Customer Service Representative - Membership Department
Ultimate Staffing Services

Job Description: Customer Service Representative - Membership Department

Location: Rockville, MD

Employment Type: Full-Time
About the Organization

Ultimate Staffing is working with a dynamic nonprofit association in Rockville, MD, dedicated to serving its members and advancing its mission of making a meaningful impact. We are seeking a passionate and service-oriented Customer Service Representative to support their membership department. If you have excellent communication skills, a commitment to delivering exceptional member experiences, and a desire to contribute to a meaningful cause, we encourage you to apply! This is a full-time, hybrid role with a starting pay of $25 per hour and it temp-to-perm for the right individual.
Key Responsibilities

As a Customer Service Representative in the Membership Department, you will:

• Member Support: Serve as the primary point of contact for members, providing prompt and professional responses to inquiries via phone, email, and in-person interactions.
• Membership Processing: Assist with processing new memberships, renewals, and cancellations. Maintain accurate membership records in the association's database.
• Issue Resolution: Address member concerns, troubleshoot problems, and escalate complex issues to the appropriate team members when necessary.
• Outreach and Engagement: Proactively communicate with members about benefits, programs, and upcoming events to drive engagement and satisfaction.
• Data Management: Update and maintain member information in the association's CRM system, ensuring data integrity and confidentiality.
• Collaboration: Work closely with other departments to support membership campaigns, events, and initiatives.
• Reporting: Prepare and analyze membership reports to identify trends and opportunities for improvement.
• Process Improvement: Identify areas to enhance member experiences and contribute to the development of new processes and procedures.

Qualifications

• Education: High school diploma or equivalent required with 34+ years experience; bachelor's degree preferred.
• Experience: 3-5 years of experience in customer service, preferably within a membership-based organization or nonprofit.
• Skills:
  • Strong verbal and written communication skills.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM/database management systems.
  • Exceptional organizational skills and attention to detail.
  • Ability to multitask and prioritize in a fast-paced environment.
• Personal Attributes:
  • A positive, member-first attitude.
  • Ability to work collaboratively with a team.
  • Empathy and patience when handling member inquiries and issues.
  • Problem solver who takes initiative.
• Other: Familiarity with nonprofit associations is a plus.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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