Member Services Specialist

Member Services Specialist Location: Hadley, MA Schedule: Full-time, onsite Monday–Friday, 8:00 a.m.–4:00 p.m. Overview Our client is New England’s collaborative sourcing leader with a membership of nearly 2000 higher education, K‑12 public & private schools and municipalities. They provide multi‑vendor contracts that are the best in the industry in terms of cost avoidance, product and service depth, vendor quality, choice and terms. As an active catalyst for local and regional small‑business participation, they support women and minority‑owned companies. We are seeking a proactive, member‑focused Member Services Specialist who will be the primary advocate for member institutions—helping them unlock the full value of the client’s cooperative purchasing contracts, driving engagement, and building lasting partnerships. This is a dynamic, hands‑on role that requires outreach, problem solving, and opportunity generation. What you’ll do Member & Customer Service Serve as the primary point of contact for member inquiries via phone and email, delivering prompt, professional support. Resolve member issues efficiently, ensuring high satisfaction and timely follow‑through. Proactively identify and communicate contract opportunities to increase engagement and spend. Maintain accurate, up‑to‑date records of all member interactions and contacts in the CRM system. Collaborate cross‑functionally to address member needs and appropriately escalated issues. Outreach & Growth Own a portfolio of member accounts to nurture and grow, both independently and in support of the broader team. Conduct targeted phone outreach campaigns to engage and re‑engage members. Identify and act on opportunities to connect members with supplier offerings, clearly articulating the organization’s value. Support new member onboarding and deliver training so members can effectively navigate the organization’s programs. Represent the organization at member and supplier events, trade shows, and industry meetings. Operations & Continuous Improvement Work in a collaborative, cross‑functional environment where teamwork is critical. Prepare data‑driven reports to support member acquisition and retention strategies. Ensure member‑facing tools, collateral, and resources are current and readily accessible. Identify process‑improvement opportunities and contribute to the development of team best practices. Maintain a continuous‑improvement mindset, regularly seeking ways to enhance the member experience. Qualifications Required 2+ years in a direct customer service or account management role. Comfortable engaging in consultative conversations and communicating organizational value. Demonstrated experience creating and interpreting data reports. Strong analytical and quantitative skills with close attention to detail. Proficient in Microsoft Office Suite; Excel and PowerPoint skills required. Preferred Internal sales experience. Bachelor’s degree in business or a related field. Prior experience in a business‑to‑business (B2B) environment. Spanish language proficiency. #J-18808-Ljbffr FIT Staffing