Customer Service Specialist

PuzzleHR

Customer Service Specialist providing support via phone, email, and chat to CFMA members and customers. Responsible for member interactions and ensuring high standards of service.

Posted 7/21/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-Level💰 $46,800 - $52,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and membership support, with a focus on accuracy, organization, and effective communication. Proficient in managing member interactions and utilizing CRM systems to enhance member satisfaction and engagement.

Highest-signal resume keywords

Customer Service ExperienceMembership SupportCRM ProficiencyOrganizational SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Membership Application ProcessingEvent Registration ManagementData Accuracy MaintenanceTroubleshooting Access IssuesCritical Thinking

Soft Skills

Attention to DetailTime ManagementInitiativeCollaborationProactive Mindset

Tools & Technologies

Microsoft OfficeAssociation Management SystemsACGI

Industry Keywords

CFMA MembershipNonprofit ExperienceMember EngagementContinuous ImprovementProfessionalism

About the role

Key responsibilities & impact

Serve as the first point of contact for CFMA members, prospects, and customers via phone, email, and online chat (Connection Café).
Provide accurate and timely information related to CFMA membership, renewals, events, online education, and the CCIFP certification program.
Process membership applications, renewals, event registrations, and payments in CFMA’s association management system.
Uphold high standards of accuracy and completeness across all member data.
Troubleshoot member access issues, such as login problems, course enrollment, and account updates.
Maintain accurate and organized records of member interactions, ensuring follow-up and resolution in a timely manner.
Collaborate with the Marketing, Education, and IT teams to ensure smooth customer experiences across all CFMA programs and platforms.
Identify trends and recurring issues to recommend process improvements and enhance member satisfaction.
Assist with special projects and outreach initiatives to promote engagement and retention.
Assist in onboarding new members and execution of outreach efforts.
Represent CFMA’s values of professionalism, responsiveness, and member focus in every interaction.

Requirements

What you’ll need

Associate’s or Bachelor’s degree preferred, or equivalent experience.
2+ years of customer service or membership support experience (association or nonprofit experience preferred).
Excellent written and verbal communication skills with a friendly and professional demeanor.
Strong organizational and time management skills with attention to detail.
Proficiency in Microsoft Office and experience with CRM or Association Management Systems (such as ACGI).
Ability to work a flexible schedule, including evening hours up to 8:00pm ET.
Demonstrated commitment to delivering a high level of service and continuous improvement.
Demonstrates strong initiative and works both independently and collaboratively in a fast-paced environment without the need for close supervision.
Embraces change with a positive attitude and actively contributes ideas for improvement.
Thrives in building new processes and standard operating procedures within a growing team environment.
Applies critical thinking to assess situations and develop effective solutions.
Approaches challenges with a proactive, solution-oriented mindset.

Benefits

Comp & perks

Medical & Dental Vision Insurance
401(k) with up to 5% employer match
Life & AD&D (2x salary up to $250,000)
Short-term and Long-term Disability
PTO: Up to 20 days annually, plus paid holidays
Annual performance-based bonus program