Member Service Support Representative

Type: Contract to Hire

Position: Member Services Support Professional

Location: Alexandria, VA

Salary: $63,000-65,000

(NOTE: DURING CONTRACT PERIOD PAY IS $27 p/hr)

Hybrid: Yes. 3 days in office (Mon,Tue, Wed) and 2 days remote (Thurs & Fri)

Hours: Mon-Fri, 37.5 hours (8:30-4:30PM or 9-5PM)

Parking: Yes

Background Check: Yes

Company Laptop Provided: Yes

OVERVIEW:

A premier professional association is seeking a temporary Member Services Support professional to assist their Membership & Member Engagement team.

This role serves as a critical first point of contact for 12,000+ members, providing responsive service and support for membership-related inquiries.

They need someone who can hit the ground running while being patient enough to learn the specifics of their organization and membership base. You should be comfortable with the learning curve that comes with understanding frequently asked questions and our organizational structure, and capable of independently managing inquiries after appropriate training.

This role is ideal for someone who enjoys helping people, thrives in a professional association environment, and takes pride in delivering excellent member experiences.

KEY RESPONSIBILITIES:

Member Communication & Support

-- Answer incoming member calls and provide professional, courteous assistance

-- Respond to member inquiries via our FreshDesk email management system

-- Address membership-related questions directly or route inquiries to the appropriate department

-- Research and resolve member account issues, including locating missing information through online research

Database Management

-- Make updates to member records in the iMIS membership database, including contact information, membership category, and other key data points

-- Process password resets for members experiencing login issues

-- Maintain accurate and current member information

Problem Resolution

-- Investigate and resolve issues such as undeliverable journals or incomplete member profiles

-- Utilize online resources to verify and update member practice information

-- Ensure timely follow-up on member requests

REQUIRED QUALIFICATIONS:

Experience & Skills

-- 2-3 years of customer service or member support experience (nonprofit, for-profit, or public service environment)

-- Demonstrated experience working with databases or customer relationship management systems

-- Strong written communication skills with ability to compose clear, professional emails

-- Excellent verbal communication and active listening skills

-- Proven ability to learn quickly and retain procedural information

-- Collaborative team player with positive attitude

Technical Comfort

-- Comfortable navigating multiple software systems simultaneously

-- Ability to conduct effective online research

-- Basic proficiency with Microsoft Office suite