Customer Service Specialist (West Coast)

Construction Financial Management Association (CFMA)•Remote,

4d•$46,800 - $52,000•Remote

About The Position

The Customer Service Specialist plays a key role in delivering exceptional support to CFMA’s members, customers, and partners. This role ensures that every interaction—whether by phone, email, or online chat—reflects CFMA’s commitment to service excellence. The ideal candidate is detail-oriented, tech-savvy, and enjoys helping others navigate programs, memberships, and online resources with ease.

Requirements

Associate’s or Bachelor’s degree preferred, or equivalent experience.
2+ years of customer service or membership support experience (association or nonprofit experience preferred).
Excellent written and verbal communication skills with a friendly and professional demeanor.
Strong organizational and time management skills with attention to detail.
Proficiency in Microsoft Office and experience with CRM or Association Management Systems (such as ACGI).
Ability to work a flexible schedule, including evening hours up to 8:00pm ET
Demonstrated commitment to delivering a high level of service and continuous improvement.
Demonstrates strong initiative and works both independently and collaboratively in a fast-paced environment without the need for close supervision.
Embraces change with a positive attitude and actively contributes ideas for improvement.
Thrives in building new processes and standard operating procedures within a growing team environment.
Applies critical thinking to assess situations and develop effective solutions.
Approaches challenges with a proactive, solution-oriented mindset.

Nice To Haves

Experience leveraging HubSpot for customer service operations
Experience working with nonprofit or membership-based organizations
Background managing or supporting certification programs
Ability to develop and maintain SOPs and workflow documentation

Responsibilities

Serve as the first point of contact for CFMA members, prospects, and customers via phone, email, and online chat (Connection Café).
Provide accurate and timely information related to CFMA membership, renewals, events, online education, and the CCIFP certification program.
Process membership applications, renewals, event registrations, and payments in CFMA’s association management system.
Uphold high standards of accuracy and completeness across all member data
Troubleshoot member access issues, such as login problems, course enrollment, and account updates.
Maintain accurate and organized records of member interactions, ensuring follow-up and resolution in a timely manner.
Collaborate with the Marketing, Education, and IT teams to ensure smooth customer experiences across all CFMA programs and platforms.
Identify trends and recurring issues to recommend process improvements and enhance member satisfaction.
Assist with special projects and outreach initiatives to promote engagement and retention.
Assist in onboarding new members and execution of outreach efforts.
Represent CFMA’s values of professionalism, responsiveness, and member focus in every interaction.