Member Engagement Associate

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Job Summary

Join Merit Network, Inc. as a dynamic Member Engagement Associate, where your contributions will directly impact our Member community and enhance our collaborative efforts across the Marketing and Member Engagement teams. Reporting to the Member Engagement Manager, you will be at the forefront of our mission to deliver exceptional service.

Your responsibilities will include efficiently managing ERP-based requests by processing quotes, handling signed agreements, and facilitating seamless service implementations. You will be pivotal in ensuring our Members receive top-tier support, working both independently and as an integral part of a dedicated team. Additionally, you will provide first-level support directly to our Members when necessary.

This is your opportunity to be a part of a passionate team that fosters innovation, nurtures growth, and thrives on delivering value. If you are driven by meaningful interactions and aim to create a lasting impact, we invite you to explore the potential that awaits as a Member Engagement Associate at Merit Network, Inc.

To learn more about Merit Network, Inc., please visit our website https://www.merit.edu/ .

Responsibilities*

As the Member Engagement Associate, your key responsibilities include, but are not limited to, the following:

Essential Functions for this position are followed by an (E).

Core Responsibilities (95%):

• Engage with the Merit community, vendors, and internal Merit teams to ensure exceptional customer service.

• Collaborate closely with Network Engineers and Member Engagement Managers to gather information necessary for creating Member quotes. (E)

• Prepare and complete quotes and sales orders accurately and promptly. (E)

• Accurately maintain comprehensive database records for Contacts, Customers, and Members. (E)

• Coordinate projects by managing quotes, processing signed agreements, initiating service implementations, and tracking the completion of Merit service orders. (E)

• Provide first level support directly to Merit Members across various areas related to Merit's services.

• Track the progress of assigned requests, ensuring timely updates and conducting thorough analysis and processing of service requests according to established procedures. (E)

• Monitor and triageincoming emails, calls, and leads for the sales team (E)

• Uphold a can-do attitude, strong interpersonal skills, good organizational skills, excellent communications, creative thinking, and logical thought processes.

• Efficiently take over requests-in-progress from other team members, and follow through to completion.

• Manage certain aspects of vendor interactions. (E)

• Independently monitor, triage, and respond to community of practice inquiries, new Member inquiries, and all sales inbox communications. (E)

Supporting Responsibilities (5%):

• Contribute to the organization and execution of Merit events.

• Participate in professional development activities.

Other Duties

Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, cloud-based systems, and AV/teleconferencing software and equipment.

Physical Demands

The physical demands described here are representative of those that must be met by you (with or without accommodations) to successfully perform the essential functions of this job.

You must frequently work at a computer station, answer telephone calls, emails, and other forms of customer/client communication. You may, on occasion, be required to move items of various sizes and weights throughout the office or building.

Required Qualifications*

• Bachelor's degree in a relevant field (i.e. Business, Communications, Marketing or a related discipline) and 1-3 years of professional work experience in customer service, sales operations, or a related field - OR - 5+ years of relevant professional work experience

• Proven experience in a customer service or client support role, demonstrating strong organizational skills and a commitment to delivering high-quality service.

• Ability to work independently while also thriving in a collaborative, team-based environment.

• Exceptional multitasking and time management skills to prioritize and resolve multiple tasks in a fast-paced environment.

• Ability to engage with both technical and non-technical customers in a positive and solution-oriented manner regardless of circumstances.

• Strong interpersonal, written, and verbal communication skills, with a focus on clarity and professionalism.

• A customer-first mindset, with a strong passion for delivering exceptional service to Merit's Member community.

• Proficiency in Microsoft applications, including Word, Excel, and PowerPoint, as well as Adobe Acrobat Pro.

Desired Qualifications*

• Experience working with NetSuite or similar ERP, CRM, service request, or project management tracking software.

• Previous experience in helpdesk support, order processing, or customer support center environments.

• Demonstrated excellence at building and maintaining strong working relationships with multiple organizations, customers, management, peers, and cross-functional teams.

• Experience working with higher education institutions, K-12 schools, libraries, research institutions, government agencies, and other public sector non-profit organizations.

Modes of Work

This is a full-time, hybrid position. Though the typical work schedule is 8am-5pm, Monday through Friday for most staff, your work schedule will be determined with your supervisor and may change if necessary.

During your 6-month probationary period, you will be required to be on-site for at least 3 days per week at Merit's office location:

880 Technology Dr., Suite B

Ann Arbor, MI 48108

Following, working on-site will be required for a minimum of 2 days per week determined in partnership with your supervisor. In addition, ad-hoc on-site meetings and events may be needed with adequate notice provided.

Positions that are eligible for hybrid or remote work modes are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment.

There may be some occasional work required outside of the established schedule, which may include evenings, weekends, and holidays.

Travel

Some local travel may be required to attend off-site meetings, conferences, and/or events.

Additional Information

Benefit Opportunities

We are committed to offering a comprehensive, high quality benefits package designed to support the well-being of our employees and their families. Our benefits include:

• 2:1 retirement matching to help you build a secure financial future

• Comprehensive healthcare coverage with nationwide access, including prescription drug, dental, and vision plans

• Flexible spending account options to support your healthcare and dependent care needs

• Well-being programs focused on physical, mental, and financial wellness

• Long-term disability coverage and automatic life insurance for added security

• Access to general legal services to support your personal and professional needs

• Multiple early childhood support services to help working parents balance career and family

• Generous time-off policies and work-life balance programs to ensure you have the flexibility you need

We are committed to fostering an environment where you can thrive - both professionally and personally. Learn more about our benefits at http://careers.umich.edu/benefits/ .

Background Screening

The University of Michigan/Merit Network Inc. conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third-party administrator to conduct background checks in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for at least seven (7) calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended.

Contact Information

If you have any questions regarding this job, please visit our website: https://www.merit.edu/about/careers/

If you need help completing this application, assistance is available. Please call (734) 615-2000, option 1.

U-M EEO Statement

The University of Michigan is an equal opportunity/affirmative action employer.

Job Detail

Job Opening ID

261291

Working Title

Member Engagement Associate

Job Title

Customer Service Rep Senior

Work Location

Ann Arbor Campus

Ann Arbor, MI

Modes of Work

Hybrid

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Affiliated It Orgs

Department

Merit Network

Posting Begin/End Date

3/17/2025 - 3/24/2025

Salary

$55,000.00 - $60,000.00

Career Interest

Administration

Communications & Marketing

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