Member Customer Service Associate

URBAN LAND INSTITUTE•Washington, DC

1d•$55,750 - $60,700•Hybrid

About The Position

The Member Customer Service Associate is the team's membership specialist, responsible for keeping ULI's member records accurate and its membership transactions running smoothly. Reporting to the Customer Service Director, Membership Programs, you will process memberships, manage invoices and payments, carry out regular data quality checks, and resolve the issues our Contact Center escalates when they call for a closer look. Most of your day is spent working in our database and communicating by email, with the occasional phone call. You will collaborate closely with District Council staff across the country, Contact Center agents, and colleagues overseas, and you will serve as the main point of contact for public agencies, universities, and vendors on membership and billing questions. This role is a great fit for someone who takes pride in getting the details right. Because a single incorrect membership status or misapplied payment can create problems for members and colleagues alike, we are looking for a person who naturally double-checks their work and follows each task through to completion.

Requirements

One to three years of experience in a membership, account services, billing, or operations support role in which working in a database was a central part of your day.
Hands-on experience working in a CRM or AMS such as Salesforce, HubSpot, NetFORUM, Nimble AMS, Fonteva, or Personify, including updating and troubleshooting records rather than just viewing them.
Strong attention to detail: you check your work, notice when something doesn't add up, and see each task through to the end.
Clear, professional writing skills, since most of your communication will happen over email.
Confident everyday computer skills: organizing files and folders in SharePoint and Outlook, and working comfortably in Excel (sorting, filtering, simple formulas), well beyond basic data entry.
A collaborative, team-first attitude and the confidence to ask questions when something is unclear.
Experience working out what went wrong when a request doesn’t fit the standard process, and fixing it within policy rather than waiting for step-by-step instructions.
Ability to travel two to four times a year and to work extended hours on site at events.

Nice To Haves

Experience handling escalations in a contact center is a plus.
Experience with NetFORUM, Zendesk, or Intacct.
Experience working at a nonprofit, association, or membership organization.
Bachelor's degree.

Responsibilities

Create, update, renew, and cancel individual and group memberships in ULI's database.
Serve as the subject matter expert for public agency and university memberships, whether that means enrolling an agency's staff or registering a group of students for the Fall Meeting.
Keep member profiles and demographic information accurate and up to date.
Manage complimentary membership and registration lists for special programs.
Create and manage invoices in the CRM and process payments, credit card refunds, and receipts.
Track open and partially paid public agency invoices and follow up on overdue balances.
Research unidentified credits and apply them to the correct invoices.
Support processing lockbox payment batches and process departmental vendor invoices in Intacct.
Review and resolve Contact Center escalations each day in Zendesk, following our standard procedures and bringing any exceptions to your manager with a clear recommendation.
Help train Contact Center agents and create documentation they can rely on.
Support colleagues in Asia Pacific and Europe during their busiest periods.
Review records flagged in quality control reports from our IT team, identify what went wrong, and make the necessary corrections.
Complete monthly renewal and weekly accounts receivable quality control checks, along with other data checks as needed.
Report system errors and participate in user acceptance testing for new tools.
Support District Council event setup and registration in the CRM.
Travel two to four times a year to staff the registration desk at ULI's Spring and Fall Meetings and other conferences, helping members check in, pick up badges, and update their registrations.