Rock & Roll Hall of Fame and Museum seeks a Membership Services Coordinator.

Rock Hall Culture and DEA&I Statement: At the Rock & Roll Hall of Fame, we are dedicated to making a difference. We intentionally foster a diverse & equitable museum that encourages & embraces creativity & innovation.  As a community leader, we value, empower, & respect all people. We provide all team members equal access to information, development, & opportunity. We acknowledge historical inequities & purposefully create an environment where each person feels accepted, appreciated, & safe to utilize their unique experiences & perspectives. Diversity, Equity, Accessibility, & Inclusion is more than just a policy. It supports our mission and defines our future.

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role. 

Summary: The Rock & Roll Hall of Fame is currently considering applicants for the position of Membership Services Coordinator. Reporting to the Membership Manager, the Membership Services Coordinator serves as the liaison between the Rock & Roll Hall of Fame and our members. This role is integral to the success of the Rock Hall’s Membership program and is responsible for day-to-day departmental operations, provides excellent customer support and service, and coordinates unique and exciting member benefits.

Objectives:

• Foster a strong relationship between the Rock & Roll Hall of Fame and our members.

• Exceed member expectations and boosts their overall satisfaction by providing quality customer service and delivering a memorable experience.

• Carry out all aspects of the daily operations for a successful membership program in an efficient, accurate, and organized manner.

• Contribute to the broader organizational goals and provide additional support for division-led initiatives to expand our member and donor base, increase contributed revenue, and strengthen engagement with our community of supporters.

Primary Responsibilities:

• Represent the Rock Hall as our primary contact for all internal/external membership needs and service requests.

• Field all incoming calls, emails, and member communications, and respond to all messages and inquiries in a timely and friendly manner.

• Proactively and effectively resolve issues by actively listening and identifying member needs.

• Maintain accurate and up-to-date member information and input data into our ticketing and CRM systems (Ticketure and Salesforce), and perform ongoing data clean up.

• Process and enter all membership records and financial transactions daily.

• Document any contact with members in Salesforce including member feedback and complaints and maintain an organized system to track required follow up and the status of membership service requests.

• Oversee the membership fulfillment program, process daily fulfillment batches, and work closely with the Merchandising team to manage inventory and ensure that membership welcome kits are fulfilled and shipped on a timely basis.

• Coordinate the membership renewal program, direct mail acquisitions, and various promotions in collaboration with the Membership Manager and external vendors.

• Maintain a broad understanding and familiarity of museum operations and activities, and stays up to date on Rock Hall events, programming and exhibits to accurately answer questions and provide recommendations to members.

Additional Responsibilities:

• Attend cross-departmental meetings to regularly share relevant membership information and provide ongoing training for staff who also engage with members.

• Coordinate and schedule museum tours for members and donors as needed.

• Provide support for member presales and other ticketing related member benefits.

• Assist the Membership Manager with producing weekly newsletters and other engagement communications.

• Participate in planning and execution of department-initiated engagement events and programs such as Member Appreciation Day, special concerts and events, and exhibition openings.

• Assist the Development Division with special handling of Rock Hall members and donors for special events and concerts.

Hours & Attendance: Full-time in office, Monday – Friday, 9:00 am – 5:00 pm (member events may require occasional nights or weekends), 40 hours per week.

Job Requirements & Qualifications:

• Bachelor’s degree (B.A.), or a minimum of two (2) to three (3) years’ customer service experience (preferably in a cultural arts or nonprofit environment), or an equivalent combination of education and experience.

• Familiarity with membership and fundraising helpful. 

• Personable, outgoing approach, and enjoys interacting with Members and the public.

• Exceptional interpersonal and communication skills.

• Strong phone contact handling skills and active listening.

• Proven conflict resolution skills and the ability to always maintain professionalism.

• Willingness to learn, take initiative, and manage multiple tasks or projects at a time.

• Ability to work efficiently while maintaining a high degree of accuracy.

• Detail oriented with excellent follow through.

• Understands implicitly how to work with different people, approaches others in a positive manner, and builds solid long-term relationships inside and outside the organization.

• High proficiency in Microsoft Office (primarily Word and Excel).

• Experience working in ticketing and CRM systems highly preferred.

• Experience with Salesforce software is a plus.

• Passion for the history of rock & roll and related music genres is a must. 

Emotional Intelligence:

• Ability to work independently without close oversight, and as a team player who will engage productively with others at varying levels of seniority within and outside the organization.

• A professional and resourceful style; willingness to take initiative, manage multiple tasks and projects at a time; and willingness to learn.

• Thinks of the big-picture and considers the impact of decisions across the institution.

• Understands implicitly how to work with different people and various working styles across the organization.

• Sets a strong example for others by initiating collaboration and working consistently in a respectful manner.

• Encourages teamwork and anticipates and removes obstacles to effective teamwork; seeks to resolve conflicts as they arise.

• Approaches others in a positive manner and builds solid long-term relationships with key stakeholders inside and outside the organization.

Employer's Rights: This job description does not list all the duties of the position.  You may be asked by supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Benefits and Compensation: The salary range for this position is $40,000 - $47,000, commensurate with experience and certifications.

The Rock Hall offers a generous benefits package including 4 plan options for health insurance with all other benefits being company paid including dental, vision, and life insurance. Other benefits include 403b, 10 vacation days, 12 sick days, 3 personal days, 14 paid holidays, 4 paid volunteer days, and company paid parking.

Salary range: $40,000 - $47,000

Job classification: Full-time

To apply: Please apply at: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=80a47eb5-22ff-4341-8868-724e4ba37887&ccId=19000101_000001&jobId=473061&source=CC2&lang=en_US.

Posted: August 31, 2023