Member Services Assistant

We strongly encourage people of color, transgender and non-binary people to apply. HRC is an equal opportunity employer and welcomes everyone, including non-LGBTQ people, to join our team.

Position Summary

Membership is the lifeblood of the Human Rights Campaign – quite simply members and donors are the reason why, and the reason how, we do our life-changing work. The Member Services Assistant serves directly on the frontline of HRC – reading the pulse of our members and acting to meet their needs and concerns.  Exemplary customer service is the number one objective of this position. The Member Services Assistant plays a vital role in supporting all aspects of the member relations program – particularly as it relates to a large and sophisticated direct response fundraising program in an effort to maintain and increase membership.  As a vital member of  the member relations team, this person will regularly interact with members, donors, and the general public via mail, telephone and email correspondence with a critical eye towards problem solving and relationship building – and always with a smile.

Position Responsibilities

• Respond to member and general public inquiries including, but not limited to, inquiries regarding general membership information, record, and demographic changes; specific HRC issues; payment updates; premium fulfillment; and general HRC information via phone, email, and mail.
• Respond to supporter/member/donor telephone correspondence in a timely manner with a concentrated effort to answer phone calls live. Lead daily logging of incoming voicemails and callbacks.
• Ensure the quality and integrity of general member/donor and supporter records in the customer relationship management database, as well as our digital engagement platforms.
• Monitor relevant current events that may assist with preparation of needed responses via live calls and email correspondence. Support the crafting of responses to public inquires on current events.
• Collaborate on the gift entry process of credit/cash/check donations, and acknowledgement mailings.
• Assist with tracking and analyzing membership communications and feedback for reports to multiple teams, including senior staff. Note any unusual trends or concerns.
• Provide general administrative and program support to team leadership as needed.
• Other duties as assigned.