Member Relations Specialist

Position Summary

The Member Relations Specialist I is primarily responsible for supervising the front desk evening shift, training staff, managing day-to-day membership accounts, and providing leadership in member engagement, conflict resolution, and problem solving. This position provides administrative support related to membership account reviews, billing issues, and collections, and plays a key role in ensuring accurate and efficient membership services for The Kroc Center. The Member Relations Specialist I must have strong organizational skills and a keen eye for detail. This individual should be flexible and able to manage multiple priorities simultaneously, demonstrate sound judgment, and work independently with minimal supervision. The role requires self-motivation, strong prioritization skills, and excellent time management.

Duties and Responsibilities

• Be present at the front desk for the majority of each shift to engage staff and members; lead by example in coaching, support, and customer service.
• Assist with, participate in, and facilitate training for new hires and provide ongoing training for front desk staff.
• Demonstrate, monitor, and coach performance standards that reflect The Kroc Center’s mission, vision, and core values.
• Serve as a resource for the front desk team regarding processes, systems, and policies.
• Offer flexibility in support of emergency coverage needs.
• Handle telephone calls and customer contacts related to billing and POS issues in a timely and professional manner.
• Become a department “go-to” resource for assisting members with online accounts in UPace (Kroc Connect) and Kroc Community platforms.
• Provide feedback on processes and system workflows and make improvement recommendations within system parameters.
• Assist with the collection of past-due member accounts, including follow-up on non-sufficient fund transactions and expired or changed payment methods.
• Research membership accounts to review payment history and verify demographic information.
• Facilitate membership changes and maintain accurate billing records.
• Process memberships, scholarships, and program-related transactions.
• Process account credits as necessary for membership-related transactions.
• Participate in monthly membership tasks, including processing cancellations, holds, and document scanning.
• Maintain daily involvement with LiveChat through the Kroc website.
• Oversee the completion and review of scan in alert reports.
• Contribute to successful department operations through collaboration with other departments.
• Ensure all cash handling and accounting procedures comply with The Salvation Army’s policies and procedures.
• Propose new ideas to the Member Services Manager to support member retention.
• Conduct initial telephone outreach to past and current members to gather feedback on member experiences and promote membership plans.
• Assist with special and seasonal projects as needed.

General Qualifications and Proficiencies

• High school diploma or GED equivalent required. Associate’s degree or 2+ years of dynamic customer service and administrative experience preferred.
• High attention to detail, consistent, reliable follow through and able to prioritize and manage multiple projects and meet established deadlines.
• Ability to operate standard office equipment in an efficient manner is necessary.
• Must have excellent computer skills, with working experience of Microsoft Office products. Ability to use new software programs with basic training.
• Excellent math and problem-solving skills required.
• Ability to present oneself in a professional manner and maintain confidentiality and sensitivity in relation to information and documentation is essential.
• Service-oriented team player who can take initiative, work independently and quickly adapt in a fast-paced environment.
• Must be able to read, write and communicate in English.
• Able to occasionally work weekends/evening hours and must have willingness and ability to travel.
• Valid driver’s license and insured transportation.

Physical Requirements

• Ability to sit for two to three hours at a time, ability to stand, stoop, or walk for a minimum of eight hours per day and lift and carry up to 25 pounds
• Ability to grasp, push, pull objects such as files, file cabinet drawers and reach overhead
• Ability to operate telephone
• Ability to operate a desktop computer

Qualified individuals must be able to perform the essential duties of the position with or without accommodation.  A qualified person with a disability may request a modification or adju