Member Services Associate

Richmond Association of REALTORS®; Richmond (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

Richmond Association of REALTORS® seeks a Member Services Associate to serve as the primary contact for members, MLS users, visitors, and the public. You will support daily member service operations, respond to inquiries, assist with membership transactions, and help ensure clear, timely information with a service mindset.

The role emphasizes professionalism, attention to detail, and strong follow-through, aligned with RAR’s commitment to care.

Qualifications

• Associate degree or equivalent combination of education and experience.
• At least two years of customer service, administrative support, member services, association support, retail, hospitality, or related experience.
• Experience responding to customer, client, member, or public inquiries in person, by phone, and in writing.
• Ability to read, understand, and apply routine policies, procedures, documents, and correspondence.
• Experience using Microsoft Office and general computer systems.

Responsibilities

• Serve as a primary contact for members, users, visitors, and the public in person, by phone, email, and through the helpdesk ticketing system.
• Respond to routine inquiries related to membership, policies, dues and fees, education requirements, courses, and MLS services.
• Support membership and subscription updates, and process membership related transactions.
• Provide accurate, timely, and professional follow-up to members and internal staff to support a positive service experience.
• Maintain working knowledge of lockbox policies, inventory, technology support processes, and user troubleshooting steps.
• Support on-site course delivery, including class rosters, classroom setup, and tech setup.
• Provide coverage for member-accessible areas, including the lobby desk and REALTOR Store, as needed.
• Support REALTOR Store operations by assisting with inventory, sales, returns, and questions.
• Gather, organize, and review membership database information for monthly audits and reports.
• Develop and maintain member and subscriber communication resources, templates, job aids, or reference materials.

Skills

Customer service

Verbal communication

Written communication

Organization

Time management

Independence

Problem solving

Learning new software

Education

Associate degree

Tools

Microsoft Office

Membership database

Ticketing system

Job description

The Member Services Associate serves as a primary service contact for association members, and multiple listing service users, visitors, and the public. This role supports daily member service operations, responds to inquiries, assists with membership transactions, provides operational support, and helps ensure members receive clear, timely, and helpful information. The role requires professionalism, strong follow-through, attention to detail, and a service mindset aligned with RAR’s commitment to serve with care.

Key Responsibilities

• Serve as a primary contact for members, users, visitors, and the public in person, by phone, email, and through the helpdesk ticketing system. Maintain working knowledge of policies and staff-specific functions to answer questions accurately or direct inquiries to the appropriate resource.
• Respond to routine inquiries related to membership, policies, dues and fees, education requirements, courses, retail operations, programming, Association services, and MLS services.
• Support membership and subscription updates, and process membership related transactions.
• Provide accurate, timely, and professional follow-up to members and internal staff to support a positive service experience, and collaborate with the team to improve service quality, consistency, and member satisfaction.
• Maintain working knowledge of lockbox policies, inventory, technology support processes, and user troubleshooting steps, and support lockbox inventory administration, user assistance, and coordination with the lockbox technology partner as needed.
• Support on-site course delivery, including class rosters, classroom setup, technology setup, tear-down, instructor and sponsor support, and class introductions.
• Provide coverage for member-accessible areas, including the lobby desk and REALTOR® Store, as needed.
• Support REALTOR® Store operations by assisting with inventory, sales, returns, and member or visitor questions.
• Gather, organize, and review membership database information for monthly audits, reports, and service-related follow-up.
• Develop and maintain member and subscriber communication resources, templates, job aids, or reference materials.Identify routine service issues, recurring member questions, or process gaps and share opportunities for improvement with the supervisor or team.

Minimum Qualifications

• Associate degree or equivalent combination of education and experience.
• At least two years of customer service, administrative support, member services, association support, retail, hospitality, or related experience.
• Experience responding to customer, client, member, or public inquiries in person, by phone, and in writing.
• Ability to read, understand, and apply routine policies, procedures, documents, and correspondence.
• Experience using Microsoft Office and general computer systems.

Knowledge, Skills, and Abilities

• Strong customer service skills with a friendly, professional, and solutions-oriented approach.
• Clear verbal and written communication skills.
• Strong organization, time management, follow-through, and attention to detail.
• Ability to manage routine inquiries, transactions, and service requests accurately and efficiently.
• Ability to work independently while contributing to a team-based service environment.
• Ability to remain calm, respectful, and professional when supporting members, visitors, and staff.
• Comfort learning membership databases, ticketing systems, lockbox technology, retail systems, and other service tools.
• Ability to identify when questions or concerns should be escalated to a supervisor or appropriate team member.

Working Conditions / Physical Requirements

• Primarily on-site role with remote flexibility based on coverage needs and prior supervisor approval.
• Work is generally performed in an office environment with moderate noise levels and regular member, visitor, and staff interaction.
• Requires prolonged periods of sitting, computer use, phone use, reading, writing, and in-person service support.
• May provide coverage at the lobby desk, REALTOR® Store, classrooms, meetings, or events.
• May occasionally lift or carry light materials, printed items, store inventory, classroom supplies, or event materials up to approximately 20 pounds.
• May occasionally work outside normal business hours, including early mornings, evenings, or weekends, based on courses, events, coverage, or operational needs.
• Must communicate clearly in person, by phone, virtually, and in writing with internal and external stakeholders.
• Travel Requirements: Limited travel may be required (Occasional local or regional travel may be required for training, industry updates, meetings, or member service support).

Equal Employment Opportunity Statement

RAR is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

Compensation

Competitive compensation will be commensurate with experience and qualifications. The expected salary range is $40,000 – 60,000.