Specialist, Customer Service - Member Support

Description

The following statements are meant to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Position Purpose and Summary

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 the guidance and resources used by 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. 

Duties and Responsibilities

• Manages the member identification and verification function, exercising independent judgment to determine membership status and resolve discrepancies in historical member and chapter records; establishes and upholds standards for record accuracy, confidentiality, and data integrity.
• Serves as the escalation point for complex, sensitive, or high-priority matters from members, chapters, applicants, and the public; researches historical records, interprets governing documents and policies, and determines appropriate resolutions or recommends courses of action to the CSSC Director.
• Evaluates member support workflows, the centralized ticketing system, and Member Portal processes; identifies service gaps and recommends and implements policy, procedure, and system improvements that increase efficiency and member satisfaction.
• Develops and maintains knowledge base content, FAQs, response templates, and standard operating procedures; provides guidance and training to CSSC staff and volunteers on member records, Member Portal functionality, and verification policy.
• Analyzes ticket volume, resolution times, and inquiry trends; prepares reports and recommendations for leadership that inform service standards, resource planning, and member communications.
• Plans and coordinates member support for national conventions, regional conferences, and nationally sponsored events, including online registration support, on-site membership verification procedures, and real-time issue resolution.
• Serves as staff liaison to the National Protocol and Traditions Committee and the National Ritual and Ceremonies Commission; advises chapters on protocol, ceremonial matters, and the respect and recognition of Delta Sigma Theta dignitaries consistent with Sorority policy.
• Researches and evaluates new tools, technologies, and techniques to strengthen chapter support and member engagement, and makes recommendations for their adoption.
• Monitors, documents, and assesses reported misuse or abuse of the Sorority’s ritual, ceremonies, protocols, and traditions; advises leadership on the matters and recommends appropriate responses.
• Collaborates with other National Headquarters departments on cross-functional initiatives affecting member records, systems, and the overall member experience.
• Performs other duties at National Headquarters, national conventions, and regional conferences as assigned by the CSSC Director.

Minimum Qualifications (Knowledge, Skills, & Abilities)

• Member of Delta Sigma Theta Sorority, Incorporated, with knowledge of the Sorority’s governing documents.
• Bachelor’s degree in business administration, liberal arts, or related field.
• Five (5) 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.
• Demonstrated initiative and ability to manage priorities and make decisions with minimal supervision.
• Experience with customer relationship management (CRM) or ticketing systems, and with using data to evaluate performance and recommend improvements.
• Ability to work independently, exercise discretion with confidential information, and collaborate effectively across departments.
• Demonstrated ability to effectively communicate with Delta Sigma Theta dignitaries, members, and chapters.
• Must be able to travel as necessary for major events where staff participation is required.
• Relocation assistance is not available. Must reside within a 50-mile radius of National Headquarters by the start of work.

Americans with Disabilities Act (ADA) Compliance

The ADA prohibits discrimination against people with disabilities in employment, transportation, public accommodation, communications and governmental activities. The ADA also prohibits discrimination against qualified individuals with disabilities in job application procedures, hiring, firing, advancement, compensation, job training and other terms, conditions and privileges of employment. Delta Sigma Theta Sorority, Inc., is an equal opportunity employer.

Benefits

Medical, dental, vision, disability, and life insurances, 401(k) retirement, and paid leave

FLSA Classification and Expected Work Hours

Exempt, Full-time (40 hours/week)

Salary Description

$65,000 - $75,000