Senior Coordinator, Member Services

We're protecting and enhancing America's National Park System for present and future generations.

National Parks Conversation Association (NPCA), the nation’s oldest and largest national parks nonprofit advocate, has an exciting opportunity for a Senior Coordinator, Member Services to join our Membership department. This position will report to the Senior Manager, Member Services.

With more than 1.6 million members and supporters beside us, we are the voice of America’s national parks, working to protect and preserve our nation’s most iconic and inspirational places for present and future generations. Our commitment to the values of justice, equity, diversity and inclusion lie at the heart of who we are, what we do, and how we do our work. When you join NPCA, you will become part of a highly supportive community that believes in respect through understanding and is guided by our core values: Commitment, Inclusion, Integrity and Respect.

POSITION OVERVIEW

The Senior Coordinator, Member Services will provide exemplary customer service to the members of NPCA and the general public through timely, professional and accurate responses to inquiries and requests.  Act as the Membership Department liaison to several regional offices as assigned.

Location: Remote

Salary: $55k – 60k based upon experience and location; (Grade L)

Work Status: Full-time; Mon – Thu, 8 hours per day (flexible on start time, typically 8:00 am)

Benefits: We offer a comprehensive and competitive benefits package for this role including a four-day, 32-hour work week, paid vacation leave, paid sick leave, paid holidays, health insurance, flexible spending account, dental insurance, life insurance, vision insurance, retirement benefits, short- and long-term disability, and paid sabbaticals for staff after seven years of service. Learn more about our benefits at npca.org/jobs. 

What You’ll Do:

• Respond to member inquiries and requests in a timely and efficient manner via phone, letter and e-mail.  Assist in processing all incoming customer service mail, e-mail and phone calls. Review non-standard or difficult inquiries with manager, research responses when necessary or route to appropriate staff for response. Become informed about NPCA issues and our positions on them. (35%)
• Act as information liaison between Membership and select Regional Offices. Fulfill regional office requests for information, share communications from members inquiring about issues specific to the regions you are covering.  (10%)
• Enter information in the ROI database for requests that include, but are not limited to: Cancellations, no solicitations, no exchange of information, duplicate payments and other membership related items. Code records for receipt of park information kits and coordinate reshipment of missing premiums from our warehouse service center.  Assist with ongoing database maintenance and clean up. Coordinate information and changes with Operations. (35%)
• Help process donations from members who call or email us and facilitate refund requests when appropriate. Assist in year-end fundraising goals which is usually December 31st of each year (if NPCA is closed, comp-time will be earned). (20%)
• Other Functions: Respect employees regardless of their position or background. Participate in developing department goals, objectives, and systems. Participate in administrative staff meetings, organization-wide meetings, staff committee meetings, training programs, and attend other meetings and seminars as designated by the supervisor or VP of Membership.

Who You Are (Minimum Qualifications):

• 2-4 years of relevant experience
• Strong written and verbal communication skills
• Proficiency with Word for Windows; some knowledge of Microsoft Excel preferred
• Strong “people skills”; the ability to maintain a pleasant demeanor at all times when in contact with members
• Experience in member services or customer services is preferred

Physical Effort and Dexterity:  While performing the duties of this job, the employee is typically required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee may lift and/or move up to 25 pounds. Specific vision abilities required by the job may include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NPCA is committed to diversity among its employees and hiring practices.  All qualified applicants are encouraged to apply.

Physical Environment: Option for remote work, but typical office cube when in an in-person office setting.

Employer’s Rights:  NPCA reserves the right to revise this position description at any time.  The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the NPCA and employee and is subject to change by the NPCA as the needs of the NPCA and requirements of the job change. The above is in no way an exhaustive list of the requirements for the position.

HOW TO APPLY

Submit a resume and cover letter outlining qualifications and interest in the position. Applications are reviewed on a rolling basis. We will contact you with next steps if you are selected for an interview.

Please be aware that NPCA requires all employees who are required to work onsite, whether regularly or sporadically to be vaccinated for COVID-19. This position will require the successful candidate to show proof of vaccination. NPCA is an equal opportunity employer and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law. *This does not apply to applicants residing in Montana, Tennessee, and Florida.