Job Description
We are a dynamic and fast-paced organization driven by the belief that technology plays a transformative role in society. Our team is made up of highly committed professionals who thrive on innovation and delivering exceptional experiences. We focus on utilizing cutting-edge technologies to help our clients—primarily non-profits—provide unparalleled service to their members.
We are excited to announce an opportunity to join our growing team as a Member Services Specialist. We are looking for three (3) talented and dedicated individuals to fill this pivotal role at our Rockville, MD headquarters.
As a Member Services Specialist, you will be the first point of contact for our clients, providing top-tier customer support and resolving member inquiries with efficiency and care. This is a full-time, on-site position with office hours from 9:00 AM to 5:00 PM EST. If you are passionate about delivering exceptional service and are eager to stay ahead of evolving technologies, we want to hear from you!
Key Responsibilities
Provide Tier I-II support by responding to inbound calls and emails from members and staff, actively listening, and offering tailored solutions.
Troubleshoot and resolve member issues, escalating complex cases when necessary.
Collaborate with a global, cross-functional team to ensure a seamless customer service experience.
Work daily within Salesforce CRM to manage account activities, document communications, and perform accurate data entry for multiple non-profit clients.
Demonstrate accountability by completing tasks accurately and efficiently.
Stay informed about industry trends, CRM advancements, and best practices in customer service technologies.
Required Qualifications
High school diploma or GED required; Bachelor's degree preferred.
3-5 years of customer service experience, with at least 2+ years in a call center environment strongly preferred.
Familiarity with CRM systems (Salesforce Sales Cloud or similar tools), ERP platforms, and call center documentation systems is highly desirable.
Preferred Qualifications
Customer Success Skills: Ability to build rapport, understand customer needs, and deliver comprehensive service with a focus on satisfaction.
Technical Proficiency: Strong skills in Windows-based applications (Outlook, Word, Excel) and familiarity with business intelligence tools, CRM platforms, and tools like Zendesk or Hubspot.
Communication Skills: Excellent verbal and written communication skills to effectively engage with customers via phone, email, and in-person.
eCommerce Experience: Understanding of online store operations, order processing, and customer service in an eCommerce setting.
Problem-Solving Skills: Ability to identify the root cause of customer issues and implement effective solutions.
Organizational Skills: Skilled in managing multiple tasks simultaneously while maintaining accuracy and meeting deadlines.
Attention to Detail: High level of accuracy and thoroughness in work.
What We Offer
Comprehensive health insurance (medical, dental, vision)
Life insurance and long-term disability coverage
Retirement savings with company match
Paid time off: 15 days of vacation (increasing with tenure) and 10 paid federal holidays
Opportunities for professional growth and development
Our Core Values
Trust: We build trust through integrity, transparency, and accountability.
Innovation: We embrace creativity and forward-thinking solutions to meet evolving client needs.
Community: We foster a collaborative, inclusive culture where all contributions are valued.
If you are passionate about making a difference and thrive in a fast-paced, collaborative environment, we invite you to apply today!
Employment Type: Full-Time
Salary: $ 27,000.00 59,000.00 Per Year
Job Tags
Full time, Work at office,