Member Services Specialist

BCWWA logo CMYK

Member Services Specialist – Vancouver

 

Are you a customer service and engagement specialist that has worked with membership-based organizations in the past? Are you looking to make a meaningful difference in the careers of water professionals by researching and analyzing their needs, and facilitating connections and conversation among various technical groups? Join our not-for-profit association and help us in our pursuit to advance the careers of water and wastewater professionals, and protect public health and the environment while we’re at it.

The BC Water & Waste Association (BCWWA) has a temporary, part-time employment opportunity, beginning in June and ending December 2019 (18-month contract), for a Member Services Specialist. The Member Services Specialist is responsible for managing the lifecycle process and experience of more than 4,000 members, including oversight of membership purchases and renewals using the Association’s website and customer management system, and researching and evaluating their needs and satisfaction with our programs and services. This role is also responsible for developing and delivering an onboarding and relationship management program for volunteers, and providing support to technical committees and communities of practice. In order to be successful and meet key performance targets, this position requires excellent time management skills to ensure both transactional or ongoing activities and strategic project work are completed.

Responsibilities

  • Develop, implement, evaluate, and continually improve the membership experience; this includes conducting research on customers, members and volunteers, developing service recommendations and value propositions, and creating recruitment and retention initiatives and materials.
  • Build, maintain and manage collaborative and service-oriented relationships with volunteers, members, potential members/customers, and our affiliated member organizations.
  • Develop, implement and evaluate a structured volunteer program, in collaboration with BCWWA staff.
  • Coordinate the Student Design Competition by providing administrative support to the steering committee, creating and managing the budget, developing a work plan, and performing other administrative duties.
  • Administer the BCWWA industry excellence and service awards by providing administrative support to the judging panel, drafting communication materials to promote the awards and their recipients, delivering rewards to recipients, and coordinating nominations for affiliate organization awards.
  • Provide administrative support to BCWWA’s technical committees and communities of practice, including preparing agendas and minutes, maintaining committee contact lists, and supporting the committees in creating and executing annual work plans.
  • Assist in implementing outreach activities to recruit new members and customers; this includes attending industry events to promote BCWWA programs and services.
  • Provide front-line response to customers about membership in the BCWWA and about the Association’s programs and services.
  • Process membership purchases and renewals; this includes entering data and payment information into the Association’s customer database, and preparing and distributing invoices, receipts and certification cards.
  • Enter affiliate member and customer data into the BCWWA’s customer database; update the database with new information when changes occur.
  • Other duties related to the achievement of BCWWA’s goals and strategies.

About You

  • A college diploma or university degree in a relevant discipline, and 3+ years of related experience, preferably in a membership-focused environment.
  • Proven experience conducting customer research and producing results and recommendations.
  • Proven experience developing and evaluating product- or service-oriented marketing and communication materials.
  • Knowledge of survey and data analysis tools and techniques; marketing, communication and volunteer management strategies and tactics; and membership lifecycle theory and tactics.
  • Strong Microsoft Office skills, and proficient with customer relationship database systems.
  • Excellent customer service skills – listens to customer needs and responds in an appropriate manner.
  • Excellent time management and priority setting skills – able to plan and manage workload so that deadlines are met.
  • Strong project management skills –able to plan, execute and monitor progress, develop and monitor budgets, and deliver projects on schedule and within budget.
  • Exceptional people management skills – able to inspire and motivate volunteers, set clear goals, articulate expectations, and hold people accountable for results.
  • Strong facilitation and interpersonal skills – listens and understands; shares ideas or concerns with others clearly and effectively; builds buy-in and consensus.
  • Excellent research skills – leaves no stone unturned to find needed information; assesses accuracy and relevance of data.
  • Exceptional analytical abilities – able to pull together disparate facts and uncover the meaning behind the numbers.
  • Excellent attention to detail – driven to always get it “right” and takes pride in providing accuracy in all work.

About Us
The BC Water & Waste Association (BCWWA) is a not-for-profit organization that represents over 4,000 water professionals who are responsible for ensuring safe, sustainable and secure water, sewer and stormwater systems in BC and the Yukon. Our members work every day to keep our water systems clean and safe – from source to tap to drain and back to the environment. They include water and wastewater facility operators, utility managers, engineers, technicians and technologists, consultants, government policy and regulatory staff, backflow assembly testers and cross connection control specialists, researchers, and suppliers. The Association delivers professional development, education, certification, and advocacy programs and services to ensure that our water systems continue to protect public health and the environment.

We have a bright, positive and engaged (but small) team. We value “getting the job done” but want to have some fun while we’re at it! Our office is currently located in downtown Vancouver, close to the Burrard Street skytrain station and lots of great coffee shops and eateries, but we are relocating this summer to a different office space in downtown Vancouver or Burnaby.

Terms and Compensation
The position is part-time (24 hours/3 days per week), beginning in June and ending December 20, 2019, with the possibility of extension or transition to a permanent position. The pay scale for the position is $38,000 - $41,500 per year.
The position includes generous paid vacation leave, flex time, and sick leave, but does not provide extended or other health benefits. Minimal travel will be required within BC.

Interested in Applying?
Please send your resume and a cover letter explaining how your experience matches the role to This email address is being protected from spambots. You need JavaScript enabled to view it. .

 

 



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