Member Services Coordinator - The HR Team

Questions of geography-where, and why there? -lie at the heart of humanity's greatest challenges, from sustainable development to human rights to climate change. The American Association of Geographers (AAG) is a nonprofit scientific and educational society with professional and student members from nearly 100 countries who are at the forefront of academic and applied geography globally. AAG members share interests in the theory, methods, and practice of geography, which they cultivate through the AAG's annual meeting, scholarly journals, and other events and communications, including affinity groups and more than 70 specialty groups. Now in its second century, the AAG is in the midst of a transformation to serve its members more effectively and advance geographical expertise and viewpoints in local, national, and global discussions of public policy, education, urban and transportation planning, environmental monitoring, sustainability, and other fields.

Location: The AAG is a non-profit membership association located in Washington, DC. Though our office is located in DC, we are open to considering work-from-home candidates that live anywhere in the US. If you live in commutable distance to our office in DC, then this is a hybrid position.

Position: AAG is seeking a Member Services Coordinator to serve as the first point of contact for AAG members, potential members, and the public. The AAG Member Services Coordinator is customer driven, solution oriented, and has a passion for customer and support service. The AAG Member Services Coordinator is responsible for the day-to-day support of membership, identifying innovative approaches to enhance organizational effectiveness and managing aspects of membership and program implementation. This position will work closely with and under the direction of the Director of Strategic Planning and Programming.

Essential Job Duties

• Drive superior member experience and enhance engagement, thereby increasing membership satisfaction and retention.
• Handle all questions, information requests, and complaints regarding membership.
• Assist with questions, information requests, and complaints for other AAG areas, such as events and communities.
• Perform general membership, administrative, financial and event processes through the member database - invoicing, collecting payments, updating records, registration support, submission support etc.
• Prepare monthly reports to support the maintenance of membership.
• Develop and execute backend processes for membership management.
• Achieve productivity standards and goals while maintaining the highest level of customer service.
• Curate a positive experience for members when engaging with the association.
• Coordinate the day-to-day operations of the member experience, proactively identifying and presenting solutions to common and/or unique member challenges.
• Design and implement the member experience during organizational events, such as the yearly AAG Annual Meeting.
• Assist in coordinating backend processes for event set-up and management.
• Assist users in various areas to include registration and submissions.
• Manage membership activities to ensure they are carried out as planned and make necessary adjustments to address challenges.
• Opportunity for growth through working with Director of Strategic Planning and Programming to design and refine AAG programming objectives, strategies, and timelines.

Required Knowledge and Skills

• Minimum 2 to 4 years of business / professional and customer service experience required.
• Association or non-profit experience a plus.
• Strong attention to detail and organization skills.
• Excellent written and verbal communication and follow-through skills.
• Solution mindset, that is adaptable to online and in person formats.
• Member focused.
• Familiarity with D365 association management systems (AMS) a plus.
• Upholds inclusive excellence.
• Ability to work under pressure with grace.

Travel: This position would be expected to travel at least one week a year to support the AAG Annual Meeting each spring. If the successful candidate is not located in the Washington, DC metro area, then occasional travel to AAG's DC-based office will also be expected.

Salary Range: We anticipate the starting salary range for this position to be $65,000-$75,000 annually.

Benefits: The AAG provides a generous and comprehensive employee benefits package, including group health, dental and vision plans, life/AD&D and long-term disability insurance, matching 403(b), flex plans for medical and dependent expenses, commuter Smart Benefits, and paid sick and annual leave.

To Apply: Please submit your cover letter and resume for consideration.

AAG encourages applications from traditionally underrepresented groups such as women, minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities. Applicants from private or public sector and nonprofit organizations are welcome. AAG is an Equal Opportunity Employer.