Coordinator, AONL Member Engagement

American Hospital Association • Chicago, IL

399d • $50,505 - $62,400

About The Position

The Coordinator, AONL Member Engagement at the American Hospital Association (AHA) is responsible for enhancing the member experience through exceptional customer service and administrative support. This hybrid role involves engaging with AONL members and customers, processing transactions, and maintaining the membership database. The position aims to improve workflows and internal efficiencies while ensuring accurate data management and member support.

Requirements

• 3 years of customer service or call center experience.
• Experience with a customer relationship management (CRM) system or similar software.
• Mid-level experience in data entry and administrative tasks.
• Preferred: Associate's degree or better in Business Administration or a related field.

Nice To Haves

• Experience in association membership service.

Responsibilities

• Answer member/customer inquiries via phone and email, providing timely responses and follow-ups within one business day.
• Provide technical assistance to members/customers for creating user accounts and resolving log-in issues.
• Assimilate member/customer feedback to identify trends and opportunities for improving the member/customer experience.
• Make recommendations to enhance workflows, procedures, products, and services to meet member needs and control costs.
• Document processes in writing for clarity and consistency.
• Perform timely and accurate data entry related to member records and financial transactions.
• Prepare membership dues invoices and process credit card payments for memberships and events in the AMS system.
• Collaborate with Finance to troubleshoot payment issues and share financial information as needed.
• Conduct research to update member records and resolve discrepancies.
• Identify and document AMS and CVENT technical issues, working with IT to resolve them.
• Use advanced knowledge of AMS to assist and coach on its use related to AONL membership and financial processing.
• Assist with member data analysis and reporting.

Benefits

• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Tuition reimbursement
• Vision insurance
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: Associate degree