Membership and Customer Service Program Assistant

Tualatin, OR

Job Title: Membership and Customer Service Program Asst.
Department: Member Services
Supervisor’s Title: Member Services Manager
Average Hours Per Week: 40
Exempt Status: Non Exempt

Job Summary
The Membership and Customer Service Program Assistant position functions in two broad areas: responding to inbound member communications by phone, in-person, or digitally; and maintaining data in the ONA membership management system.

Primary Responsibilities

Communication/Member Contact

  • Answer phone calls and emails sent to ONA regarding membership status, events, campaigns, Friday news topics, etc. with the objective of answering most questions without referral to other ONA departments. Complex questions will be referred to responsible department.
  • Participates in outbound calling related to surveys, campaigns, etc.
  • Participate in new contact approaches as devised at ONA: e.g. click to chat, etc.
  • Refer calls related to credit card or EFT billing information updates to Finance department.
  • Fulfill merchandise orders from NPO online store.

Membership Applications

  • Input membership applications, initiating payroll deduction and requesting further information on members as needed from facilities. Refer credit card and EFT setup for new members to ONA Finance department.
  • Create, fax, scan and file facility dues notification letters into document management system.
  • Set up direct pay members.
  • Print new membership cards monthly and mail.
  • Check for new member referral info on NPO membership application forms and send information to the ONA Professional Services department for processing.

Maintenance of Membership Records

  • Monitor and maintain CRM data.
  • Scan and file membership related documents into electronic document management system.
  • Send new member welcome letter plus other partner info (California Casualty, NSO).
  • Input name and contact info changes as needed as received via phone, email, or website updates.
  • Produce data extracts from ONA membership management system on request.


  • Update welcome letter/packet as needed. Work with ONA Communications group to ensure stock of brochures, etc. on hand is sufficient. This includes both ONA/NPO information as well as that for NSO and California Casualty or other partner groups.

Front Desk/General Office

  • Participate in ONA Front Desk coverage rotation.
  • Answer front desk phone calls and redirect if needed. Objective is to answer most questions without referral.

Essential Functions

  • Speaking via phone or in person - one-on-one with ONA members.
  • Ability to figure out solutions to complex problems.
  • Handle multiple priorities at once, with ability to appropriately triage and manage.
  • Raise important questions and problems, formulating them clearly and precisely.
  • Gather and assess relevant information, using abstract ideas to interpret it effectively.
  • Come to well-reasoned conclusions and solutions, testing them against relevant criteria and standards.
  • Cultivate and maintain relationships with current and prospective members.
  • Collaborate with other staff, work with a team.
  • Effectively use computer and software applications for data entry and other purposes for extended periods of time.
  • Lift 30 pounds within office environment.


  • Excellent communication both verbally and written. Great listening skills.
  • Requires detail oriented, accuracy, organization and systematic skills
  • Ability to write routine reports and correspondence
  • Excellent writing skills and grammar usage are required
  • Required to have advanced knowledge of computer programs such as Excel, Word and database information
  • Experience in information analysis and interpretation
  • At least 2 years of customer service experience
  • Independent decision-making skills are necessary
  • Ability to run a computer, fax machine, copier, and phone system
  • Ability to complete tasks quickly and accurately
  • Must have a minimum of 5 years work experience
  • Data entry

Travel Requirements

  • No travel is required.

Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing significant safety threat to self or others. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

To Apply:
Applicants should submit resume, cover letter and salary history to Whitney Wong at wong@oregonrn.org.

WHEN APPLYING: Be sure to indicate that you saw this information at UNIONJOBS.COM.