Member Care Representative

The Member Care Representative (MCR) is responsible for phone e-mail and in-person requests from members potential members and the public. The MCR provides general information regarding MSTA benefits and services and how they may be accessed and answers general inquiries. The MCR transfers calls that require specialized response to the proper department or person and acts as an information and administrative resource to other departments when requested. The MCRs also support the Member Service Coordinators the Professional Learning staff the Student Groups Coordinator and the Director of Member Services.

Duties & Responsibilities:

Customer Service Responsibilities:

• Provides excellent customer service via phone email and in-person to members potential members colleagues and the general public.
• Provides information regarding MSTA benefits and services and how they may be accessed.
• Researches answers to general information requests when information is not immediately available and then provides the information as requested.
• Transfers calls that require specialized response to the proper department or person.
• Follows through to ensure all requests receive the best possible answer.
• Assists members with event registrations password resets email address updates enables CTA leader access guides members through the Autopay process.
• Keeps abreast of association news events and issues resourcing callers by connecting them with the appropriate departments for the issue.
• Serves as administrative assistant to Member Service Coordinators Professional Learning staff Student Groups Coordinator Director of Member Services and others as requested or assigned.
• Greets guests vendors and delivery drivers addressing their needs and connecting them with the appropriate staff person when necessary.
• Ensures that the entry door to the Member Care Department is locked and unlocked in a timely manner.

Data and Records Responsibilities:

• Logs calls online communications and Member Care email information in Salesforce account records.
• Carefully verifies membership status prior to offering specific services.
• Sets-up event registrations in Salesforce and registers those who inquire for events appropriate to their membership status.
• Runs reports for departments that they support as needed.
• Updates membership records data in Salesforce.
• Supports the Professional Learning Department by scheduling coordinating and documenting all onsite and online Beginning Teachers Assistance Program events.
• Tracks BTAP participant progress and guides them through the process.
• Enters payroll deduction survey data in Salesforce annually.
• Updates Salesforce data as needed; including demographic information CTA officers retirement status etc.

Any combination of education and experience providing the required skill and knowledge is qualifying. Typical qualifications would be equivalent to:

Education/Experience:

• High School diploma or GED
• Five Years experience in related position such as customer service.

Skills and Abilities:

• Communication: Excellent communicator in both written and oral form. This includes proficiency in spelling grammar and punctuation.
• Organization: Highly organized and detail oriented.
• Discretion: Exercises discretion and sensitivity regarding confidential information.
• Teamwork: Our staff works together cooperatively to provide the highest quality support to our members. The unity camaraderie and culture of the team is something thats very important to us. Therefore all employees are expected to actively work to maintain good working relationships with other team members and be comfortable sharing projects and responsibilities with others.
• Anticipate Needs: As a part of our commitment to excellence our team always strives to anticipate and serve needs in advance whenever possible.
• Technologically Proficient: Ability to embrace and learn new technology quickly is essential. Proficiency in Office 365 including Excel and Word is required. Additional technology in use includes Salesforce/NimbleAMS and RingCentral. Responsible use of AI resources is encouraged with appropriate training.
• Problem solver: Ability to identify issues and determine best course of action for their resolution.
• Attendance: Regular reliable attendance and timeliness is a necessary element of this job.

Soft Skills

• Self-starter and self-manager: Takes initiative anticipates needs and gets things done consistently on time.
• Responsive: Committed to a high level of responsiveness both internally with other staff and externally with our members and other stakeholders.
• Mission-oriented: Is excited about and committed to our mission to advocate for and empower public school teachers so they can teach.
• Committed to excellence: Exceed expectations and reflect positively on the organization.
• Positive attitude: Brings a can-do mindset is enjoyable to work with and stays solution-focusedavoiding negativity excuses and workplace gossip.
• Performs well under pressure: Things are always changing and there are times when things get intense. Must function at a high level even when things get busy by working together as a team and communicating effectively.
• Committed to growth: Looks for opportunities to improve skills and knowledge of association and education. Willing to try new things learns from failure and asks for help.
• Humility: Not driven by ego or status quick to point out the contributions of others and slow to seek attention.
• People Smart: Strong interpersonal skills and can handle issues with respect dignity and sensitivity particularly with frustrated or angry short exercise good judgment and intuition when dealing with other people.