Sr. Membership Specialist

Fs-Isac • Reston, VA

6d • Hybrid

About The Position

The Senior Membership Specialist is responsible for supporting the organization’s members through the service desk and digital support channels while ensuring a seamless and efficient member experience. This role serves as the central point of coordination for member inquiries, requests, and support needs, connecting members to the appropriate services, resources, benefits, and internal teams. The Senior Membership Specialist develops extensive knowledge of the organization’s programs, services, policies, and processes to provide accurate and timely assistance. This role is responsible for maintaining the integrity, accuracy, and completeness of member data across Salesforce and other member information systems. Through effective case management, data stewardship, and operational support, this position contributes to member satisfaction, operational excellence, and organizational effectiveness.

Requirements

• Minimum of four years of experience in membership operations, customer support, customer service operations, customer relationship management (CRM) administration required in a non-profit organization highly desirable.
• Demonstrated experience using Salesforce as a primary CRM platform.
• Experience managing and maintaining data quality within CRM systems.
• Experience working within a ticketing system or service desk environment.
• Strong Salesforce knowledge, including record management, reporting, dashboards, and data management.
• Excellent attention to detail and commitment to data accuracy.
• Strong verbal and written communication and customer service skills.
• Independently identifies potential problems in member services process; effectively communicates issues to team; offers problem solving input.
• Ability to establish effective partnerships across departments, communicate openly, and work collaboratively to resolve issues and deliver exceptional service to members.
• Ability to manage multiple priorities and deadlines.
• Ability to learn complex products, services, and internal processes quickly.
• Salesforce
• Microsoft Office applications, particularly Excel, PowerPoint, and Word

Nice To Haves

• Bachelor’s degree in business or related field is preferred.
• in a non-profit organization highly desirable.

Responsibilities

• Manage and respond to member inquiries received through the service desk, member portal, email, and other digital support channels.
• Route member requests to appropriate internal teams and monitor progress through resolution.
• Provide information regarding membership benefits, programs, services, events, and resources.
• Ensure timely and accurate handling of support tickets in accordance with service-level expectations.
• Track, monitor, and report on member support requests and resolution trends.
• Identify recurring member issues and recommend process improvements.
• Develop subject matter expertise in organizational services, programs, systems, and internal processes.
• Maintain documentation, procedures, and knowledge-based resources to support consistent service delivery.
• Collaborate with internal stakeholders to ensure efficient fulfillment of member requests.
• Maintain accurate and complete member records within Salesforce and related systems.
• Perform data entry, validation, auditing, cleansing, and quality control activities.
• Identify and resolve data discrepancies, duplicates, and incomplete records.
• Support data governance practices and maintain established data quality standards.
• Generate reports, dashboards, and operational metrics to support membership activities.
• Assist with Salesforce process improvements, workflows, and end user support.

Benefits

• Medical, dental, vision, life insurance, disability coverage and accident insurance, 401(k) with employer match, paid time off, paid holidays, parental leave, along with other types of leave, and professional development opportunities.
• Other incentives may be available based on position level.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level