Membership Services Coordinator

The Membership Services Coordinator is responsible creating a positive member experience by providing a superior level of customer service to AAR members while supporting the overall growth and retention of the membership base. The Membership Services Coordinator assists members with account maintenance and articulates an extensive knowledge of programs and services appropriately. Working under the direction of the Director of Membership, the Membership Services Coordinator will perform their responsibilities with a keen focus on growing and retaining the AAR membership base.

Membership Support Services

• Serves as primary and initial contact for AAR membership by responding to phone calls and written questions, concerns, and complaints regarding membership
• Monitor and respond to membership specific inquiries via shared email account(s)
• Provides information on membership fees, policies, processes, benefits, products and services as requested
• Recommends services and products to members and potential members
• Investigate and resolve or escalate membership and payment issues
• Process full cycle of mailing list requests
• Prepare and distribute acknowledgement letters for monthly donations
• Respond to member requests for verification of service to AAR by preparing and distributing appreciation letters
• Document all inquiries and maintaining accurate membership records
• Manage online store by processing orders and maintaining inventory
• Assist Membership Director with support to AAR Regions
• Other duties as assigned

Membership Recruitment and Retention

• Coordinates monthly renewal letters, emails, and other membership related communications
• Conduct phone outreach to encourage membership renewals
• Assists with the coordination of membership engagement activities
• Supports the execution of membership recruitment strategies
• Generates reports for insight into membership engagement

Database Administration

• Responsible for data quality, ensuring contact information and critical data points are kept up-to-date in the iMIS database
• Works with the Director of Membership to modify and enhance the database to meet the changing needs of the department and organization as a whole
• Maintains accurate records for reports of membership activities
• Administers the relationship side of the membership database, updating contact information, processing dues and renewal cycles and supports the Accounting Manager on issues pertaining to membership dues.
• Generates standard reports upon request.

Annual Meeting & Other Membership Event Support

• Supports event operations by coordinating any necessary workflow set up within the IMIS database
• Assist with the facilitation of membership activities at the Annual Meeting as directed
• Represents AAR membership at external events as directed
• Follows up with event attendees to encourage their engagement with AAR
• Work the Annual Meeting as assigned to support the successful execution of the event