Sr. Membership Specialist

About the role

The Senior Membership Specialist supports the organization's members through the service desk and digital support channels, ensuring a seamless and efficient member experience. This role serves as the central point of coordination for member inquiries, requests, and support needs.

Responsibilities

• Manage and respond to member inquiries received through the service desk, member portal, email, and other digital support channels.
• Provide information regarding membership benefits, programs, services, events, and resources.
• Ensure timely and accurate handling of support tickets in accordance with service-level expectations.
• Track, monitor, and report on member support requests and resolution trends.
• Identify recurring member issues and recommend process improvements.
• Develop subject matter expertise in organizational services, programs, systems, and internal processes.
• Maintain documentation, procedures, and knowledge-based resources to support consistent service delivery.
• Collaborate with internal stakeholders to ensure efficient fulfillment of member requests.
• Maintain accurate and complete member records within Salesforce and related systems.
• Perform data entry, validation, auditing, cleansing, and quality control activities.
• Identify and resolve data discrepancies, duplicates, and incomplete records.
• Support data governance practices and maintain established data quality standards.
• Generate reports, dashboards, and operational metrics to support membership activities.
• Assist with Salesforce process improvements, workflows, and end user support.

Requirements

• Minimum of four years of experience in membership operations, customer support, customer service operations, customer relationship management (CRM) administration required in a non-profit organization highly desirable.
• Demonstrated experience using Salesforce as a primary CRM platform.
• Experience managing and maintaining data quality within CRM systems.
• Experience working within a ticketing system or service desk environment.

Qualifications

• Bachelor’s degree in business or related field is preferred.

Skills

• Strong Salesforce knowledge, including record management, reporting, dashboards, and data management.
• Excellent attention to detail and commitment to data accuracy.
• Strong verbal and written communication and customer service skills.
• Independently identifies potential problems in member services process; effectively communicates issues to team; offers problem solving input.
• Ability to establish effective partnerships across departments, communicate openly, and work collaboratively to resolve issues and deliver exceptional service to members.
• Ability to manage multiple priorities and deadlines.
• Ability to learn complex products, services, and internal processes quickly.
• Computer skills: Salesforce, Microsoft Office applications, particularly Excel, PowerPoint, and Word.

Benefits

• Medical, dental, vision, life insurance, disability coverage and accident insurance.
• 401(k) with employer match.
• Paid time off, paid holidays, parental leave, along with other types of leave.
• Professional development opportunities.

Pay

Full-Time Annual Salary Range: ($70,000-$85,000) Individual salaries are determined by a variety of factors including, but not limited to, business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Schedule

This is a hybrid position that reports to Reston, VA headquarters (up to two days per week in office. Employees are expected to maintain a professional work environment and be able to perform the essential functions of the role.)