Member Services Associate

Location

Washington, DC/Hybrid (2-3 days a week)

Duration

This is a two-year fixed term position with full benefits and the possibility of extension.

Application Instructions

Please include a Cover Letter with your submission.

Overall Function

The Member Services Associate plays a vital role on the Membership Team, directly supporting donor cultivation, stewardship, and revenue growth in service of EDF’s mission. As the organization’s primary point of contact for members, activists, and the public, the Member Services Associate delivers exceptional service, strengthens donor relationships, and ensures the accuracy and integrity of member data. This role contributes directly to donor retention, lifetime value, and overall membership revenue performance. This position requires a highly responsive, detail-oriented professional who thrives at the intersection of relationship management, operational excellence, and mission-driven work. This position reports to the Project Manager, Member Services.

Key Responsibilities

Member Engagement & Support:

• Serve as the primary contact for incoming communications (phone and email), handling inquiries with accuracy, empathy, and professionalism.
• Resolve inquiries efficiently while identifying opportunities to deepen engagement and strengthen member and activist relationships.
• Stay up to date with EDF's programs and policies to best articulate and respond to all incoming questions on our work.

Member Stewardship & Outreach:

• In partnership with Membership, Planned Giving, and Catalyst Circle teams, conduct proactive outreach to thank donors, support cultivation efforts, and reinforce loyalty.
• Make stewardship calls, send personalized notes or mails, and assist with acknowledgement and receipt tracking.

Problem Resolution & Relationship Building:

• Identify and troubleshoot member-related issues, proactively engage with members to foster positive relationships and enhance their connection to EDF.

Database Updates & Membership Requests:

• Review digital scans from offline direct-mail processor database to handle membership requests, contact information updates, and contact preference treatments.

Data Integrity & Database Maintenance:

• In collaboration with the data team, ensure the integrity and accuracy of member records through routine updates and data hygiene projects.
• Collaborate with the team to identify and address gaps in the database that could impact donor relations and operational effectiveness.

Special Projects:

• Support cross-team initiatives and special projects as needed to advance Membership Team goals.

Member Advocacy:

• Communicate key insights, concerns, and feedback from members to the broader Membership team, advocating for their needs and helping to shape future communication strategies.

Operations & Process Improvement:

• Assist in the development of a comprehensive standard operating procedures (SOP) manual to streamline inbound communications and reporting processes.

Fulfillment Coordination:

• Manage the fulfillment of member services requests and materials, ensuring accuracy and timely delivery.

Organization Effectiveness & Culture:

• Participate in advancing EDF’s organizational effectiveness and culture goals, so people from all backgrounds and experiences feel connected, included and empowered to address environmental and organizational challenges in ways that align with EDF values.

Qualifications

Education:

• High school diploma or equivalent required. A bachelor’s degree may substitute for up to two years of relevant experience.

Customer Service Experience:

• At least two years of experience in a customer service or similar role, with a strong emphasis on problem-solving and relationship-building.

Technical Skills:

• Proficiency in MS Office and experience working with databases.
• Familiarity with data entry and quality control processes is a plus.
• Experience in Salesforce preferred.

Organizational Skills:

• Ability to manage multiple priorities, meet critical deadlines, and maintain high levels of accuracy, even in a fast-paced environment with evolving business needs.

Communication Skills:

• Excellent verbal and written communication abilities, including proofreading, editing, and delivering clear, empathetic responses to inquiries.

Interpersonal Skills:

• A genuine interest in working with people and the ability to build strong relationships across a diverse range of stakeholders.

Cultural Competency:

• Demonstrates self-awareness, inclusivity, and the ability to work effectively with colleagues and donors from all cultural backgrounds.

Environmental Interest:

• Passion for environmental protection and interest in EDF's mission is highly desirable.