DIVISION: Membership and Marketing

REPORTS TO: Senior Director, Membership and Marketing

OFFICE LOCATION: Hybrid (Sacramento-based)

EXEMPTION STATUS: Non-exempt

SALARY RANGE: $55,000 - $65,000

POSITION SUMMARY:

The Member Service Representative (MSR) exemplifies CMa's 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 invoicing and payment of membership dues and other operational functions as assigned. 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 payments, 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) database.

• Maintains expedient case resolutions through organized management and navigating effectively through organizational dependencies.

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

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

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

• Performs data clean-up and data-entry with a strong attention to detail that minimizes errors.

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

• 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 demonstrated customer service skills, preferably in a health care setting.

• Experience with Salesforce or other CRM tools, specifically in service operations and case resolution.

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

• Experience working with data entry and basic working knowledge of Excel.

• Exceptional customer service skills and ability to solve problems.

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

• High school diploma or GED, some college or four-year degree preferred.

EQUIPMENT OPERATION:

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

PHYSICAL REQUIREMENTS:

Occasional travel.

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