Member and Customer Experience Specialist
Position Summary
The Specialist, Member and Customer Experience serves as the primary point of contact for customer and member inquiries, ensuring responsive, high-quality service, and inquiry resolution across all channels. This role supports both customers and members throughout the lifecycle, assisting with account access, product navigation, and service-related needs. Positioned within the Membership department, this role plays a key part in supporting membership growth, conversion, and retention by enhancing the overall customer and member experience. The Specialist identifies trends, removes barriers in the customer journey, and elevates issues for holistic resolution across the organization. This role serves as a key connector between members, customers, and the organization, proactively supporting engagement, identifying opportunities to strengthen member value, and providing insights that improve retention, loyalty, and overall member and customer experience. In addition, this role provides administrative and operational support to the Membership team to help maintain an effective membership pipeline, including assisting with data management, transactions, and member communications.
Qualifications and Experience
Associate degree or equivalent combination of education and experience required
Minimum of 2 years of experience in customer service, member services, or support roles
Experience working with CRM/AMS systems required
Experience in an association, nonprofit, or customer-facing organization preferred
Ability to travel when requested to Annual Congress