TITLE: Membership Service Representative

DIVISION: Membership

REPORTS TO: Senior Director, Membership and Marketing 

OFFICE LOCATION: Hybrid (Sacramento-based)

EXEMPTION STATUS: Exempt                      

SALARY RANGE: $65,000-$75,000

POSITION SUMMARY:

The Member Service Representative (MSR) exemplifies our mission by providing world-class customer support to our members and the public. The MSR contributes to the success of meeting CMA's membership goals by cultivating relationships among members, association stakeholders, corporate partners, and colleagues. Equally, the MSR assists with billing invoicing and payment of membership dues. The ideal candidate understands that service is first and foremost a commitment. Additionally, the ideal member service representative has professionalism, discretion, sound independent judgment, and a high level of accountability in the performance of their role.

The ideal candidate must possess the following skills and attributes: energetic and positive attitude; excellent organizational skills; self-motivated and goal-oriented; excellent written/oral and interpersonal communication skills with a genuine concern for members & partners; ability to work quickly to meet deadlines; and willingness to learn and improve in all aspects of the position. Technical abilities to interact with our CRM, generate invoices, collect payment, and log activity.

DUTIES/RESPONSIBILITIES:

• Learn, demonstrate, and apply a strong understanding of association knowledge to analyze and solve problems, inform and educate members and nonmembers on association products and services, and build loyalty by communicating the full value of membership.

• Discipline to track and document all inbound and outbound calls, voicemails, emails or other types of contact in the customer relationship management (CRM).

• Guides callers through troubleshooting, navigating, or using the online resources and member benefits.

• Prepares communications, such as emails, reports, and other correspondence.

• De-escalates situations involving dissatisfied members, offering assistance and support.

• Performs data clean-up.

• Assist with various membership programs including maintenance of member profiles and mailings.

• Provide other assistance to membership team members as needed. i.e. retrieve documents, research and assist members with appropriate referrals within CMA, and maintain information and tracking in the CRM/AMS.

• Maintain a high degree of member benefits knowledge and service expertise.

KNOWLEDGE/EXPERIENCE/EDUCATION:

• Must possess a professional and friendly attitude and be able to quickly develop a rapport with members over the phone

• Three years of outstanding customer service skills

• Experience with Salesforce or other CRM

• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections

• Exceptional customer service skills and ability to solve problems

• Previous call center, sales support, or customer service experience preferred

• High school diploma or GED

EQUIPMENT OPERATION:

Position requires operation of normal office equipment, computer, printers, photocopier, fax machines, multi-line phone, mobile communications tools

PHYSICAL REQUIREMENTS:

Work extended hours or on the weekends as needed. Minimal travel required.

(This job description reflects the general level and nature of the job. It is not intended to be all inclusive)