Member Service Representative

Member Service Representative
Vacancy Announcement – January 17, 2013

Position Location:              Baltimore, MD                                                 
Travel:                                    Minimal                                                              
Status:                                    Union

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:

The Member Service Representative has primary responsibility for membership data entry and card fulfillment and provides support to members on all aspects of membership account administration and support. The Member Service Representative works as part of a Membership and Constituent Service team which is charged with providing a superior experience for members and constituents with confidentiality, professionalism and the highest quality of service. Member Service Representatives serve as the primary back-up for Constituent Service Assistants.

Duties and responsibilities include, but are not limited to the following:

  • Handle incoming calls from members and authorized unit leadership pertaining to member accounts, data entry and general member inquiries.
  • Proactively communicate with members and authorized unit leadership on issues pertaining to member solutions and issues.
  • Respond to all member e-mails and voice messages within 24 hours of receipt.
  • Process membership cards and reports in a timely manner as outlined in the NAACP Constitution and Bylaws.
  • Merge and purge member files. 
  • Generate and transmit basic reports for Units under the supervision of the Membership Director or designee.
  • Provide support to NAACP departments and subsidiaries engaging in activities requiring membership information (ie. Image Award and Crisis Magazine).
  • Participate in training on new systems, software and procedures on an as-needed basis.
  • Assist in the training of Constituent Service staff on the use of membership systems and procedures.
  • Participate in cross-training on systems and procedures for Constituent Service.
  • Serve as primary back-up for Constituent Service Representatives.
  •  Administer general office duties as assigned by Membership Director or designee.


Qualifications:

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

  • 3-5 years of general business experience and strong knowledge of standard office procedures
  • High level of proficiency in typing and computer skills
  • Thorough working knowledge of the Blackbaud CRM system
  • Solid interpersonal skills and ability to operate confidentiality
  • Ability to prioritize assignments and demonstrate a high degree of initiative
  • A working understanding of NAACP structure, policy, procedures and goals
  • A passion for social justice generally and racial justice specifically.
  • Expertise in the Microsoft Office Suite


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