Summary
Description
OVERVIEW
Access Fund is the nonprofit advocacy organization that leads and inspires the climbing community toward sustainable access and conservation of the climbing environment. Founded in 1991, Access Fund represents more than 8 million climbers across the country. We execute on that mission across six core program areas, including Climbing Policy and Advocacy, Stewardship and Conservation, Local Support and Mobilization, Land Acquisition and Protection, Risk Management and Land Owner Support, and Education.
The Member Services Coordinator will deliver an excellent experience for Access Fund’s membership base of over 10,000 climbers and stewards. The ideal candidate will be passionate about providing quality customer service, have the ability to identify bottlenecks in processes and collaborate on efficient solutions, and bring creative ideas to improve, expand, and level up the member experience at Access Fund. Our members are the lifeblood of Access Fund and crucial to our work protecting America’s climbing. The Member Services Coordinator will interact with these constituents daily and will directly influence Access Fund’s ability to raise funds, specifically through retention, annual renewals, and Access Fund’s online store.
The Member Services Coordinator will report to the Data Systems & Member Experience Manager. Candidates must be located within commuting distance of Louisville, Colorado, and able to work in the office, although hybrid work is possible.
KEY RESPONSIBILITIES
Member Services:
- Daily management of membership email inboxes and HQ mainline phone inquiries, providing excellent and timely customer support to all members and donors.
- Work with programs staff to provide quality responses to members’ questions about Access Fund’s work, including policy, stewardship, and other programs.
- Assist members with a range of questions, such as FAQs, product delivery, communications settings, and other queries.
- Listen to member feedback, summarize, and communicate it to programs and leadership teams.
- Track outcomes and metrics of inbox and phone inquiries to help optimize the member experience and identify bottlenecks or errors.
- Maintain member records in our CRM, Salesforce, including updating contact information, address changes, and processing gift or comp memberships.
- Bring new ideas on how to enhance the Access Fund member experience.
Philanthropy and Operations:
- Manage monthly direct mail renewal campaigns by generating Salesforce reports, sending lists to the mail house, and processing renewal forms that are returned by mail.
- Maintain in-kind gift management, including entering donations, tracking HQ inventory/fulfillment closet, managing allocations, and supporting in-kind donor relationships in conjunction with the Strategic Partnerships Manager.
- Assist philanthropy team by sending and tracking gift acknowledgments, tax letters, thank you notes, and other materials to donors, and maintaining workplace giving and corporate gift matching platforms.
- Perform data entry tasks, including supporting de-duplication efforts and maintaining accurate donor records in Salesforce.
- Work with the operations team for office and local needs.
- Manage HQ operations requests for staff events, special shipments, major donor gifts, stewardship team needs, Adopt-a-Crag events, and event boxes.
- Represent Access Fund at local events by tabling, engaging with the climbing community, and sharing information about our mission, programs, and membership opportunities.
Store Production and Fulfillment:
- Support the Marketing & Membership Director with store operations, including inventory reconciliations with vendors, uploading new products to the website, processing returns and refunds, and coordinating third-party drop ship orders. .
- Work with designers and production companies to create new store products for Access Fund’s online store.
- Oversee fulfillment of membership kits and store products by generating Salesforce reports, sending lists to vendors, and ensuring store products are stocked, replenished, and delivered on time.
- Collaborate with designers and print contractors to create new membership T-shirts and welcome kits.
- Maintain budget by validating and coding vendor invoices, as well as tracking expenses to budget.
Skills and Experience We’re Looking For
Your experience refers to paid and unpaid experience, including volunteer work, which helps build the competencies, knowledge, and skills that translate directly to our openings. Not meeting all the requirements but still feel like you’d be a great fit? Applying gives you the opportunity to be considered. Tell us how you can contribute to our team in a cover letter.
- 1-3 years of customer service experience.
- 1-3 years of experience working in Salesforce or another CRM or data management system.
- Project management experience.
- Proficiency in Microsoft and Google Suite applications.
- Highly organized, detail oriented, and analytical with the ability to multitask and prioritize tasks.
- Excellent interpersonal communication skills, both oral and written.
- Ability to work independently as well as with a team.
- A passion for climbing, advocacy, and conservation of the climbing environment.
- Clean driving record, valid driver’s license, and satisfactory completion of a background check.
Access Fund is an equal opportunity employer and provides employment opportunities without regard to race, color, religion, gender, sexual orientation, national origin, age, or disability. We seek to attract a skilled workforce that reflects the demographics of all current and future outdoor enthusiasts. At Access Fund, we pride ourselves on the health and happiness of our staff. Together, we are building an organization and an industry where great ideas, born from a wide range of life experiences, thrive.
Benefits
Compensation and Benefits
- Salary: $45,000 – $52,000/year DOE
- Full-Time, Exempt position
- Benefits
- Generous time off, including paid holidays, 3 weeks of vacation (accrual increases throughout staff’s tenure), sick time, and flex time for nights and weekends worked.
- Medical, dental, vision, and disability insurance, as well as 403(b) retirement participation with a 3% match after one year of employment.
- Flexible schedules are available to our employees.
- Access to industry pro deals.
- Climbing gym discounts, depending on location.
- Relocation reimbursement is not available.
How to Apply
To Apply: To view the job posting in its entirety, please go to accessfund.org/careers. Please send a resume and cover letter describing your professional and personal experience with “Member Services Coordinator” in the subject line to employment@accessfund.org no later than Wednesday, May 28th. Applications will be reviewed on a rolling basis, and the position may be filled at any time. No phone calls, please.
