Member Services Assistant

POSITION OVERVIEW

The Member Services Assistant (PD/Events) provides administrative support to ensure the efficient planning and execution of CBABC professional development and networking events along with other member services and programs. The ideal candidate has strong administrative experience and superior customer service and organizational skills. You must be a great communicator, a strong team player, excellent at managing your time, detail-oriented, and able to handle pressure while always demonstrating tact and diplomacy.

Reports to: Manager, Conferences & Events

Direct Reports: None

KEY RESPONSIBILITIES

Pre-Program Administration

• Monitor registrations and respond to attendee inquiries, including payments, refunds, dietary restrictions and accommodation requests.
• Create, edit, test and troubleshoot registration pages, post-program surveys and attendee communications.
• Create Zoom webinars/meetings for hybrid and virtual events.
• Coordinate speaker logistics, including travel, accommodations, gifts, honoraria and event instructions.
• Secure Law Society of BC accreditation for programs.
• Track and follow up on speaker materials and requirements, including biographies, headshots, presentation slides, authorization forms, accessibility accommodations and audiovisual needs.
• Prepare and assemble day-of materials such as nametags, registration supplies, speaker packages, signage, branded materials, gifts, audiovisual equipment and other required inventory.
• Support the Manager, Sections & Professional Development by providing applicable administrative support for virtual PD programs.

Day-of Program Support

• Set up and organize the registration area, including nametags, attendee lists, seating information, dietary restriction indicators, signage and registration supplies.
• Provide welcoming and responsive attendee service, answer questions and address or escalate registration, seating, dietary and logistical issues.
• Provide live support during webinar programs by troubleshooting basic technical issues.
• Monitor inboxes for last-minute attendee, speaker and logistical communications.
• Support event wrap-up by collecting reusable materials, signage, nametags, equipment and supplies and preparing them for return or storage.
• Liaise with venue staff as needed

Post-Program Administration

• Prepare and distribute follow-up communications to sponsors, speakers and participants
• Compile registration, attendance, survey and operational data for post-event reporting
• Assist with event debriefs and sponsor fulfillment reports, documenting outcomes and opportunities for improvement.
• Prepare virtual programs for on-demand or rebroadcast delivery, including creating and updating registration pages.
• Update event databases and maintain complete, accurate records for future planning and reference.

General Administration

• Respond to inquiries by email, phone and in person, providing assistance or directing inquiries to the appropriate CBABC contact or resources.
• Maintain shared event inboxes by responding to, organizing, filing and escalating communications according to established procedures.
• Prepare agenda for team meetings; take meeting minutes and distribute to stakeholders
• Follow-up on outstanding balances, refunds, invoices and payments
• Monitor event materials and office supplies, including signage supplies and nametag materials, and coordinate replenishment as needed.
• Provide administrative support and team coverage during peak periods while communicating competing priorities and workload concerns.
• Provide administrative backup to other team members when required.

EXPERIENCE AND QUALIFICATIONS

• 3 years of relevant administrative, customer service, event or program support experience, or an equivalent combination of education and experience.
• Experience supporting events, conferences, professional development programs or similar programs is an asset.
• Excellent customer service, interpersonal and written communication skills, with the ability to communicate professionally with a variety of stakeholders.
• Strong attention to detail and proofreading skills, with demonstrated ability to maintain accurate records and manage detailed or confidential information.
• Demonstrated initiative and ability to follow tasks through to completion, identify outstanding items and escalate issues when appropriate.
• Strong problem-solving skills and sound judgment, including the ability to respond professionally to changing priorities and unexpected issues.
• Proficiency with Microsoft 365 applications, including Outlook, Excel, Word, PowerPoint and Teams, and the ability to quickly learn new systems and technology. Basic HTML knowledge is an asset.
• Experience with Zoom, webinar, event registration, database or video-hosting platforms is an asset. Knowledge video editing is an asset.
• Available to work approximately 10% evenings.

Working Style

This position is well suited to someone who is:

• Highly organized and adaptable, with demonstrated ability to manage competing priorities, meet deadlines and remain effective during busy periods.
• Service-oriented, professional and responsive in interactions with members, speakers, colleagues and external partners.
• Proactive and accountable, taking ownership of assigned work and following tasks through to completion.
• Highly organized and detail-focused, with a commitment to accuracy and meeting deadlines.
• Flexible and adaptable, with the ability to shift priorities and remain calm during busy periods and unexpected situations.
• Collaborative and communicative, keeping colleagues informed and contributing positively to shared team priorities.
• Resourceful and solutions-focused, exercising good judgment, resolving routine issues independently and knowing when to seek guidance or escalate concerns.

COMPENSATION & BENEFITS

Pay Range: $53,000 to $60,000 per year

• Extended health and dental benefits
• Company matching RRSP
• Modern, downtown Vancouver office with nearby access to all transit routes
• Hybrid working environment with ability to work from home up to two days per week
• A great team to work with

OUR COMMITMENT

CBABC is committed to supporting an inclusive work environment. We welcome applications from members identifying with any group including visible minorities, Indigenous Peoples, people living with a disability, people of diverse sexual orientation, gender identity or expression (2SLGBTQ+), and others. Qualified applicants from under-represented groups are encouraged to apply and to indicate in your cover letter if you belong to one of the designated groups.

We want to ensure the application process enables you to share your experience, skills and abilities. We expect the recruitment process will take place virtually. As such, you are invited to reach out to us, confidentially, if you face any barriers to participating in this application process. Contacting us will not impact the evaluation of your application.

TO APPLY

Please email your resume and cover letter to [email protected] with the subject line “Application: Member Services Assistant” or apply online. Please attach both a cover letter and resume to your online application; applications without a cover letter will not be considered.