The Engagement Specialist will provide excellent customer service both internally with staff and externally with ACA members, potential members, and related parties. The Engagement Specialist will ensure membership inquiries are addressed courteously and effectively and information and research is completed in an accurate and timely manner. This position will work in a call center environment and is responsible for many day-to-day administrative tasks including, but not limited to member and potential membership research and data quality and distribution of outreach materials.
In addition to the below list of responsibilities, the Engagement Specialist will carry out assigned tasks that are consistent with the general responsibilities of this position.
Act as front line voice of the association utilizing a professional and positive demeanor.
Utilize upselling and cross-selling techniques to increase the transaction value of each interaction while promoting the Association products, benefits and services.
Conduct courtesy outbound calls to new members.
Conduct outbound telemarketing calls to lapsed members in an effort to reinstate membership.
Process all membership applications: new members, renewals/reinstatements and changes received via telephone, web chat and fax in a complete, accurate and timely manner.
Process all registrations including, but not limited to: conference, webinars, podcasts, and other educational offerings received via telephone, web chat and fax in a complete, accurate and timely manner.
Process all orders to include, but not limited to: publications and certificates, received via telephone, web chat and fax in a complete, accurate and timely manner.
Resolve any members’ concern and/or complaint with products and/or services to ensure continued member loyalty or to gain a new member renewal or reinstatement.
Respond promptly, courteously, and professionally to each telephone, email, web interaction and chat; handling member/prospect inquiries, complaints, product and service information, campaigns, activities, programs and returns.
Display thorough knowledge of and effectively communicates association’s new products, benefits and service opportunities to current and potential members.
Demonstrate high member satisfaction levels and results, and actively works to improve the overall member experience.
Assist accounting with reconciliations and other accounting and finance processes as needed.
Ability to travel to association meetings as requested.
1-2 years of customer service experience.
Ability to provide exceptional customer service to people from a variety of backgrounds.
Strong computer skills, including proficiency in Microsoft Office and other programs, as well as the ability to learn and adapt to new programs.
Strong written communications skills and an ability to communicate via a variety of mediums (email, chat, etc.)
Exceptional organizational skills
Ability to perform well under pressure, prioritize, and consistently meet deadlines
Ability to take initiative and work well with a high degree of autonomy
Attention to detail with a high degree of accuracy
Demonstrated skills at juggling competing demands and prioritizing assignments.
Strong problem solving skills
Experience with membership databases (iMIS) desired
The American Counseling Association (ACA) is a not-for-profit, professional and educational organization dedicated to the growth and advancement of the counseling profession. Founded in 1952, ACA is the world's largest association exclusively representing professional counselors in various practice settings. The ACA mission is to enhance the quality of life in society by promoting the development ...of professional counselors, advancing the counseling profession, and using the profession and practice of counseling to promote respect for human dignity and diversity.