Job Description

Position Overview: The Coordinator, Events & Member Engagement will support NAPEO’s strategic plan by providing essential customer service in the events, education and membership areas to members and prospects, providing essential support to NAPEO’s educational events, member engagement and aiding in customer support functions across the board for all membership projects, events, sponsors, and exhibitors. NAPEO is a hybrid work environment with in-office days Tuesday, Wednesday and Thursday.

Position Requirements : Excellent written and verbal communication skills. Solid customer service philosophy and attention to detail a must. Ability to prioritize multiple projects, work in a fast-paced environment, and meet deadlines. Interpersonal skills to work effectively with colleagues and members. A high degree of responsibility, initiative and professionalism. Some travel required. Proficiency with Microsoft Office products, including Word, Outlook, and Excel. Bachelor’s degree. Experience with association membership database and writing queries a plus. One to two years’ experience in association event or membership support preferred. This position may require sitting for long periods of time, moving around frequently and standing for long periods on-site at events and, on occasion, moving conference materials and supplies weighing up to 30 pounds.

Position Responsibilities:

Event Services

• Provide essential support to events team by coordinating communications, rooming lists, coding of conference invoices, and other duties, as assigned.
• Be the lead staff with outsourced registration vendor for events where onsite badge printing is outsourced.
• Lead registration staff member onsite for all events that have a registration desk with support from events and membership team. Meet member needs onsite of participants with the highest level of customer service.
• In coordination with the Office Manager, prepare and ship materials for conferences and seminars. Inventory contents and track number of boxes shipped and received by facility.
• Work with events team to collect, organize, collate, print, and ship proceedings and other printed materials for all in-person events.
• Staff and lead for sourcing, maintaining and implementation of mobile app for conferences.
• Update the events pages of the website, as requested.
• Provide support on virtual events, including customer service and as needed, implementation using systems provided by third party provider.
• Prepare online evaluation forms for events and compile resulting responses.
• Be point of contact for guest room management for all events to include tracking rooming lists, cross-referencing registration lists to rooming lists and contacting those attendees that may need to register or reserve a room, being point of contact for all questions regarding hotel reservations, working directly with hotel’s reservation manager for each event, and managing a waitlist, if needed.
• Support Annual Conference Planning Committee and other programming committees and call for papers process, helping to put together the list of submissions to go to the committee, tally committee responses, and take notes on all committee calls.

Board of Directors Support

• Be primary point of contact to NAPEO Leadership for board of directors’ meetings logistics and RSVPs.
• Support Director, Member Engagement on quarterly Board Book (online) production.
• Support Manager, Member Engagement on Board of Directors Nominations process to include but not limited to nominee profiles.

Customer Service

• Serve as primary customer contact for existing and potential members on member engagement, events and education related matters through professional and courteous phone and email interactions.
• Address phone and email inquiries regarding NAPEO membership, conferences and services, as well as basic PEO industry information.
• Primary lead on responding to info@napeo.org and meetings@napeo.org email inboxes.
• Backup for Office Manager on answering the main NAPEO phone number.
• Respond to member requests in a timely fashion. Coordinate and own resolution of issues or concerns.
• Develop standard responses to facilitate email and phone response to frequent requests.
• Escalate issues to appropriate supervisory team member in instances where needed.
• Primary point of contact for changes in member database.

Sponsorship Administration

• Order and/or track and execute sponsorship deliverables for all events; ensure all sponsoring companies have a representative registered for the event, if registration is included.
• Coordinate sponsor materials onsite for all events.

Member Engagement

• Provide support on member engagement activities, including member visits by staff.
• Assist with the compilation of data to support measuring or qualifying membership engagement.
• Assist with member company recognition efforts, such as ordering and sending recognition rewards for company milestones, key promotions, etc.
• Update the membership pages of the website, as requested.
• Assist in monitoring the NAPEO Forum on a daily basis to ensure that the Acceptable Use Policies are being observed.

Financial Administration

• Assist with association A/R by sending reminders to companies with balances due & processing payments.
• Assist with invoicing for membership and medallion partner accounts.
• Serve as a backup for month-end and year-end closing processes.

Association Teamwork

• Maintain full knowledge of NAPEO strategic plan and current Association programs, services, publications, and membership benefits.
• Educate NAPEO staff on events and education promotions and services.
• Identify and maintain favorable working relationships with Executive Committee, Board of Directors, Leadership Council chairs, committee chairs, staff and service providers.
• Support the overall goals and objectives of the Association Strategic Plan through additional responsibilities.
• Be aware of, understand and follow the Association’s policies and procedures.

The above responsibilities are not intended to be an all-inclusive list of duties of the position described. They are intended only to describe the general nature of the job and are a reasonable representation of its activities.

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