Job Posting: Constituent Service Representative

Vacancy Announcement – May 25, 2013

Position Location: Baltimore, MD
Travel: Minimal

Summary:
Founded in 1909, the NAACP is the nation's oldest and largest civil rights organization. Its members throughout the United States and the world are the premier advocates for civil rights in their communities, conducting voter mobilization and monitoring equal opportunity in the public and private sectors.

Summary of Duties:
Under the direction of the Manager, Constituent Services, the Constituent Services Representative has primary responsibility for constituent customer service including telephone inquiries, internal and external referrals, data entry, correspondence and fulfillment. The Constituent Services Representative works as part of a Membership and Constituent Services team which is charged with providing a superior experience for members and constituents with confidentiality, professionalism and the highest quality of service. Constituent Services Representatives serve as the primary back-up for Member Service Assistants.

  • The position requires a high level of proficiency in typing, computer skills, verbal communication and a thorough working knowledge of constituent service systems and procedures. Duties and responsibilities include, but are not limited to the following:
  • Staff NAACP national “switchboard” managing telephone inquiries as well as internal and external referrals for service and information. Assist in managing in-person inquiries for service and information.
  • Review, stamp and organize constituent correspondence. Maintain physical correspondence filing system as well as digital tracking system.
  • Assist in the coordination and execution of unit mailings as well as the fulfillment of request for materials from units and constituents.
  • Generate reports regarding constituent service activities.
  • Participate in training on new systems, software and procedures on an as-needed basis.
  • Assist in the training of Member Service staff on the use of constituent service systems and procedures.
  • Participate in cross-training on systems and procedures for Member Service.
  • Serve as primary back-up for Member Service Representatives.
  • Administer general office duties as assigned by Manager of Constituent Services or designee.

Qualifications:
The ideal candidate for this position will possess many, if not all, of the following professional qualifications, competencies and personal qualities:

  • Familiarity with the nonprofit advocacy sector
  • High school diploma or equivalent
  • Minimum 5 years of administrative experience
  • Well organized with strong professional, interpersonal and multi-tasking skills
  • Ability to handle and respect confidential information
  • Excellent communication (including written and oral) skills
  • Proficient in using MS Office applications such as Word, Excel, PowerPoint, Publisher and Access
  • Ability to manage multiple assignments while being detail oriented and flexible
  • Flexibility to work beyond regular core business hours as needed


Nondiscrimination:
It is the continuing policy of the NAACP to take affirmative action to assure equal opportunity for all current and prospective employees without regard to race, color, national origin, ancestry, age, gender, gender identity or expression, sexual orientation, personal appearance, marital status, familial status, family responsibility, pregnancy or other pregnancy-related conditions, childbirth, disability, military/veteran status, citizenship status, religion or political affiliation, past convictions or incarceration, prior psychiatric treatment, or any other status protected by federal or state law, local ordinance or Executive Orders. The NAACP is an Equal Opportunity Employer.

To Apply:  Resume, cover letter, and salary requirements should be sent to NAACP:

Email: hresources@naacpnet.org (preferred method)
Mail: NAACP – Human Resources, 4805 Mt. Hope Drive, Baltimore, MD 21215

Fax:  (410) 580-5735