Membership & Operations Associate

Smithbucklin, a 650-person, employee-owned professional services company with more than 70 years of success serving the association market, with primary offices in Chicago and Washington, D.C. is looking for a Membership & Operations Associate to join our Association Management Unit in our DC office. The Membership and Operations Associate plays an integral role in supporting and guiding the nonprofit volunteers and members from our client organizations. At Smithbucklin, we embody a culture driven by optimism, ambition, expertise, and thoughtfulness, where every team member is empowered to exceed expectations and deliver exceptional results for our clients. Join us in shaping the future of association management, where our values serve as the cornerstone of our success. Member Services Specialist Overview The Member Services Specialist assists in the day-to-day tasks of the member services department. This position conducts member and customer support, product fulfillment, membership operations, and general communications. The Member Services Specialist is responsible for answering and directing incoming association inquiries by phone and email, invoicing and reconciling payments, shipping product orders, managing inventory, and routing incoming association mail. A strong focus on customer service is needed as this is the first point of contact for the association. This position reports to the Membership & Operations Manager. Responsibilities Manage customer inquiries for the association through the customer service phone lines, fax, and email accounts in a timely manner. Ensure quality and consistency in customer database information. Maintain a functional understanding of the AMS. Control and monitor overall accuracy of records. Assist customers with the AHRA website. Troubleshoot login problems and provide Website navigation assistance. Work with the Senior Website Admin to identify and resolve site performance issues. AR reconciliation of daily payments by mail, web, lockbox, ACH, that pertain to membership, CRA, products, reimbursements to the association. Process all mail received to the office and distribute to appropriate staff/lockbox location. Identify opportunities for service level improvements. Identify and analyze customer needs to ensure high customer satisfaction, growth, and retention of business. Responsible for keeping abreast of association activities and technology platforms in order to answer member and non-member inquiries. Cross train with Membership and Operations Manager in most functions to serve as a backup. Assist in maintaining and developing departmental procedures. May serve as committee staff liaison as assigned. Maintains accurate inventory of products. Assists CRA Coordinator with all CRA certificate mailings, pins, payments, and communications. Assists Rapid Review Coordinator with material shipments, transactions, payments. Assists Education Foundation as needed, onsite at Annual Meeting, donor transactions, and in mailing & distribution of donor pins. Basic Qualifications Bachelor’s degree or equivalent experience 0-1 year of relevant professional experience, to include customer service and/or administrative support experience Proficiency with basic computer programming, including the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Ability to travel 5% of the time Where Do You Fit? Whether you are just beginning your career or are a mid or senior level professional, working at Smithbucklin will offer you countless opportunities to develop transferrable skills, acquire meaningful knowledge and gain rich experiences at an accelerated pace. By working collaboratively with smart, ambitious, multi-talented, genuine and hardworking colleagues, you will build meaningful, deep and enduring relationships that will serve you well throughout your career, regardless of your chosen path. In addition, as a 100 percent employee-owned company, Smithbucklin offers all of our people – regardless of position or compensation – an equal chance to experience the fulfillment and reap the benefits of ownership. As owners, our employees control the destiny of Smithbucklin and are unified in the goal of building a great, enduring company. Our hybrid environment offers you the option to work from home two days per week. Employees will work a standard 40-hour week, with the possibility of additional hours based on project deadlines. Equal Employment Opportunity At Smithbucklin, Equal Employment Opportunity is our commitment and goal. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other protected status designated by federal, state or local law. Applicants are encouraged to confidentially self-identify when applying. Employment is contingent upon successful completion of a reference and background investigation based on position. Smithbucklin will not sponsor applicants for work visas and as a precondition of employment, you must be authorized to work in the United States permanently.