Member Engagement Specialist - in office

Summary

The Member Engagement Specialist plays a key role in creating a positive, professional, and consistent experience for New York Farm Bureau members and prospective members. As the primary point of contact, this position responds to inquiries, resolves issues, supports membership growth and retention, and ensures members feel informed, valued, and supported.

This role works closely with the Membership Database Analyst, Membership Data and Payments Coordinator, and other internal teams to ensure accurate member records, smooth payment processing, and continuity of service. Cross-training is an essential component of this position to support operational resilience and provide backup coverage during peak periods or staff absences.

Duties and Responsibilities

Other duties may be assigned.

Member Experience & Engagement

• Serve as the first point of contact for members and non-members via phone and email, providing timely, courteous, and solution-focused assistance.
• Deliver a consistently positive member experience by actively listening, identifying needs, and following through until resolution.
• Respond to questions, concerns, and complaints professionally, escalating complex or sensitive issues to management when appropriate.
• Educate members about New York Farm Bureau programs, services, and departments and refer as necessary to internal and external resources.
• Encourage member feedback regarding their experience and identify opportunities for service improvements.

Membership Support & Retention

• Assist with enrolling new members, renewing existing memberships, and supporting retention efforts.
• Process membership dues, refunds, and basic account updates in accordance with NYFB policies and privacy standards.
• Utilize approved scripts and procedures to handle routine inquiries while personalizing interactions when appropriate.
• Ensure all member communications and inquiries receive a high standard of customer service.

Reporting, Coordination & Team Support

• Support the preparation and completion of monthly reports, mailings, and routine administrative tasks related to membership operations.
• Collaborate with internal teams to meet membership goals and service standards.
• Participate in training sessions, meetings, and professional development opportunities as directed.

Cross-Training & Operational Support

• Cross-train with the Membership Data and Payments Coordinator to develop a working knowledge of:
• Membership data entry and maintenance within the CRM system
• Basic payment processing workflows and issue identification
• Reconciliation concepts and internal controls related to member accounts
• Provide backup support for membership data and payment-related tasks as assigned, ensuring continuity of service.
• Assist with testing new procedures and documenting workflows to support team coverage and process improvement.

Qualifications

Education & Experience

• Associate degree or equivalent preferred in business, communications, management, or a related field.
• Two to four years of customer service, member support, or related experience; equivalent combinations of education and experience will be considered.

Skills & Abilities

• Strong customer service orientation with a focus on creating positive member experiences.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, patience, and professionalism when handling complex situations.
• Ability to work independently and collaboratively in a team environment.
• Ability to multi task and prioritize.
• Motivation to learn, adapt, and expand skills through cross-training.
• Attention to detail and ability to follow established procedures.
• Basic knowledge or interest in agriculture or member-based organizations preferred.

Computer Skills

• Proficiency with Microsoft Outlook and Microsoft Office (Word, Excel, PowerPoint).
• Experience or willingness to learn CRM or membership database systems.

Job Type: Full-time

Pay: $23.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Ability to Commute:

• Albany, NY 12205 (Required)

Ability to Relocate:

• Albany, NY 12205: Relocate before starting work (Required)

Work Location: In person

Salary : $23 - $28