Member Care & Success Specialist (Hybrid)

American Retirement Association; Arlington (VA); Hybrid; USD 40,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Hybrid workplace

Job summary

The American Retirement Association is seeking a Customer Care Coordinator to serve members and customers, answering questions, fixing problems, and helping them get the most from our offerings. This role emphasizes strong communication, organization, and a customer-first mindset.

Hybrid work is available: on-site Arlington, VA 3+ days/week, with remote options. Full-time, non-exempt, reports to the Director of Customer Care, and opportunities to collaborate across departments.

Qualifications

• 1–3 years of customer service experience in a professional setting.
• A bachelor's degree or equivalent work experience.
• Strong communication and relationship-building skills, with a warm, professional manner.
• Good organization and time management, and the ability to juggle several priorities at once.
• A knack for analyzing and solving problems.
• Comfort with Salesforce CRM, Microsoft Office, and virtual meeting and messaging platforms. You should also be open to learning new tools, including AI-powered ones.
• Experience at a membership organization, nonprofit, or trade or professional association.

Responsibilities

• Handle incoming questions by phone, email, and live chat, giving quick and accurate answers.
• Process account changes and keep customer records complete and current in our Salesforce CRM.
• Help members understand the programs, services, and benefits open to them, and show them how to use them.
• Work with colleagues in other departments to solve customer problems. Pass tougher issues to leadership when needed.
• Log and track customer interactions so the team can spot patterns and common requests.
• Share recurring feedback and frequent questions with leadership to help improve our service and communications.
• Meet team service standards for response speed, time to resolution, and resolving issues on the first contact.

Skills

Customer service

Communication

Time management

Organizational skills

Problem solving

Salesforce

Microsoft Office

Virtual meetings

AI tools

Nonprofit experience

Education

Bachelor's degree or equivalent

Tools

Salesforce CRM

Microsoft Office

Virtual meeting platforms

AI-powered tools

Job description

The American Retirement Association is seeking a Customer Care Coordinator to serve members and customers, answering questions, fixing problems, and helping them get the most from our offerings. This role emphasizes strong communication, organization, and a customer-first mindset.

Hybrid work is available: on-site Arlington, VA 3+ days/week, with remote options. Full-time, non-exempt, reports to the Director of Customer Care, and opportunities to collaborate across departments.