Member Services Specialist

Ducks Unlimited-posted 4 months ago
Full-time
Memphis, TN
Religious, Grantmaking, Civic, Professional, and Similar Organizations
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The Member Services Specialist supports the Manager of Member Services in providing exceptional service and support to members, ensuring a positive experience, and fostering long-term relationships. This role involves addressing member inquiries, resolving issues, and assisting with membership-related processes while maintaining a high level of professionalism and accuracy.

  • Respond promptly and professionally to member inquiries via phone, email, interactions, mail, or in person.
  • Answer incoming calls on the main phone line at National Headquarters and direct callers to the appropriate staff member.
  • Assist members with new memberships, renewals, and gift memberships.
  • Engage with members through email in a helpful, understanding, and professional manner.
  • Keep the monthly shipping spreadsheet up to date by managing daily labels and assisting with premium fulfillment.
  • Collaborate with the fulfillment center by reviewing documents, assisting with member requests, and troubleshooting issues as they arise.
  • Update and maintain constituent records in CRM with care to provide the most current and accurate information to support effective communication.
  • Process credit card donations over the phone with care, and initiate refunds when needed in a timely and professional manner.
  • Maintain premium inventory at NHQ, ensuring items are organized, accurate, and ready to support member fulfillment.
  • Manage bimonthly manual magazine pull as well as ship replacements for missing or damaged magazines.
  • Print weekly labels and pull and package premiums located at NHQ, ensuring items are prepared accurately and ready for shipment.
  • Other duties as assigned by leadership.
  • Administrative/clerical experience with demonstrated interpersonal skills to effectively relate to donors, volunteers, colleagues and senior administrators.
  • Exceptional telephone and customer service skills.
  • Strong written and verbal communication skills.
  • Demonstrated skill and knowledge of, or ability to learn quickly, technological tools available to DU, including membership databases (Blackbaud CRM) preferred.
  • Proficiency in Microsoft Windows computer environment and Microsoft Office suite (Outlook, Word, Excel).
  • Detail-oriented, self-motivated, excellent organizational skills, and ability to work independently as well as in a team environment.
  • Commitment to the mission and goals of Ducks Unlimited.
  • Comprehensive group medical, prescription, dental, and vision insurance, including spouse and dependent coverage.
  • Minimum three weeks paid vacation to start.
  • Paid sick leave and 10 paid holidays.
  • 401(k) plan (including partial employer match).
  • Tuition reimbursement.
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