Manager of Customer Service

Tennessee Society of Association Executives; Princeton (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading organization in association management seeks a Customer Service Manager to oversee customer service operations for membership, certification, and education programs. The ideal candidate will have extensive experience in customer service management within a membership organization and will drive member engagement and retention through high-quality support and proactive outreach.

Qualifications

• Minimum 5 years experience in customer service.
• 1-2 years coordination or management experience preferred.
• Experience with membership associations is a plus.

Responsibilities

• Oversee customer service operations for membership and education programs.
• Develop and enhance customer service policies for a high-quality member experience.
• Conduct outreach to members to ensure retention.

Skills

Communication

Interpersonal Skills

Customer Service Management

Member Focused Mindset

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Tools

Microsoft Office Suite

ACGI’s Association Anywhere

Certelligence platforms

Job description

Position Overview:

The Customer Service Manager will oversee the customer service operations related to membership, certification, and education programs while also playing a key role in member engagement and retention. This role ensures that CFMA members receive exceptional service, timely support, and proactive outreach to enhance their overall experience. The ideal candidate has a strong background in customer service management, experience working within a membership-based organization, and a passion for building strong member relationships and delivering high-quality support.

Key Responsibilities:

Customer Service & Member Support:
• Develop, implement, and enhance customer service policies, procedures, and best practices to ensure high-quality member experience.
• Oversee member inquiries related to membership, certification, and education programs, ensuring prompt and accurate responses.
• Work autonomously to address and resolve complex member concerns and escalations with a solutions-oriented approach.
• Maintain an up-to-date knowledge of all member benefits, services, and organizational goals to effectively communicate them to members.
• Monitor and analyze customer service metrics to identify trends and areas for improvement.
• Maintain and optimize the association’s customer support systems to improve efficiency and reporting.
• Stay current on industry trends and best practices in customer service, membership engagement, and certification support.

Member Engagement & Communication:
• Serve as the primary point of contact for member inquiries, providing timely and professional responses.
• Conduct outreach to at-risk members through personalized emails, phone calls, and surveys to understand challenges and ensure retention.
• Collaborate with internal teams, including membership, certification, and education departments, to streamline processes and enhance member support.

Data Analysis & Reporting:
• Track and analyze membership trends, including renewal rates, feedback, and engagement metrics.
• Prepare reports on customer service performance and provide recommendations for improvements to leadership.
• Utilize membership management software to monitor member interactions and engagement.

Qualifications
• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Minimum of 5 years of experience in customer service, with 1-2 years of coordination or management experience within a customer service function. Membership association experience is a plus.
• Excellent communication and interpersonal skills with a strong member-focused mindset.
• Proficiency in Microsoft Office Suite.
• Experience with ACGI’s Association Anywhere and/or Certelligence platforms is a plus.