Member Engagement Representative

Position Summary

The goal of the Member Engagement Department is to provide programs, support, and tools that assist in deepening a member company's engagement with the Association and its associated products and services. This includes but is not limited to instructional materials and videos, connection opportunities with other members and partners, and service opportunities. This position is hybrid and will require travel to our headquarters in Indianapolis, IN.

The Member Engagement Representative is responsible for interacting with members and providing excellent member support to our members. The Representative must be a web-savvy, self-starter who can work well under pressure and balance competing priorities in a fun, results-oriented work environment. The Representative is accountable for delivering measurable results.

Essential Job Functions for this Position

• Member Engagement Representative will partner with the Membership Development team (sales) with the onboarding of new members, maintain the level of engagement with members' departments, and provide members with customized education plans based on their needs.

• The Member Engagement Representative will work with Members to resolve issues and provide technical troubleshooting assistance alongside Sales Engineering.

• Member Engagement Representative will respond to inbound calls and emails from current members efficiently to ensure members' needs are being met.

• Member Engagement Representative will be required to conduct cross-promotional sales for subsidiaries and various partners of DirectEmployers.

• The Member Engagement Representative will be working closely with various departments throughout the company.

• The Member Engagement Representative will also assist Product Development in weekly stakeholder meetings. It may also include providing input on feedback from members on current features within products and knowing what is being released to members.

• Willingness to innovate and collaborate with the department and outside the department.

• Member Engagement Representatives will navigate multiple computer applications with speed and accuracy to deliver excellent, prompt member support.

• The Member Engagement Representative is responsible for updating internal systems with correct data to ensure accuracy and member satisfaction.

• An extensive amount of time will be spent on the following platforms and applications: Microsoft Office, JIRA, Salesforce, BUILD Tool, DE.works, and DE Connect.

• Member Engagement Representatives are required to use a CRM to update members' data and education plans so that various departments know all activities for the membership duration.

• Excellent written and verbal communication skills

Other Significant Job Functions

• Attend company meetings

• Comply with company policies and procedures and all applicable laws and regulations

• Member Engagement Representatives are accountable for any additional projects assigned

• Member Engagement Representatives must have reliable attendance

Required Education / Experience

• High School Diploma required

• Some college or equivalent professional experience

Required Skills

Technical Skills

• Internet savvy

• Proficient use of Microsoft Suite Products (MS Office)

Language Skills

• Ability to read, write, speak, hear, and listen in English

• Ability to analyze and interpret various levels of business communications

• Ability to effectively present information and respond to Member Engagement Manager, and departmental staff

Mathematical Skills

• Above average knowledge of mathematics and ability to interpret data

Reasoning Ability

• Ability to listen, identify issues and provide resolutions/recommendations

• Must have strong business etiquette within all communications in relation to business

Preferred Required Skills

• Familiarity with CRM systems and practices