Member Services Concierge

The Member Services Concierge serves as the primary frontline support resource for members and prospective members. This role delivers timely, accurate, and friendly assistance related to membership, renewals, account access, and event registration. The position also provides light administrative and logistical support for leadership committees as needed.

ESSENTIAL RESPONSIBILITIES

Member Communications, Email Inbox, Membership Dues & Registration Support

• Monitor and respond to member inquiries via email, phone, and Microsoft Teams provide timely, accurate, and friendly service. Manage the membership@nirsa.org and nirsa@nirsa.org inboxes.  
• Serve as the first point of contact for questions related to membership, renewals, benefits, and account access; independently resolve issues when possible and coordinate with staff for items requiring escalation.
• Support event registration by assisting members with navigating the registration system, processing payments, locating confirmations and invoices, and troubleshooting common challenges.

• Partner with Data & Accounting Manager to assist with event registration tasks as needed.
• Document all member interactions in the association management system (iMIS).
• Develop and maintain proficiency in iMIS, including data entry, account updates, and basic troubleshooting.
• Identify common questions and recurring issues; recommend improvements to workflows, email templates, FAQs, and training materials to enhance the member experience.

Additional Responsibilities

• Participate in team meetings and training to remain current on membership policies, systems, and events.
• Some travel 1-2 times per year may be required. 

MINIMUM QUALIFICATIONS AND EXPERIENCE

Required:

• High school diploma or GED or 2-3 years of experience in association operations, customer service, or administrative support in a member-centric association.
• Strong customer service orientation. Delivers warm, friendly, and patient customer service while representing the organization professionally and building rapport quickly.
• Communicates clearly across email, phone, and Teams, translating technical issues into simple, member friendly language.
• Stays highly organized by managing multiple inboxes, tracking inquiries, and documenting details accurately.
• Solves common membership and registration issues independently and uses sound judgment about when to escalate.
• Learns systems quickly, navigates AMS tools confidently, and adapts easily to new processes or software updates.
• Remains calm under pressure, prioritizes effectively during high inquiry volume, and consistently contributes a positive, member-centric experience.
• Works effectively in a fully remote environment by staying connected, communicating proactively, and participating actively with the team.
• High attention to detail and accuracy regarding transactions and documentation.
• Highly collaborative and team-oriented personality.
• Excellent communication skills, both written and oral.
• Ability to establish and maintain effective working relationships with staff and members in a remote environment.
• Strong general computer skills, including competence with MS Word, Excel and Teams.

Preferred:

• Associates degree in communications, psychology, or similar fields beneficial to nonprofit membership management, and/or certification(s) in customer service, nonprofit management, or similar.
• CRM / AMS software proficiency, preferably iMIS