Summary

The Member Services Representative (MSR) - Membership is responsible for providing exceptional customer service and administrative support to members, affiliated associations, and prospective members. This position serves as a primary point of contact for membership inquiries, renewals, benefits, affiliate relations, and database management. The MSR works collaboratively with staff and volunteers to enhance member engagement, support retention efforts, and ensure accurate membership records.

Role and Responsibilities

Act as the primary point of contact for members of an organization. Their key responsibilities include:

• Answering member questions and providing information about products, events, or services.
• Handling complaints, resolving issues, and ensuring member satisfaction.
• Processing applications, membership renewals, conference registrations, and updating member records.
• Billing membership renewals.
• Assisting and initiating membership retention initiatives.
• Cross-selling or promoting additional services that benefit members.
• Collaborating with other departments, such as billing or technical support, to resolve member concerns.
• Staying informed about organizational policies, procedures, and offerings to provide accurate guidance.
• Presenting new member orientation.

Affiliate

• Serve as a liaison between NALA and affiliated associations.
• Maintain affiliate records, contact information, and documentation.
• Respond to affiliate inquiries regarding benefits, requirements, programs, and resources.
• Assist with affiliate renewals, reporting, and annual documentation.
• Support affiliate leadership communications and engagement initiatives.

All other duties as assigned.

Required Skills and Qualifications

To succeed as a membership support representative, candidates typically need:

• A high school diploma or equivalent.
• Strong communication and interpersonal skills to interact effectively with members.
• Problem-solving abilities to address member issues efficiently.
• Familiarity with basic computer applications and data management systems. Proficient in Microsoft Suite including Excel spreadsheet database management and report generation.
• Experience in membership, customer service, sales, or a related field is preferred.

Working Relationships and Scope:

Reports directly to the Membership Manager. Works closely with the other MSRs on all aspects of the membership. Does not supervise others.

Performance Dimensions:

Integrity and honesty, along with the ability to gain the trust and respect of the CEO, the Board of Directors, and all associates in this visible position. Quality, accuracy, timeliness, and thoroughness of work performed adherence to contract agreements; ability to communicate effectively and develop good working relationships with others; provision of and responsiveness to the information needs of managers and co-workers; and soundness of business decisions made. Must be a creative thinker who likes challenges and is willing to help grow the association.

Knowledge, Skills and Abilities:

High school diploma or GED required. Must be able to efficiently and effectively use technology to enhance the brand image of the association; exercise good business judgment in making decisions with the long-term best interest of the business in mind; deal effectively and cordially with a wide variety of people and situations, both pleasant and unpleasant; communicate effectively verbally and in writing; deal effectively with time pressures, stress and rapid change. Must be professional in appearance and demeanor.

Working Conditions:

Work is performed mainly in an office environment and remote access with minimal exposure to injury. Work hours are normally Monday through Friday and will usually average 37.5 hours a week.  Some unscheduled evening and weekend work will be required due to unexpected situations.

Acknowledgement:

This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by the CEO. All requirements are subject to change over time and to possible modification to reasonably accommodate individuals with a disability.

High school diploma or GED required. Must be able to efficiently and effectively use technology to enhance the brand image of the association; exercise good business judgment in making decisions with the long-term best interest of the business in mind; deal effectively and cordially with a wide variety of people and situations, both pleasant and unpleasant; communicate effectively verbally and in writing; deal effectively with time pressures, stress and rapid change. Must be professional in appearance and demeanor.