TITLE:  Customer Service and Data Specialist  

SUPERVISOR: Senior Manager, Customer Services & Database Administration 

DEPARTMENT: Membership & State Relations  

FLSA STATUS: Non-Exempt 

INCUMBENT:  TBD 

HOURS:  40 per week 

OVERVIEW 

The Customer Service and Data Specialist serve as a frontline representative of NSPE’s Membership Department and NICET, providing accurate information and high-quality support to full spectrum organizational stakeholders.  The position responds to inquiries, troubleshoots issues, and maintains reliable customer data to ensure consistent and effective service. The role also supports core membership functions such as application processing, renewals, billing, and data accuracy. 

 Success in this position requires strong service skills, attention to detail, and a commitment to resolving every interaction fully. The specialist works closely with internal teams to address complex issues, identify trends and service needs, and contribute to ongoing improvements that strengthen the overall customer experience. 

EDUCATION AND EXPERIENCE 

Bachelor’s degree or equivalent experience, with at least 1 -2 years of customer or member service experience. Experience in a nonprofit or membership-based organization is preferred. 

JOB PROCESSES 

Customer/Member Support 

• Respond promptly and professionally to all NSPE and NICET inquiries via phone, email, chat, or video call if needed.  

• Guides customers/members through account access, event registration, and use of benefits, product selection, certification sales, regulatory requirements, test scheduling and rescheduling. 

• Maintain working knowledge of all programs, products, and services 

• Serves as liaison between customers/members and internal teams to ensure follow-through 

• Applies active listening to assess needs and deliver accurate information 

• Ensures full resolution of all interactions 

• Other duties as assigned. 

Customer/Member Administration 

• Processes new member applications, renewals, and cancellations 

• Maintains accurate member records in NetFORUM 

• Assists with billing, payments, invoice generation and basic financial reconciliation 

• Supports registration for events, webinars, and certification programs 

• Maintain clean, accurate customer data and resolve discrepancies across platforms. 

• Document best practices and workflow status. 

Growth, Retention, and Outreach Support 

• Supports recruitment campaigns, renewal outreach, and reengagement efforts 

• Execute assigned outreach tasks including emails, follow up, and list preparation 

• Tracks engagement metrics and updates, and record accordingly   
• Coordinates with membership, marketing, and communications teams to support Assists with onboarding communications and engagement tasks campaigns

COMPETENCIES 

• Strong customer and member service skills 

• Clear written and verbal communication 

• Active listening and the ability to tailor responses 

• Accurate data entry and recordkeeping abilities 

• Ability to manage multiple tasks and priorities 

• Experience with association management systems such as NetFORUM, Salesforce, iMIS, Personify, or similar 

• Proficiency with Microsoft Office Suite 

• Ability to work independently and collaboratively 

• Resourceful and solutions-oriented mindset 

• Ability to remain professional under pressure 

• Familiarity with helpdesk or ticketing software such as Zendesk or Freshdesk