Context: Supervises the Member Care functions and customer service fulfillment needs of the Sierra Club as it relates to providing member and donor data record services, telephone coverage and written correspondence to general inquiries. Plans, organizes and supervises the workflow, productivity and scheduling of staff. Identifies and initiates improvements in processes as it relates to Member Care.
Scope: The Member Care Manager is responsible for staff that respond to members, donors and the general public who have questions regarding Sierra Club benefits, programs and/or data records. Oversees telephone, mail and email responses, working collaboratively with all departments to respond to inquiries, research issues, update database records and resolve escalated problems as necessary. The Member Care Manager will also work with the Member Care team to provide customer service support for digital properties, including Adopt a Wild Animal (direct donation program), online store, Facebook, and Addup (Sierra Club’s online advocacy hub). As Sierra Club attracts a growing Latinx constituency, works with Membership Development to develop a strategy for Spanish language competency.
- Supervises staff on the delivery of customer service to members, donors and the general public, including call monitoring and call coaching. Establishes and oversees the delivery of such service and works to develop and implement standards for responding to telephone, email and regular mail inquiries, in consultation with the Director, Member Care.
- Assigns work, establishes priorities and provides general and technical guidance to team members. Prepares and conducts performance evaluations, makes hiring and termination recommendations and ensures the development and training of Member Care staff.
- Identifies and evaluates unusual trends or possible problems occurring in the communications with the membership. Leads Voice of Member team meetings to facilitate Member Care report back to Director, Member Care on positive and negative trends from Sierra Club members and Champions.
- Develop new membership care capabilities and processes for Sierra Club’s digital properties, including but not limited to, support of Sierra Club’s e-commerce (online store, Adopt A Wild Animal), social media (focus on Facebook) and Addup.
- Coordinates the gathering and preparation of weekly, monthly, quarterly and yearly tracking reports relevant to call, mail, email and member service volumes and contact trends. Evaluates where individuals and overall team need to improve efficiency and engages individuals/team to make changes and improvements where necessary.
- Researches and responds to inquiries from members, staff or volunteer leaders concerning membership, donor records, updates or problems; corrects and cancels membership and donor records, including preparation and approval of refund requests; identifies appropriate offices or individuals within the organization to respond to requests which fall outside the scope of Member Care.
- Undertakes special projects as requested by the Director, Member Care and prepares special projects and reports, using various applications.
- Works to demonstrate and cultivate a strong member service ethic among staff in Member Care. Including developing staff training materials and oversight of our call mentoring program.
- Coordinates and integrates the information on individual donor and member records to assure that all Club systems have current information and that specific program applications are applied to the individual records.
- Coordinates the Member Care intranet sites, including working with program managers on revising current site information and adding new forms/information to meet department objectives.
- Performs miscellaneous duties as required.
- 2+ years of supervisory experience in a customer service setting. Demonstrated ability to set priorities, hire, manage and motivate a team, establish and achieve individual and team goals for quality, timeliness, and volume of transactions handled, as well as resolve routine business and customer satisfaction problems.
- 3+ years of office experience including recordkeeping, data entry, with word-processing and/or spreadsheet applications.
- Demonstrated strong written and oral communication skills.
- Demonstrated ability to work as part of a collaborative team to identify and solve problems.
- General knowledge of applications necessary to work within an Internet/intranet environment.
- General knowledge of applications in database manipulation and retrieval and analysis.
- Demonstrated ability to manage large volumes of diverse and detailed information.