Membership Representative

Position Summary

Reporting to the Manager of Membership Services, the incumbent performs administrative duties related to the processing of new members and the renewal of existing memberships. This position is a member facing position and is the first line of communications with the association. In addition, the Membership Services Representative provides ongoing support and assistance to members of the association and the prospective new members. The Canadian Owners and Pilots Association (COPA) provides a variety of employment benefits including a 35 hour work week, group health and dental benefits, paid vacation, and a paid holiday closure in December.

Location

Remote work in Canada.

Candidate must be physically located in Canada, and authorized to work in Canada.

Salary

To be determined on experience

Responsibilities

• Provide exceptional client service to members in responding to inquiries and issues from members regarding their membership status, their benefits and services, the fee categories and payment of the associated membership fees;
• Answers the telephone, email, and other forms of communications regarding membership administration and support;
• Monitors the member community and answers questions there;
• Maintains the membership FAQ to assist members in joining and renewing their membership;
• Monitors membership renewal trends and proactively reaches out to members to encourage renewals;
• Assist and encourage members to automate their membership renewal process to ensure that lapsed memberships are reduced;
• Administration of the membership renewal program including processing and delivery of membership renewal invoices, sending renewal reminders, and manually processing membership renewals if required;
• Administration of the new member program including preparing and sending the new member welcome package;
• Maintain membership records in the membership management system (MMS);
• Works in cooperation with other staff as required to carry out duties as required;
• Other related duties as requested/assigned by the Manager

Qualifications

• Good understanding of customer service, basic computer skills and basic accounting
• Strong organizational, interpersonal and communication skills
• Working knowledge of Word; Excel and Outlook
• Working knowledge and basic understanding of utilizing member/customer database to provide excellent customer service
• Ability to take direction, work independently, plan, organize and prioritize workloads
• Ability to work remotely without direct supervision and ensure that members calls and emails are being answered in a timely manner
• Bilingual skills in English and French essential
• Previous experience working for a membership based organization is an asset

Education

• Completion of secondary school or equivalent

Interested applicants must submit a cover letter and resume.

Job Type: Full-time

Benefits:

• Dental care
• Extended health care
• Work from home

Schedule:

• Monday to Friday

Experience:

• customer service: 2 years (preferred)

Work Location: Remote

Application deadline: 2024-03-28