Customer Care Representative

About the role

The Customer Care Representative serves as a primary point of contact for SEMA members, exhibitors, and industry professionals. This role is responsible for delivering high-quality customer experience across all touchpoints while supporting multiple business functions through cross-training, including membership, councils & networks, data management, accounting support, sales assistance, and SEMA Show operations. This position requires strong communication skills, adaptability, and the ability to navigate multiple systems and processes efficiently.

Responsibilities

• Customer Experience: Deliver consistent, professional, and solution-oriented support via phone, email, and CRM platforms. Resolve inquiries on first contact whenever possible; escalate appropriately when needed. Maintain a high standard of accuracy and responsiveness across all interactions. Build trust with members and exhibitors by demonstrating product and process knowledge.
• Cross-Functional Support:
  • Membership, Councils & Networks: Assist with member onboarding, renewals, and account verification. Educate customers on membership benefits and requirements.
  • Data Management: Maintain accurate customer records in CRM systems (deduplication, updates, validation). Support data integrity initiatives and reporting needs.
  • Accounting Support: Assist with basic billing inquiries, payments, and invoice navigation. Route complex financial issues to appropriate teams.
  • Sales Support: Support outbound initiatives to engage past exhibitors and members. Assist with lead qualification and follow-up activities.
  • SEMA Show Operations: Provide support for exhibitor registration, booth applications, and show logistics. Guide customers through key deadlines, requirements, and event processes.
• Performance Expectations: Meet or exceed daily outbound and inbound activity targets. Maintain high-quality assurance (QA) and customer satisfaction (CSAT) scores. Demonstrate proficiency across multiple functional areas through cross-training. Contribute to continuous process improvement and knowledge sharing.

Requirements

• 2+ years in customer service, call center, or client support environment
• Experience with CRM systems required; experience with Salesforce CRM platform or Nimble CRM system is a plus
• Experience in association, events, or membership-based organizations is a plus
• Strong verbal and written communication skills
• Ability to manage high-volume workloads with attention to detail
• Problem-solving mindset with a focus on resolution and efficiency
• Comfortable working across multiple systems (CRM, payment platforms, data tools)
• Adaptability and willingness to learn multiple business functions