Job Description

JOB PURPOSE

The Member Relations Specialist (MRS) exemplifies our mission and principles of providing fabled customer service to our members and the public. Within the scope of Marketing and Member Services, the MRS contributes to the success of meeting CDA’s membership goals by fostering and nurturing relationships among association stakeholders, corporate partners, and colleagues. The ideal candidate understands that service is first and foremost a mindset, an attitude, and a commitment. Additionally, the ideal Member Relations Specialist exercises professionalism, discretion, sound independent judgment and honors a high level of accountability.

Essential competencies:

• Relationship Skills (Service): Focuses on meeting needs and exceeding expectations for those served inside and outside the organization.
• Critical Thinking Skills (Problem Solving): Applies analysis, creativity, resilience and logic to reach optimal outcomes; develops and implements solutions.
• Communication Skills (Approachability): Is consistently approachable, open to feedback, direct and truthful; builds trust and authentic professional relationships.

ESSENTIAL FUNCTIONS – MUST BE ABLE TO PERFORM WITH OR WITHOUT A REASONABLE ACCOMMODATION

• Serve as primary liaison for association members via phone, email correspondence, online or other methods.

• Learn, demonstrate, and apply a strong understanding of association knowledge to analyze and solve problems, inform and educate members and nonmembers on association products and services, and build loyalty by communicating the full value of membership.

• Respond to inquiries by asking follow up questions, conducting research, and providing accurate answers and additional resources.

• Resolve problems by clarifying issues; exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.

• Fulfill requests by clarifying desired information and completing transactions or forwarding requests as needed.

• Provide professional and courteous counseling in responding to telephone and email inquiries regarding all areas of the association including management of member information, member billing and requests for resources; investigate and resolve customer problems and disputes in a timely and efficient manner.

• Conducts outreach to assist in member recruitment and retention by communicating the benefits of membership to current, lapsed, former and new members.

• Serve as the liaison between CDA, its 32 local components and American Dental Association (national) to ensure timely processing of all membership related activities on members’ behalf.

• Provide general information regarding the California Dental Association and its subsidiaries (The Dentists Insurance Company and the CDA Foundation), listening to member questions to direct members to appropriate resources and/or departments as needed.

• Process payments for membership and work closely with finance to resolve any payment discrepancies.

• Assist members with accessing and leveraging core member benefits such as educational conferences (CDA Presents) and learning offerings, oral health clinics (CDA Cares) or other meetings onsite; includes support for registration, course sign up, etc.

• Maintain expert level knowledge of core membership elements (dues structure, discount opportunities, etc) and processes.

• Adhere to standardized processes for core member administration functions, inclusive of processing requests, communicating with/notifying necessary stakeholders, documenting member touchpoints and accurately filing necessary documentation.

• Ensure the integrity of data entered into membership records database, including applications, elections, transfers, status changes, address changes and renewals.

NON-ESSENTIAL FUNCTIONS

• Performs other duties as assigned.

REQUIRED EDUCATION, LICENSES & EXPERIENCE

• High school diploma or GED.
• Minimum of 2 years outstanding customer service skills.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with members over the phone.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Excellent interpersonal, written, and oral communication skills.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
• Ability to work independently and as part of a team by actively encouraging, supporting, and motivating fellow team members.
• Ability to learn and navigate new software quickly, experience utilizing an Association Management System and/or Customer Relationship Management System a major plus.
• Proficiency with Microsoft Office Suite.

PREFERRED EDUCATION, LICENSES & EXPERIENCE

• Call center experience.
• AA or BS.
• Dental front office or dental benefits experience.

WORKING CONDITIONS

• Constantly sitting, working on a computer, and answering phones.

WE ARE CDA

Over our 150-year history, the California Dental Association (CDA) has become a leader in oral health throughout California and the country. Today, we continue to support our community of over 27,000 dentists through our family of companies, which include The Dentists Insurance Company (TDIC), TDIC Insurance Solutions, Rotunda Partners and the CDA Foundation. At CDA, we value individual talents, encouraging a diverse, collaborative, and innovative work environment fueled by new ideas. As our organization continues to grow, we invite you to be a part of what’s next.

CDA is an equal opportunity employer and is committed to the principle of equal employment opportunity for all employees and providing a safe work environment. CDA does not tolerate discrimination or harassment and all employment decisions are based on job requirements and individual qualifications, without regard to race, color, religion, national origin, age, gender, gender identity or expression, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran or military status. If you have a disability or special need that requires accommodation, please contact us at humanresources@cda.org.

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