What are the responsibilities and job description for the Member and Customer Experience Coordinator position at Regulatory Affairs Professionals Society?
Member and Customer Experience Coordinator
Location: Rockville, MD (Hybrid)
Key Skills: Prompt, clear, and courteous written and verbal communication
Experience: 1 years of customer service or membership role with association
Reports to: Member and Customer Engagement Manager
The Role
RAPS is seeking a Member and Customer Experience Coordinator. This position serves a critical role as a primary touchpoint for external RAPS stakeholders, ensuring all members and customers have a positive experience when engaging with the organization. The ideal candidate will be highly collaborative, customer-service oriented, and passionate about RAPS’ mission. They should enjoy problem solving and have an eye for process improvement.
What you will do with us:
- Handle incoming calls, emails, and other inquiries from members.
- Resolve product or service issues by clarifying the customer’s complaint, determining the cause and selecting the best solution.
- Stay up to date on the organization vision, mission, and in-depth product portfolio.
- Proactively communicate cross-departmentally to understand, support, and provide solutions to address the needs of members, non-members, and other RAPS stakeholders.
- Process dues payments, event registrations, and other transactions in the organizational AMS (Impexium).
What you will bring to succeed:
- High school diploma or equivalent
- 1 years of experience in a customer service role or general membership position within an association
What RAPS offers:
- Highly competitive, market-based wages
- Annual merit-based salary adjustments
- Incentive pay/bonuses
- Reimbursement for job-related education training
- Fully paid LinkedIn Learning subscription
- Generous PTO accruement
- 10 annual paid holidays with extended holiday break
- Medical, dental, vision, & life insurance
- Short/long term disability
- Flexible spending account (FLEX)
- 403(b) Retirement Plan with employer match
About RAPS
The Regulatory Affairs Professionals Society (RAPS) is the largest global organization of professionals involved with regulatory and quality for healthcare products, including medical devices, pharmaceuticals and biologics, diagnostics, and digital health. Founded in 1976 as a neutral, nonprofit organization, RAPS supports and elevates the regulatory profession with education and training, professional standards, publications, research, networking, career development, and other valuable resources. RAPS is home to the Regulatory Affairs Certification (RAC), the only post-academic professional credential to recognize regulatory excellence. The society is headquartered in suburban Washington, DC, with chapters and affiliates worldwide.
As an employer, RAPS encourages dedication to quality and member service. We support innovation and creativity, respect, and high ethical standards. We value learning and professional development and strive to maintain a safe and enjoyable work atmosphere that promotes collegiality.
RAPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable laws. RAPS complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
