Member Services Specialist

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.

Responsibilities:

• 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. This includes unloading boxes and restocking items.
• 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.

Qualifications:

Experience and Education:  Administrative/clerical experience with demonstrated interpersonal skills to effectively relate to donors, volunteers, colleagues and senior administrators.   

Communication Skills:  Exceptional telephone and customer service skills.  Strong written and verbal communication skills.

Technological Proficiency:  Demonstrated skill and knowledge of, or ability to learn quickly, technological tools available to DU, including membership databases (Blackbaud CRM) preferred. Microsoft Windows computer environment and Microsoft Office suite (Outlook, Word, Excel) proficiency required.   

Interpersonal Skills:  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.

Reporting and Location:  This position reports to the Manager of Member Services and works from the national headquarters in Memphis, TN.   

Salary and Benefits Package:  Salary commensurate with experience.  We work hard to encourage everyone at Ducks Unlimited to bring their authentic selves to work every day.  DU offers an exceptional benefit package that includes 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); and tuition reimbursement.

Application Instructions: To apply, submit a cover letter indicating why you are interested in the position and a resume highlighting your qualifications. 

Applications will be considered as they are received, and position will remain open until filled.