Customer Service Manager

1 week ago

Arlington, Virginia, United States National Automatic Merchandising Association Full time
About the Role

We are seeking a highly motivated and customer-focused professional to join our team as a Customer Service Manager. As a key member of our Member Engagement department, you will be responsible for providing exceptional service to our current and prospective members, effectively communicating our value proposition, and identifying areas to improve member experience.

Key Responsibilities
  • Member Renewals and Engagement
    • Support department efforts in member renewals, engagement, and recruitment, including membership marketing campaigns.
    • Become well-acquainted with our programs and services to play an active role in member outreach, confidently connecting with existing and potential members to resolve customer service inquiries and communicate our value proposition.
  • Member Data Management
    • Maintain member data in our database to ensure accuracy and completeness of member information.
    • Constantly consider ways to improve data integrity and processes, serving as a resource for staff.
  • Marketing and Communications
    • Assist in the development of department's marketing and communications, as well as developing membership content for various platforms.
    • Lead the annual Membership Directory effort, one of the most valued benefits for our members.
  • Reporting and Analysis
    • Ensure consistent and accurate membership reports are created and shared.
    • Initiate discussions of successes and/or concerns based on data.
  • Membership Growth and Development
    • Lead discussion and exploration of membership issues and best practices that allow us to grow and develop membership.
  • Travel and Professional Development
    • Opportunity to travel for various membership initiatives throughout the year.
Requirements
  • Education and Experience
    • Bachelor's degree required.
    • Ability to be a quick study on membership database platform. Familiarity with iMIS and/or Smartsheet is a plus.
  • Personal Skills and Competencies
    • Results-driven individual who takes initiative and can work independently, but also is able to work effectively as a team member.
    • Ability to juggle multiple projects, meet deadlines, and problem-solve.
    • Exhibits a commitment to excellence in member service and to the goals and values of our organization.
    • Ability to deal effectively and tactfully with a wide variety of individuals.
    • Effective problem-solving, time management, and organization skills.
    • Ability to proactively identify issues, generate recommendations, and implement solutions.
    • Motivated team player with a desire to learn and grow.
    • Excellent organizational skills and keen attention to detail; ability to handle multiple tasks simultaneously and balance competing priorities.

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