, organizational, interpersonal and problem solving skills necessary. Proficiency in Microsoft Office suite and database programs required. Personify experience preferred. Ability to work independently and in a team to accomplish goals and meet deadlines.
Interested candidates should CLICK HERE to apply. Applications MUST include a résumé and cover letter with salary requirements and/or salary history indicated on the cover letter. Applications without the required skills and experience or salary requirements will not be considered. Preference may be given to applications received by February 18, 2018.
About Council for Advancement and Support of Education
The Council for Advancement and Support of Education (CASE) is a professional association serving educational institutions and the advancement professionals who work on their behalf in alumni relations, communications, development, marketing and allied areas. CASE helps its members build stronger relationships with their alumni and donors, raise funds for campus projects, produce recruitment materials, market their institutions to prospective students, diversify the profession, and foster public support of education. Key facts about CASE:
Founded in 1974 as the result of a merger between the American Alumni Council and the American College Public Relations Association
Maintains headquarters in Washington, D.C., with offices in London (CASE Europe, 1994), Singapore (CASE Asia-Pacific, 2007) and Mexico City (CASE Latina America, 2011)
Is one of the world's largest nonprofit educational associations in terms of institutional membership
Includes more than 3,670 colleges and universities, primary and secondary independent and international schools, and nonprofit organizations in more than 82 countries around the globe
Serves nearly 81,000 advancement professio...nals on the staffs of member institutions
Led by volunteers with more than 4,850 advancement professionals serving as board members, speakers, authors, conferences planners and more