Job Description

Our company will be relocating Rosemont to Northbrook in July/August.

The Customer Service Specialist is a bimodal role that will support both ISSA and its US-based distributor/wholesaler members and the Independent Office Products & Furniture Dealers Association (IOPFDA), a Division of ISSA, and its members. The role reports to the ISSA Director of Membership with accountability to the IOPFDA Executive Director to carry out membership retention and acquisition activities, committee management, events coordination, and routine customer service tasks. The successful candidate will be a high-energy, positive and collaborative individual who goes above and beyond to ensure member satisfaction.

Duties and Responsibilities

ISSA SUPPORT

· Support recruitment, retention, and service activities for all ISSA members, with a focus on wholesale and distribution members:

o Serve as customer service specialist for member companies in the United States

o Execute Member Success Programs for new and renewing members

o Identify opportunities to enhance the member experience and generate new association revenue

· Support account executives and leadership teams to achieve team goals and objectives:

o Identify opportunities within new and existing member accounts

o Maintain accurate member data

o Develop relationships with member accounts

· Field and respond to inbound phone calls, providing on-the-spot solutions to current and prospective members

· Collaborate across all ISSA departments and divisions

· Other tasks and additional duties as requested.

IOPFDA SUPPORT

· MEMBERSHIP RETENTION AND RECRUITMENT: Manage member records in association database; process and onboards new members; and coordinate with partners on trade show participation

· CONTENT MANAGEMENT: Coordinate website support services; establish annual IOPFDA event calendar; assist IOPFDA Executive Director with website and social media content

· COMMITTEE MANAGEMENT: Assist IOPFDA Executive Director with arranging calls/meetings; distribute meeting notices and agendas; maintain historical records as needed

· SCHOLARSHIP PROGRAM: Provide support to IOPFDA scholarship committee; coordinate and distribute scholarship promotional materials; solicit and collect applications from IOPFDA members; prepare reports for board review; coordinate award fulfillment and announcements

· MEETING AND CONFERENCE MANAGEMENT: Assist with all aspects of coordination, promotion, planning, budgeting and event management with program chair

· SMALL BUSINESS ADVOCACY FLY-IN EVENT: Assist with all aspects of coordination, promotion, planning, budgeting and event management with IOPFDA Executive Director and lobbyist

Key Competencies

· High energy, positive, collaborative, approachable work style, with the ability to see all tasks through to completion and ensure member satisfaction

· Possess a high sense of urgency and ability to prioritize as appropriate

· Able to streamline processes while improving quality, timeliness and accuracy of work

· Team player with can-do attitude.

Qualifications

· Two (2) years of experience in customer service, sales, events, hospitality, supply chain, and/or related field

· Bachelor’s Degree preferred

· Experience in association and/or wholesale distribution fields, a plus

Company Description

As the leading trade association for the cleaning industry worldwide, ISSA is committed to helping its members change the way the world views cleaning. ISSA promotes the vision that cleaning is an investment in human health, the environment, and an improved bottom line. The association has more than 10,500 members include distributors, manufacturers, manufacturer representatives, building service contractors, in-house service providers, and associated service members. ISSA helps increase professionalism and member success by offering business tools, educational products, industry standards, publications, events, and legislative and regulatory services that specifically focus on the professional cleaning industry and the value it provides. The association is headquartered in Rosemont, IL, USA, with regional offices in Australia and China.