What are the responsibilities and job description for the Customer Service and Data Specialist position at National Society of Professional Engineers?
Company Description
The National Society of Professional Engineers (NSPE) is a professional association based in Alexandria, Virginia, dedicated to serving licensed professional engineers (PEs) across all disciplines. Founded in 1934, it advocates for the legal, ethical, and professional interest of engineers.
Role Description
The Customer Service and Data Specialist serve as a frontline representative of NSPE's Membership Department and NICET, providing accurate information and high-quality support to full spectrum organizational stakeholders. This position responds to inquiries, troubleshoots issues, and maintains reliable customer data to ensure consistent and effective service. The role also supports core membership functions sch as application processing, renewals, billing, and data accuracy.
Job Processes
- Respond promptly and professionally to all NSPE and NICET inquiries via phone, email, chat or video call if needed
- Guides customers/members through account access, event registration, and use of benefits, product selection, certification sales, regulatory requirements, test scheduling and rescheduling.
- Maintain working knowledge of all programs, products, and services
- Serves a liaison between customers/members and internal teams to ensure follow-through
- Applies active listening to assess needs and deliver accurate information
- Ensures full resolution of all interactions
- Other duties as assigned
Customer/Member Administration
- Processes new member applications, renewals, and cancellations
- Maintains accurate member records in NetFORUM
- Assists with billing, payments, invoice generation and basic financial reconciliation
- Supports registration for events, webinars, and certification programs
- Maintain clean, accurate customer data and resolve discrepancies across platforms
- Document best practices and workflow status
Growth, Retention, and Outreach Support
- Supports recruitment campaigns, renewal outreach, and reengagement efforts
- Execute assigned outreach tasks including emails, follow up, and list preparation
- Tracks engagement metrics and updates, and record accordingly
- Coordinates with membership, marketing, and communications
- Assists with onboarding communications and engagement tasks campaigns
Education and Experience
Bachelor's degree or equivalent experience, with at least 1-2 years of customer or member service experience. Experience in a nonprofit or membership based organization is preferred.
Qualifications
- Strong customer and member service skills
- Clear written and verbal communication
- Active listening and the ability to tailor responses
- Accurate data entry and recordkeeping abilities
- Ability to manage multiple tasks and priorities
- Experience with association management systems such as NetFORUM, Salesforce, iMIS, Personify, or similar
- Proficient with Microsoft Office Suite
- Ability to work independently and collaboratively
- Resourceful and solutions-oriented mindset
- Ability to remain professional under pressure
- Familiarity with helpdesk or ticketing software such as Zendesk or Freshdesk
To apply, email cover letter and resume to careers@nspe.org