Member & Customer Services Specialist

The Geological Society of America seeks to hire a Member & Customer Services Specialist.

The Geological Society of America is seeking a Member & Customer Services Specialist to join our Team!

About Us
The Geological Society of America (GSA) (https://www.geosociety.org) unites a diverse community of geoscientists in a common purpose to study the mysteries of our planet (and beyond) and share scientific findings. Members and friends around the world, from academia, government, and industry, participate in GSA meetings, publications, and programs at all career levels, to foster professional excellence. GSA values and supports inclusion through cooperative research, public dialogue on earth issues, science education, and the application of geoscience in the service of humankind. 

GSA is an Equal Opportunity Employer and GSA is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business organization and are valued for their skills, experience, and unique perspectives. This commitment is embodied in our organizational policies, and the way we do business at GSA, and is an important principle of sound business management. Please see GSA’s Commitment to Diversity.

The Job
As the Member & Customer Services Specialist, you are responsible for providing service and support to individuals contacting GSA for a variety of reasons and through a variety of contact methods.  Major responsibilities include Member support including processing new member/member renewal dues and subscription sales; processing meeting information requests and registrations; providing support to GSA governance; processing publication sales and new contracts for standing order accounts; maintaining inventory control for scientific publications; providing customer support for GSA; and reaching out to members via our community website.

Key Essential functions include but not limited to:

Customer Service

Internally and Externally support all areas of GSA and GSA Foundation (via phone, fax, mail, and e-mail).

• Responding to members and assisting with their concerns, issues, and inquiries in a timely manner to ensure a positive member experience.
• Update and maintain the association management database, maintain membership records, and continuously update to ensure data quality.
• Serve as the key GSA contact for members seeking assistance with program/event registration, event information and other event-related inquiries.
• Post membership updates and maintain analytics on our member community website.
• Accepting packages; answering the main GSA phone lines; opening mail; and logging and endorsing payments.

Membership

• Handle customer contact regarding GSA membership and renewal. Must be able to clearly communicate all general Society information, including Membership benefits and categories, student programs, awards, internships, education program information, and teacher resources.
• Process new member applications, reinstatement, and annual membership and subscription renewal payments and refunds for GSA.
• Maintain the primary GSA e-mail address accounts and phone numbers.
• Support and troubleshoot GSA membership web applications.
• Provide quality control of all membership data.

Meeting Registration

• Process meeting information requests, registrations, refunds, and notification of changes for GSA meetings.

• Provide support, testing, and troubleshooting for GSA meeting web applications.
• Assist customers with credentials and log in instructions to access meeting program and event registration.  

Publications

• Handle all general inquiries.
• Process publication sales orders and payments. Provide support and troubleshooting for members and institutional customers for the online journal/books website, including claims, account verification, and set-up confirmation.
• Input all no-charge invoices for in-house distribution of products, author, and miscellaneous invoicing.
• Research and follow-up requests for GSA publications that may be out-of-print. Copy articles from GSA publications and scientific journals that are not available online.
• Research and process claims for missing, lost, or damaged publications or standing order shipments and subscriptions. Replace items where valid claims exist.
• Process refunds for canceled orders or returned items.
• Process standing orders and subscriptions (includes account setup, initial billing, ongoing support, troubleshooting, and fulfillment).
• Provide customer quotes for expedited shipping methods. Provide tracking assistance to customers for lost packages.

Accounts Receivable

• Process payment reports from vendor
• Processing payments (e.g., process payments for publications, advertising, meetings and miscellaneous invoices).
• Receive checks via Lockbox portal and apply payments in the association management database.
• Perform daily reconciliation of accounting transactions from the association management database, automated transactions from GSA websites, and transactions processed through the payment processor to ensure accurate financial balancing.

Additional Duties

• Help plan, prepare, and staff GSA Bookstore area at annual and section meetings and other trade shows as needed.
• Facilitate member engagement in GSA Member Community by fostering a positive atmosphere, moderating discussions, creating content, and analyzing community metrics.
• Analysis of data to derive insights, identify membership trends, and inform strategic decision-making processes.
• Help GSA groups with special projects as needed.
• Other duties as assigned

An ideal candidate will have a High School Diploma and five years of customer service experience.  You will be able to demonstrate basic office experience and a general understanding of accounting principles.    

The opportunity is a full-time, nonexempt position and is available for a Hybrid work environment.  GSA Headquarters is in Boulder, Colorado. The hourly range is $20 -$26.93 per hour for a 40-hour work week. GSA provides excellent benefits, including medical, dental, PTO, which include paid holidays, life insurance, 403(b) retirement, and opportunities for professional development. Additional recognized time off includes Juneteenth and Indigenous Peoples Day in 2024.

If you are interested in this position, please review the full job description and submit a cover letter, resume, and three professional references; please click here.

Interested candidates are strongly encouraged to apply immediately. Submissions will be reviewed immediately and ongoing until the position is filled. This posting may close at any time.

GSA is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. This commitment is embodied in Organization policy and the way we do business at GSA and is an important principle of sound business management. 

Equal Opportunity Employer: minority/female/disability/veteran.