Manager of Customer Service

KENTUCKY SOCIETY OF ASSOCIATION EXECUTIVES INC; Princeton (NJ); On-site; USD 60,000 - 85,000; Full time

Job summary

A leading organization is seeking a Customer Service Manager to enhance member engagement and oversee customer service operations. The ideal candidate will possess a strong background in customer service management and a passion for supporting members. Responsibilities include developing service policies, managing inquiries, and driving retention efforts through proactive outreach.

Qualifications

• Minimum of 5 years of experience in customer service.
• 1-2 years of coordination or management experience is preferred.
• Strong member-focused mindset required.

Responsibilities

• Develop and implement customer service policies to ensure a high-quality member experience.
• Conduct outreach to at-risk members and address complex concerns.
• Analyze customer service metrics to identify improvement areas.

Skills

Customer service management

Member engagement

Communication skills

Interpersonal skills

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.