This position coordinates key renewal and retention operations for the Certificate Program with a specific focus on the new certificate bridge level. Provides backup support to the School District Owned Membership Program. Provides primary back up coverage to the Service Center including phone, fax and general email support. Coordinates SNA’s returned mail processes to help ensure the accuracy of member data.
Certificate Application and Renewal Processing:
Back up support for all certificate related telephone calls, especially bridge level related calls, answering question about members’ status. CEU’s, etc.
Files certificate applications and documents upon completion.
Coordinates the certificate renewal, audit, reinstatement and verification letter processes.
School District Owned Membership (SDM)
Provides backup support to School District Owned Membership program working with the Membership Manager and Membership Associate to answer inquiries, process applications and transfers as needed, help with mailings, reports and renewal formatting, etc.
Provides primary back up support in the Service Center for telephone and Front Desk coverage.
Stays current on all SNA programs, services and materials to ensure accurate and updated information is provided to callers in order to minimize the transfer of calls and emails to other staff.
Coordinates the monitoring and distribution of incoming faxes, emails, membership, and meeting registration orders coming into Service Center.
Coordinates the returned mail processes with relevant centers to ensure information in the database is as accurate as possible. Provides a monthly update report on the current status of returned mail highlighting any trends or issues.
EXPERIENCE AND KNOWLEDGE:
Three years or more of experience providing operational support to programs and services in a business environment, preferably in a nonprofit membership organization.
Work experience in a service-oriented or customer service environment required.
Demonstrated experience working with large databases accessing information to enter and retrieve data.
Demonstrated progressive responsibility for program administrative and operations functions such as word processing, Excel and PowerPoint, filing, phone work, correspondence, reports, data base use and assigned independent program support responsibilities.
Demonstrated skills in multi-tasking while managing a demanding workload to support daily and long-term assignments.
Demonstrated skills accessing, entering data and retrieving information from a data base information system.
Excellent verbal and interpersonal skills for telephone and other customer service interaction, both internally and externally.
Strong customer service skills with a proactive approach to providing telephone, email and in-person support to solve problems, refer others to information sources and provide reliable follow through to customers.
Good drafting, proofing and grammar skills for routine correspondence, writing emails and other communications.
Demonstrated success as a team member and ability to support other members of a team.
Strong problem-solving skills to review problems and resourcefully research and develop solutions.
Strong workload organization skills with ability to identify and handle changing priorities quickly, balance long- and short-term assignments, and meet deadlines.
Excellent skills in Microsoft Office applications, including Word, Excel, PowerPoint and others, for reports and presentations.
Demonstrated ability to be flexible and adapt to organizational change.
Vision: Be the authority and resource for school nutrition programs. Mission: SNA is the national organization of school nutrition professionals committed to advancing the quality of school meal programs through education and advocacy. Values: •Collaboration, Relationship Building and Teamwork •Caring Commitment and Service •Lifelong Wellness and Healthy Lifestyles •Passion for Lifelong Learning a...nd Professional Development •Integrity and Ethics Strategic Goals: I. Education & Professional DevelopmentSchool nutrition professionals will have the necessary knowledge, skills and expertise to administer, manage and deliver healthy school meal programs. II. Advocacy and Public Image Policy makers, school officials and parents will rely on SNA as the authority for designing and funding school meal programs. III. CommunitySchool nutrition programs nationwide will be strengthened through collaboration with members, state affiliates, industry and allied partners. IV. Infrastructure SNA will have a financially sustainable funding model with a nimble governance structure and headquarters staff organization that is aligned with the strategic plan and reflects contemporary association business practices