Member Services Coordinator, PEAK Grantmaking

The Organization

PEAK Grantmaking is a vibrant, member-led community of more than 7,500 professionals who specialize in grants management for funding organizations. We elevate the expertise of grants management professionals and foster their collaboration to strengthen the practice of grantmaking. We enable philanthropy to achieve its full potential to fuel change for good. We are the only organization dedicated solely to advancing the “how” of grantmaking. PEAK improves how grants get made by building experts in grants management and equipping them with the most effective practices to implement in their grantmaking organizations. When grantmaking practices are at their “peak,” more resources are focused on mission over administration for both grantmakers and grantseekers, leading to greater impact for the causes and communities served.

Position Overview

The Member Services Coordinator delivers quality customer service to PEAK Grantmaking
members and supports the daily activities and operations of the Membership and Community
Engagement (MCE) Team. The Member Services Coordinator communicates directly with
members to ensure PEAK delivers a high-quality experience in line with its mission and growth
strategy and works diligently to resolve member issues. The Member Services Coordinator also
ensures all records in the membership database are up to date and provides vital administrative
support for reporting, events, and more.

The Member Services Coordinator reports to the Senior Membership Manager.

Duties, Responsibilities, and Authority Key duties and responsibilities:

Customer Service

  • Promptly and efficiently handle member and customer questions, concerns, and requests for information via phone and email
  • Build positive relationships with PEAK members
  • Coordinate with staff across the organization to resolve member issues promptly and positively Member Retention and Engagement
  • Qualify prospects, process new member applications, and welcome new individual members in a timely and accurate manner
  • Maintain an understanding of PEAK’s mission, programs, and offerings to communicate this information to existing and potential members
  • Post events (chapter meetings, workshops, convening, webinars, etc.) in the member database to run registration; provide updates on registration to staff and volunteers as needed
  • Generate monthly membership and financial reports
  • Generate monthly chapter and peer group rosters

Database Administration and Maintenance

  • Become an expert-level user of our membership database and member community software
  • Ensure data is up to date and accurate by updating records/profiles and membership information and confirming quarterly data on new memberships, billing, and status changes
  • Process sales and refund transactions for individual contributions, convening registrations, and other product orders
  • Identify inconsistent transactions and work with the Senior Membership Manager and/or the COO to resolve issues
  • Perform routine audits of the membership database and follow up on inconsistencies, missing member information, or updates to contact information
  • Manage email bounce-backs and canceled member records
  • Maintain and enhance the MCE Team’s standard operating procedures (SOPs); with the Senior Membership Manager, train and coordinate with staff across the organization to ensure SOP adoption and functionality
  • Working with the Senior Community Engagement Manager, annually and on an ongoing basis, input and maintain update-to-date volunteer lists in the member database
  • Input and maintain up-to-date chapter and peer group membership affiliations in the member database

Administrative support

  • Provide logistical and planning support for PEAK meetings
  • Incorporate equity and inclusion principles into work assignments and team efforts, and work to build personal knowledge and experience in these areas

Requirements and Qualifications

  • Minimum of 3 years’ proven experience and demonstrated success in a customer service oriented role at a membership association
  • Minimum of 3 years’ proven experience working regularly with an association management software/membership database
  • Intermediate proficiency using M365 applications (Outlook, Word, Excel, PowerPoint, SharePoint, and Teams)
  • Experience and proficiency in using collaborative software like Dropbox, Zoom, and Slack
  • Ability to work remotely and engage with a virtual team, as well as work collaboratively and independently on assigned responsibilities
  • Strong attention to detail, and a high level of customer service skills
  • Ability to be flexible, resourceful, innovate, and self-motivated
  • Commitment to PEAK’s goals and strategy, and the ability and willingness to adapt as those goals evolve Approach work assignments with an equity lens, and work to build personal knowledge and experience in this area
  • Ability to handle multiple tasks and proactively communicate about timeline changes as priorities shift, as well as coordinate with supervisor to manage assigned projects
  • Ability to travel is required; travel for this position could include attending the annual convening, staff retreats, board meetings, and member events

How To Apply

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