Membership Support Representative
Membership Support Representative
Code: 3B1 Division: Membership & Community Engagement Division Department: Membership Support & Retention Reports To: Head of Member Support & Communications Related Roles: Member Retention Specialist, Engagement & Communications Manager
Role Summary
The Membership Support Representative serves as the primary contact for Built By DAO members, addressing inquiries, resolving issues, and answering questions. This role ensures that members receive timely and accurate support, fostering a positive experience and strengthening their connection to the community. The Membership Support Representative is a key contributor to day-to-day member satisfaction and retention.
Key Responsibilities
Task Group 1: Member Inquiry Management
Respond promptly to member inquiries via email, phone, chat, or other communication channels.
Provide accurate information about Built By DAO’s services, programs, and policies.
Escalate complex issues to relevant departments or leadership as needed.
Task Group 2: Issue Resolution
Diagnose and resolve member concerns, including technical difficulties, account issues, and service complaints.
Follow up with members to ensure issues are fully resolved and satisfaction is achieved.
Maintain a log of recurring issues and recommend solutions for systemic improvements.
Task Group 3: Documentation and Reporting
Maintain detailed records of member interactions, issues, and resolutions in the CRM system.
Generate reports on common inquiries and support trends to inform operational improvements.
Contribute to FAQs and support documentation to proactively address common member concerns.
Task Group 4: Member Engagement
Build positive relationships with members through proactive communication and follow-up.
Collaborate with other teams to relay member feedback and improve overall experience.
Assist in onboarding and retention efforts by addressing new and long-term member needs.
Skills and Qualifications
Required Skills
Strong interpersonal and communication skills for engaging with members.
Problem-solving abilities to address and resolve member concerns effectively.
Organizational skills for tracking and managing multiple inquiries simultaneously.
Preferred Skills
Experience with CRM software and customer support tools.
Familiarity with community-based organizations or membership services.
Qualifications
Bachelor’s degree in Communications, Customer Service, or a related field (or equivalent experience).
Minimum of 2 years of experience in customer support, member services, or a similar role.
Certification in customer service (e.g., CCSP) is a plus.
Performance Metrics
Average response and resolution times for member inquiries.
Member satisfaction scores based on feedback and surveys.
Percentage of recurring issues resolved through proactive measures.
Key Activities
Answer member inquiries with clarity and professionalism.
Document issues and solutions in the CRM system for accurate record-keeping.
Communicate with other teams to ensure seamless member support.
Tools and Resources
CRM and ticketing systems for managing member interactions (e.g., Salesforce, Zendesk).
Knowledge base and FAQs for providing consistent and accurate answers.
Communication platforms for engaging with members and internal teams.
Advancement Path
Promotion to Member Retention Specialist or Engagement & Communications Manager.
Opportunities to specialize in CRM management, technical support, or member engagement strategy.
Work Environment
Office-based or remote, with a focus on consistent communication via digital platforms.
Regular collaboration with membership teams and other divisions to address member needs.
Flexible hours to accommodate member inquiries and support demands.
Supplemental Roles
Membership Support Assistant – 3B1-S1
Summary: The Membership Support Assistant provides administrative support for the Membership Support Representative by managing documentation, tracking inquiries, and assisting with member communication.
Key Tasks:
Log member inquiries and support requests in the CRM system.
Assist with follow-ups and tracking resolution progress.
Update FAQs and support materials to address recurring inquiries.
Skills and Qualifications:
Strong organizational and multitasking skills.
Familiarity with customer support tools or a willingness to learn.
Experience in administrative or support roles is preferred.
Performance Metrics:
Accuracy and timeliness of documentation and follow-ups.
Contribution to reducing resolution times for member inquiries.
Feedback from the Membership Support Representative and members.
Advancement Path:
Promotion to Membership Support Representative or Member Retention Specialist.
Opportunities to specialize in CRM or customer support operations.
Work Environment:
Office-based or remote, with opportunities for virtual member interactions.
Additional Information
The Membership Support Representative ensures that Built By DAO members have access to timely and effective support, fostering satisfaction and engagement. The Membership Support Assistant provides essential support to streamline operations and improve response times, creating a foundation for professional growth in member services.
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