Description

American Academy of Periodontology (AAP) is a small but mighty collaborative Membership team.  We are searching for an individual that shares our passion for superior customer service and one who will bring fresh new ideas to contribute to our success. We will provide training and support with ‘an open-door policy’ for the different aspects of your role and assign you a mentor for your career development.  

About AAP:

The American Academy of Periodontology is a 7,500-member professional organization for Periodontists, a dental specialty for the prevention, diagnosis and treatment of diseases affecting the gums, supporting structures of the teeth and placement of dental implants.  Our vision is to be the voice of Periodontists as the collaborative partner to achieve optimal oral health.  Our office is located just off the Mag Mile, close to Water Tower Place. To learn more about our organization, please visit us at www.Perio.org. 

In support of our amazing team, AAP offers:

• Employer paid (for employee’s coverage) Medical and Dental Insurance (BC/BS)
• Vision Insurance
• Generous Paid Time off (Accrual eligibility of (12) days your 1st year and (15) days in your 2nd year.)
• Paid end of year Holiday/Winter break
• Paid Holidays and Sick Time.  Paid Leave
•  Hybrid Work Environment with a 35-hour work week
• Professional Development and Training
• Eligibility to participate in 401(k) plan with generous employer match
• FSA/HSA, Life Insurance, AD&D, EAP
• Long- and Short-Term Disability Insurance and Long-Term Care Insurance
• Hiring Pay Rate Range: $29.00 - $31.00 per hour which will be based on experience and skill-sets 

Position Overview

Reporting to the Senior Membership Manager, the Member Services Coordinator is responsible for supporting the daily operations of the Membership Department. This individual serves as the primary point of contact for members and prospective members, answering membership-related questions via phone and email and delivering exceptional customer service. Additionally, provides administrative and logistical assistance to the Senior Membership Manager as needed and will be cross trained on certain tasks within the Membership Department to assure maximum and consistent support. 

Member Services (60%)

• Answers department calls and responds to emails regarding membership, member transactions, website login issues, and questions about Academy          benefits, resources, and events in an expeditious and professional manner.
• Maintains electronic member files, accurately capturing and entering member and prospect data.
• Proofs new member applications and follows up with applicants to complete missing information.
• Processes new member applications, membership renewals, and transfers to new membership categories. 
• Performs dues payment transactions and offers assistance to members when needed. 
• Distributes new member letters and certificates.  
• Assists in preparation for Annual Meeting events and exhibits at external meetings.
• Staffs the Member Resource Center at the Annual Meeting and assists with other onsite projects as needed.
• Maintains inventory of member giveaways and serves as a point of contact for staff product requests.    

 Member Data Services (30%) 

• Processes monthly back issue requests for Academy journals and alerts Managing Editor of delivery problems and other service complaints. 
• Runs monthly dues payments and follows up on dues collection issues.
• Manages electronic and paper department filing/archiving system.
• Fulfills Perio Store orders, maintains merchandise inventory, and updates Personify 
• Distributes member category transfer correspondence and processes transfer requests. 
• Additional duties as assigned: Assists with shipments to and from the Annual Meeting and other membership events, maintains department onsite and offsite storage list. Contributes to other projects, and is backup to the Receptionist, as needed.

Requirements

Required Experience, Education 

• 1+ years of experience providing exceptional customer service in a professional setting. Experience working in a non-profit, an association or membership-based organization preferred.
• Bachelor's degree preferred but not required.
• Ability to travel to the AAP Annual Meeting (3+ day, overnight, commitment per year).
• Exceptional phone etiquette and strong aptitude for customer service. Proficiency in responding to member inquiries with expediency, patience, and professionalism. 

Required Skills and Abilities

• Superb organizational skills and sound decision-making ability.
• Demonstrated capacity for managing numerous projects simultaneously and adhering to stringent production schedules and budgets.
• Positive attitude, strong interpersonal skills, and the ability to communicate with professionals at all levels. Capability of working effectively with others and assisting as needed.
• Previous experience with Microsoft Word/Excel/PowerPoint and web-based applications.
• Comfort with membership-based database software and its applications preferred. Experience with Personify is a significant plus.

Physical Requirements:    

• Business travel requires the ability to endure the rigors of air travel and being on one’s feet for long hours.
• Ability to lift up to 20 pounds.