Customer Service Specialist

Pheasants Forever•Saint Paul, MN

22h•Hybrid

About The Position

The Customer Service Specialist serves as a frontline ambassador for Pheasants Forever and Quail Forever, delivering high-quality service to members, donors, chapter volunteers, and supporters. This role is responsible for responding to inbound phone and email inquiries, resolving membership-related issues, and ensuring accurate, timely updates within the organization’s CRM system. This position plays a key role in creating a positive and consistent member experience by providing clear communication, accurate support, and dependable follow-through while supporting the day-to-day operations of the Membership & Annual Giving team.

Requirements

High school diploma or equivalent required; post-secondary coursework or degree preferred.
Minimum of 3 years of experience in customer service, member services, call center, or support-related role.
Strong communication skills with the ability to engage with diverse audiences.
Comfort working with databases or CRM systems and ability to learn new tools and processes quickly.
Strong attention to detail, organization, and follow-through.
Ability to manage multiple tasks and maintain service quality in a fast-paced environment.

Nice To Haves

Interest in conservation, wildlife, or mission-driven organizations.
Experience working in a nonprofit, membership-based, or customer-facing organization.
Familiarity with Microsoft Dynamics 365 CRM systems or comparable system

Responsibilities

Provide timely, professional support via phone and email to members, donors, supporters, chapter volunteers, and internal partners.
Respond to member and donor inquiries, including profile updates, order issues, AutoPay questions, cancellations, and account support.
Support AutoPay and other recurring giving programs by processing payment updates and renewals and resolving related issues.
Conduct outbound follow-up as needed to resolve inquiries, benefit questions, and fulfillment issues.
Maintain accurate member and donor records in Microsoft Dynamics 365 (CRM) system to ensure data integrity and continuity of service.
Use CRM and other tools to research and resolve requests and document outcomes.
Identify recurring service trends and share feedback with supervisors to support process improvements and workflow updates.
Follow established workflows and use templates and knowledge resources to deliver consistent service and reduce rework.
Support the Membership & Annual Giving team with periodic operational tasks and special projects as assigned.
Resolve Elite and other premium membership benefit or fulfillment needs by providing status updates, coordinating with internal teams or vendors, and closing items promptly.
Provide customer service support at select national events, including staffing membership booths and assisting event attendees as needed.
Provide additional coverage during peak periods (e.g., campaigns, website changes, seasonal volume) to maintain service levels and response times.
Collaborate with team members and internal partners to support department priorities and organizational initiatives.