Customer Service Specialist/Membership Support

Job Description

Job Description

MEMBERSHIP SUPPORT SPECIALIST

This position plays a key role in supporting membership engagement and member service initiatives while helping ensure exceptional member experience. The successful candidate will serve as a primary point of contact for members, maintain accurate membership records, and collaborate with staff and volunteer leaders to strengthen the value of membership.

Primary Responsibility:

The Membership Support Specialist serves as a first-line member contact for member and guest inquiries in person, by phone, and the ticketing system. This position will provide successful support for the front desk, store sales, electronic lockbox sales and support, membership record administration, billing inquiries and new member processing.

Specific Responsibilities:

• Answers inquiries from members and internal teams relating to membership & billing, member changes, member benefits, application inquiries, dues assessment, technology fees and Indiana licensure requirements applicable for membership.
• Ensures member compliance with MIBOR policy requirements such as maintaining an active license, brokerage rosters, and educational requirements. Updates member records accordingly.
• Processes Member Transfer and Membership Termination (Drop) requests, Reinstatement Applications, and New Member Applications.
• Performs general billing and administrative functions for internal departments, members, special projects, audits, and events.
• Serves intermittently as front desk receptionist or membership host to new member socials and events, welcoming members to the association, explaining the benefits of their membership and gathering all relevant giveaway materials to ensure a positive onboarding experience.
• Partners with team members for audits and updates membership records accordingly including but not limited to NAR educational requirements, real estate broker and appraisal license renewal cycles.
• Creates and edits invoices; responds to billing inquiries; troubleshoots billing and payment issues; ensures billing rates and member records are up to date and accurate.
• Contribute to department’s team effort by accomplishing related results as needed.
• Special projects at the request of Membership + Billing Supervisor, VP of Administration and other Leadership.

Competencies

• Experience in customer service
• Exhibits a professional countenance and demeanor 
• Ability to effectively serve all members - adjusting for various personality types 
• Excellent communication skills; written, verbal, and listening 
• Can work effectively independently or within a team
• Diplomacy and confidentiality; proper phone etiquette. 
• Organized and detail oriented 
• Stress management/composure
• Adaptive to change 
• Technical capacity/MS Office applications, membership management software, and all in-house communications tools 
• Able to handle multiple tasks simultaneously 
• Ability to sustain upbeat attitude toward members
• Can subscribe to MIBOR Values: Service, Excellence, Integrity, Collaboration and Family 
• Customer service experience required 
• Analytical thinking skills and ability to prioritize