Under the direction of the Membership Team Leader, provide comprehensive quality customer services to NFDA constituents. Respond to telephone and written inquires regarding NFDA requirements, purchases, policies, programs, and services. Complete out bound calls to members regarding lapsed membership, past due invoices, as well as courtesy/thank you calls. Provide quality data entry support in processing membership payments, change of address and profile update/verification, orders, meeting registration, etc. Ability to multi-task utilizing various NFDA technologies in order to provide frontline assistance for all NFDA related inquires, purchases, and requests. Assist the Membership Team Leader and Senior Vice President- Member Relations with department activities as directed.
Provide comprehensive quality service to current, former, and prospective members, consumers, state associations, as well as other constituents with inquiries, requests, or complaints in a courteous, efficient, and professional manner.
Same day response to written, electronic communications, and telephone inquiries from constituents providing appropriate answers to members, non-members and consumers, regarding membership, member benefits, meetings, continuing education, publications, products and other NFDA products and services.
Educate members about NFDA benefits and crossell them on products and services.
Perform outbound courtesy calls to new members, dues collection calls to renewing members, prospecting calls to non-members and follow-up calls for clarification.
Respond to telephone, electronic and written inquires and complaints in a respectful and timely manner regarding NFDA Code of Professional Conduct.
Update (member/non-member) records as necessary. Enter in contact management to record pertinent information or create necessary follow-up alerts.
Research and respond to inquiries related to duplicate records, changes, and inaccurate records.
Process transfers, cancellations, adjustments to payments, and perform refund requests for overpayment/duplicate payments.
Process applications received for membership, events, orders (POE, web, resources, PR campaigns) in a timely and accurate manner.
Develop and demonstrate a working knowledge of all NFDA policies and procedures related to membership, events and orders.
Submit inbound call tracking form for special projects to the Senior Services on a daily basis.
Assist members with website issues or online learning course problems. Assist members with getting accessing webinars and/or teleconference events.
If assigned, attend, work specified assignment and/or exhibit at NFDA Convention, state conventions or other meeting/convention in a courteous, efficient and professional manner.
Provide switchboard backup coverage as needed or assigned.
Promote and assist in carrying out the Association’s mission, vision and goals in a manner consistent with the Association’s stated values.
Exhibit flexible and innovative approaches while performing essential responsibilities and assignments and participating in strategic leadership, management and special project teams.
Embrace and actively participate in a variety of work teams as requested or assigned.
All other duties as assigned.
Associates Degree or equivalent with 3-5 years of member/customer services experience, with success in courteous and patient communications, problem solving and follow through. PC literate with word processing and records maintenance experience necessary. Excellent written and verbal skills and ability to write effective business letters is required. Able to analyze situations and solve problems. Ability to communicate effectively and tactfully over the telephone with constituents and present a positive image through these communications. Ability to contribute ideas and suggestions to team that will positively influence the development of excellence in customer service. Ability to set priorities and handle with accuracy a large amount of detailed work. Able to work additional hours as needed.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to sit for long time periods (90%), use hands/fingers to manipulate a computer keyboard/telephone, communicate verbally and hear, and lift up to 35 lbs. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Additional Salary Information: NFDA has a competitive salary and benefits package including generous Paid Time Off (PTO), low deductible health insurance and free dental insurance!
About National Funeral Directors Association
The National Funeral Directors Association is the worldwide source of expertise and professional resources for all facets of funeral service. Through education, information and advocacy, NFDA is dedicated to supporting members in their mission to provide families with meaningful end-of-life services at the highest levels of excellence and integrity.