Member Services Associate

Fine Arts Museums of San Francisco; San Francisco (CA); Hybrid; USD 37,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Hybrid work arrangement after 6 months

Union pay scale with benefits

Job summary

Fine Arts Museums of San Francisco is seeking a Membership General Full Time Clerical role in San Francisco, CA. The position provides high-touch member service, processes memberships, payments, and inquiries across channels, using Salesforce and Ticketure.

The role offers a union pay scale starting at $27.06/hour, with a 4/1 hybrid schedule after six months, and a benefits package including medical, dental, and vision insurance.

Qualifications

• Bachelor’s degree or equivalent training/experience.
• Two years of customer service experience, nonprofit experience preferred.

Responsibilities

• Provide customer service to members by phone, email, and mail; process new, renewing, upgrading, and gift memberships.
• Use CRM databases to update member information, fulfill benefits, and handle inquiries.
• Coordinate with reception, store staff, and call center to resolve membership payments and errors.
• Explain membership benefits and policies to members and the public.
• Create updated responses and training materials for common questions.

Skills

Excellent communication

Microsoft Office

Google Suite

Salesforce

Ticketure

Customer service

Data confidentiality

Multitasking

Education

Bachelor's degree

Tools

Salesforce

Ticketure

Job description

334100 - Membership General Full Time Clerical San Francisco, CA, US

Salary Range: $27.06 To $36.26 Hourly

Member Services Associates at the Fine Arts Museums of San Francisco are responsible for providing excellent customer service and advancing the Museums’ industry-leading membership program, which supports over 100,000 member households. The staff handles a high volume of diverse requests and is expected to be a resource for all patrons who contact the department. The objective of this position is to provide outstanding and courteous white-glove service, ensure a high level of customer satisfaction, and provide support for the membership department at large.

Typical Duties and Responsibilities:

1. 1. Supports Membership’s multi-channel communications by providing customer service to all members and potential members by phone, email, and mail. Takes phone orders for new, renewing, upgrading, and gift memberships.
2. 2. Uses ticketing and CRM databases (such as Ticketure and Salesforce) to assist members with inquiries, record interactions with members, provide full service ticketing and membership sales, update member contact information, and fulfill benefits.
3. 3. Coordinates with internal receptionists, museum store staff, off-site call center agents to research and resolve problems with membership payments, inquiries, and errors. Coordinates with the Data Services team to ensure correct processing and application of gifts, record information, and complete membership adjustments as needed.
4. 4. Disseminates up-to-date and helpful information via phone about membership benefits, exhibitions, events, promotions, and policies to members and the public.
5. 5. Composes accurate and informative written communications regarding membership benefits, exhibitions, events, promotions, and policies to members and the public.
6. 6. Identifies frequently asked questions over phone and email and creates replies to existing scripts and training materials to keep membership knowledge base relevant.
7. 7. Coordinates with internal teams and external vendors to verify and reconcile payments between Data Services, Membership, and Accounting. Follows up on duplicate payments, underpayments, charge backs or other transaction errors to rectify any payment issues with members.
8. 8. Sells gift memberships, prepares gift membership packets, and fulfills requests for complimentary memberships using membership transaction systems. Assists with other Membership and Development department mailings as needed.
9. 9. Supports membership revenue goals and stewardship strategies, including but not limited to thank-you campaigns, membership upgrades, purchases, renewals, and museum fund gifts.
10. 10. Compiles, tracks, and reports Member Services activities to the Membership Supervisor to help track workload, identify areas of success, and areas where improvements can be made.
11. 11. Maintains customer service files and performs other filing duties. Maintains office supplies and collateral for the Membership department by taking inventory and ordering restock as needed.
12. 12. Provides assistance with user acceptance testing and implementation support with Ticketure, Salesforce, and other new systems as needed. Logs tickets and trouble shoots issues with Data Information Services, IT, and Ticketure.
13. 13. Supports the ongoing analysis of current and industry standards for membership benefits, events, and communications; and offers insights for improvements.
14. 14. Supports cross-departmental initiatives and works collaboratively with various internal stakeholders and departments to increase the effectiveness of membership initiatives and awareness throughout the institution.
15. 15. Resolve high-touch calls and cases forwarded by call center agents, Receptionist, and Visitor Experience, intelligently and empathetically; as needed, with support from the Membership Supervisor.
16. 16. Proactively works on administrative tasks to keep membership calendars and goals up to date on project management platforms.
17. 17. Support membership and development events.
18. 18. Performs other duties as assigned.

Minimum Qualifications:

Education: A Bachelor’s degree from an accredited college or university OR an equal combination of training and experience.

Work Experience: Must have two years of customer service experience, preferably at a non-profit.

Skills and Abilities:

• Excellent communication skills, both written and over the phone. Ability to communicate complex information over the phone in a clear and concise way.
• Knowledge of standard office equipment, Microsoft Office, and Google Suite.
• Experience with project management platforms and ticketing systems; knowledge of Salesforce and/or Ticketure is preferred.
• Ability to work on a computer on a continuous, daily basis.
• Strong motivation, follow-through, problem-solving, and administrative skills.
• Ability to maintain confidentiality of members’ personal and financial information, a professional presence, accuracy, and attention to detail.
• Capacity and organizational ability to work in a fast-paced, diverse, multi-tasked environment. Ability to manage multiple work processes and projects simultaneously, and the ability to be receptive to changing priorities.
• Must be able to work nights and weekends as required for events and extended exhibition hours.

Additional:

COFAM is committed to advancing career opportunities for a diverse pool of qualified and capable talent, centering equity and inclusion across all aspects of our recruitment strategy.

The starting rate for this role is $27.06 per hour. This rate is step 1 of a 7 step union pay scale.

This Union role is eligible for the Museums' benefits package, including medical, dental, and vision insurance plus a generous time off package.

A hybrid schedule for this position will be 4 days onsite and 1 day remote, eligible after the first 6 months.

Application Deadline:

November 5, 2026 (9pm PST)

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HumanResources @famsf. org.

COFAM is the Corporation of Fine Arts Museums and is the privately funded non-profit corporation which supports the Fine Arts Museums of San Francisco, a department of the City and County of San Francisco.

COFAM is proud to be an equal opportunity employer and is committed to a policy of nondiscrimination in all phases of employment in accordance with all federal, state, and local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Comprising the de Young Museum in Golden Gate Park and the Legion of Honor in Lincoln Park, we are the largest public arts institution in the City of San Francisco and one of the largest art museums in the United States. The de Young, designed by Herzog & de Meuron and located in Golden Gate Park, showcases American art from the 17th through the 21st centuries, international contemporary art, textiles and costumes, and art from the Americas, the Pacific, and Africa. The Legion of Honor displays a collection of over 4,000 years of ancient and European art including Auguste Rodin's The Thinker and houses the Achenbach Foundation for Graphic Arts in a Beaux-Arts style building overlooking Lincoln Park and the Golden Gate Bridge.