Specialist, Customer Service - Member Support

Delta Sigma Theta•Washington, DC

About The Position

The Specialist, Customer Service – Member Support serves as the Customer Support Service Center’s subject-matter authority on member records, membership verification, and member-facing policy. Working with considerable independence under the general direction of the CSSC Director, the Specialist interprets the Sorority’s governing documents and policies to resolve complex and escalated member, chapter, and applicant matters; makes determinations on membership status and record discrepancies; and recommends and implements improvements to member support processes, systems, and service standards. The Specialist analyzes service data and trends to inform operational decisions, develops guidance and resources for National Headquarters staff and members, and serves as staff liaison to national bodies on protocol, ritual, and ceremonial matters. While routine inquiries are handled through the Center’s ticketing system, the Specialist is accountable for the quality and consistency of member support and personally resolves the most sensitive and complex cases.

Requirements

Must be a member of Delta Sigma Theta Sorority, Incorporated, with knowledge of the Sorority’s governing documents.
Bachelor’s degree in business administration, liberal arts, or a related field.
Five years of progressively responsible experience in customer service, member services, or operations, including resolving complex escalations and improving service processes.
Excellent verbal and written communication skills.
Strong research and analytical skills, including the ability to interpret policies and governing documents and apply sound, independent judgment.
Strong analytical, planning, organizational, and time management skills.
Initiative and ability to manage priorities and make decisions with minimal supervision.
Experience with customer relationship management (CRM) or ticketing systems, and using data to evaluate performance and recommend improvements.
Ability to work independently, exercise discretion with confidential information, and collaborate effectively across departments.
Ability to communicate effectively with Delta Sigma Theta dignitaries, members, and chapters.
Must be able to travel as necessary for major events where staff participation is required.
Must reside within a 50-mile radius of National Headquarters by the start of work.

Responsibilities

Manage member identification and verification, independently determining membership status and resolving discrepancies in historical member and chapter records while upholding standards for record accuracy, confidentiality, and data integrity.
Resolve complex, sensitive, or high-priority matters from members, chapters, applicants, and the public; research historical records, interpret governing documents and policies, and determine resolutions or recommend courses of action to the CSSC Director.
Evaluate member support workflows, the centralized ticketing system, and Member Portal processes; identify service gaps and recommend and implement policy, procedure, and system improvements.
Develop and maintain knowledge base content, FAQs, response templates, and standard operating procedures; provide guidance and training to CSSC staff and volunteers on member records, Member Portal functionality, and verification policy.
Analyze ticket volume, resolution times, and inquiry trends; prepare reports and recommendations for leadership on service standards, resource planning, and member communications.
Plan and coordinate member support for national conventions, regional conferences, and nationally sponsored events, including online registration support, on-site membership verification, and real-time issue resolution.
Serve as staff liaison to the National Protocol and Traditions Committee and the National Ritual and Ceremonies Commission; advise chapters on protocol, ceremonial matters, and recognition of Delta Sigma Theta dignitaries consistent with Sorority policy.
Research and evaluate tools, technologies, and techniques to strengthen chapter support and member engagement, and recommend their adoption.
Monitor, document, and assess reported misuse or abuse of Sorority rituals, ceremonies, protocols, and traditions; advise leadership and recommend appropriate responses.
Collaborate with National Headquarters departments on cross-functional initiatives affecting member records, systems, and the overall member experience.
Perform other duties at National Headquarters, national conventions, and regional conferences as assigned by the CSSC Director.