Job Description

Job Title : Membership Manager

Department : Membership

Reports to : Chief Operating Officer

Hours : Monday-Friday, 8am-5pm, some flexibility required

Number of Direct Reports : 7

Salary Range : $67k-72k

Job Classification/Status : Exempt

Location : On-site at SDAR Corporate Office

Type : Full-time Permanent

POSITION SUMMARY

To oversee the day-to-day operations of SDAR’s Membership Department and staff members. This position manages all aspects of membership for the association including recruitment of new members, retention of existing members and supervision of assigned staff. Plans and implements new procedures and methods to achieve strategic goals.

RESPONSIBLITIES:

· Implements membership strategies that support recruitment of new members and the retention of existing members.

· Creates a member-focused culture and models relationship-building skills in all interactions.

· Supervises the scheduling and coordination of Member Care Outreach Associates.

· Oversees the training of new and existing Member Care Outreach Associates employees on current and new processes.

· Oversees the annual dues renewal billing processes in collaboration with other departments including maintaining accuracy of the dues billing timeline.

· Ensures the accurate transmission of Member dues, fees, and reports to the California Association of REALTORS® and National Association of REALTORS®.

· Oversees the timely and accurate new member application and sign-up processes performed by the Member Services team.

· Oversees all processes and communications regarding Limited Function Referral Office (LFRO) and Unreported Licensees (UL).

· Analyzes and evaluates current Membership Department processes, opportunities, and needs and develops plans accordingly.

· Ensures maintenance of standard operating procedures with COO that contains step-by-step training materials on all Membership processes.

· Ensures the accuracy of SDAR’s member database and serves as a resource for questions.

· Answers member questions in person, by phone, and via email.

· Supports the Membership Committee in the development and implementation of the overall strategic plan to accomplish association goals.

· Creates and establishes quotas and goals for Membership team.

· Creates and fosters a member-focused culture and models relationship-building skills in all interactions.

· Monitors call wait time to ensure wait time service standards are met.

· Handles various calls from members that are escalated from member services staff daily.

· Ensures that all voice mails are attended to and calls returned in a timely manner before close of business each day.

· Maintains and emails call reports as requested and weekly to Operations.

· Responsible for monitoring calls of membership staff to ensure the highest level of customer service is being met.

· Participates and coaches staff in the sales of new or additional products and services.

· Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.

· Maintains membership files.

· Maintains the BCT score to be in compliance with the California Association of REALTORS®.

· Additional duties as assigned based on business needs of the association.

SUPERVISORY RESPONSIBILITIES

Yes. 7 Member Care Outreach Associates report to this position.

QUALIFICATIONS

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· Bachelor’s degree in Business Administration or a related field required.

· A minimum of 3 years of experience serving in a REALTOR® Association position is strongly preferred.

· A minimum of 2 years of supervisory experience is required, with a demonstrated track record of strong leadership.

· Knowledge with Rapattoni, RAMCO, or IMIS platforms highly advantageous.

· Strong knowledge of Microsoft Office (Word, Excel, Outlook) is also required.

· Strong organization, follow-up, and time management skills are required.

· Must be able to stay on task, meet deadlines, and tolerate interruptions.

· Must have a superior customer service mentality, a positive attitude, and the ability to resolve conflicts when needed.

· Proven ability to establish and maintain strong working relationships with current customers while staying focused on prospecting and sales activity required to grow new business.

· Strong interpersonal skills during both oral and written communications, including email, with a high degree of respect, tact, diplomacy, and professionalism.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· Prolonged periods sitting at a desk and working on a computer.

· Frequent use of hands and fingers to handle, feel, or operate office equipment, including keyboard, mouse, and telephone.

· Occasionally required to reach with hands and arms.

· Occasionally required to stand, walk, and lift up to 10 pounds.

· Visual acuity to read and prepare documents, emails, and perform data entry.

WORK ENVIRONMENT

We are an EOE dedicated to a diverse workforce and a Drug-Free work environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

APPLICATION INSTRUCTIONS

To apply for this position, please submit the following materials via email:

• Your resume
• A list of three professional references , including name, title, relationship, and contact information

Email your application materials to: aruna@sdar.com

Please include the job title in the subject line of your email. Applications will be reviewed on a rolling basis until the position is filled. Early submission is encouraged.

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