Regulatory Affairs Professionals Society (RAPS)

Member & Customer Experience Coordinator, Rockville, Maryland

Very prestigious health / Bio / Pharma, non-lobbying global organization headquartered in Rockville, Maryland has an immediate need for a Member & Customer Experience Coordinator.  RAPS offers an extremely generous benefits package, one day a week telework, 25 days PTO, ten paid holidays, office closure between Christmas and New Year’s, convenient metro location, Metro Smartrip subsidy or free parking, Health Reimbursement Account, comprehensive insurance and 403b match.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This position serves a critical role in serving as a primary touchpoint for external RAPS stakeholders and ensuring that all members and customers have a positive experience when engaging with the organization. An ideal candidate will be highly collaborative, customer-service oriented and passionate about RAPS’ mission. He/she should embrace a member/customer-centric environment and enjoy problem solving with an eye on process improvements and providing prompt, clear, and courteous internal and external communication (in both verbal and written correspondence).

Responsibilities include:

  • Handle incoming calls, emails and other inquiries from members, customers, and prospects
  • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
  • Stay up to date about the organization’s vision, mission, and in-depth product portfolio
  • Proactively communicate cross-departmentally to understand, support, and provide solutions to address the needs of members, non-member purchasers and other RAPS stakeholders; consistently identify ways to remove roadblocks and streamline processes
  • Identify and communicate opportunities for cross promotion of products and services during customer interactions
  • Support member engagement campaigns and assist in developing new opportunities to create a positive experience throughout the member lifecycle
  • Implement tracking mechanisms to identify customer service trends and make recommendations to address/improve them
  • Assist in the development and implementation of strategies and solutions that improve customer satisfaction and retention; advocate for exceptional customer and member experiences; advise on ways to improve marketing promotions, website copy and other processes to clarify practices and decrease customer service inquiries
  • Track customer service interactions using the organizational ticketing system to ensure timely and accurate responses to customer inquiries; maintain departmental project log of activity
  • Process dues payments, event registrations and other transactions in the organizational AMS (Impexium) as appropriate
  • Troubleshoot data-related problems and work with IT to develop solutions

EXPERIENCE AND EDUCATION:

Qualifications include:

  • 1+ years of experience working in customer service or in a general membership role with an association
  • Understanding of the issues and challenges in working with an international membership, particularly chapters and volunteers
  • Self-starter with a strong interest and skills in working in a cross-functional team environment
  • Member/customer-focused, service-oriented approach to dealing with external stakeholders
  • Must enjoy working with people and has a keen ability to anticipate member/customer needs
  • Excellent internal/external written and verbal communication skills
  • Analytical skills and a strong, proactive, solutions-based approach to problem-solving
  • Goal-driven, multi-tasker with an attention to detail who thrives working in a fast-pasted, dynamic environment
  • Proficiency with Microsoft Office; familiarity with Impexium AMS, Web-based project tracking/ticketing systems, cloud-based phone system, and social networking tools preferred
  • Association/nonprofit and/or regulatory/health-science experience preferred
  • A combination of education and experience which demonstrates the necessary skills and expertise required for the position
 
Please submit cover letter and resume to Denise K. Baylor, Director, Human Resources (dbaylor@raps.org)