Member and Customer Experience Specialist

If hired, you must reside in the Chicagoland area. In Office Requirement: Hybrid, anticipate one week per month, on average, to staff reception desk Position Summary The Specialist, Member and Customer Experience serves as the primary point of contact for customer and member inquiries, ensuring responsive, high-quality service, and inquiry resolution across all channels. This role supports both customers and members throughout the lifecycle, assisting with account access, product navigation, and service-related needs. Positioned within the Membership department, this role plays a key part in supporting membership growth, conversion, and retention by enhancing the overall customer and member experience. The Specialist identifies trends, removes barriers in the customer journey, and elevates issues for holistic resolution across the organization. This role serves as a key connector between members, customers, and the organization, proactively supporting engagement, identifying opportunities to strengthen member value, and providing insights that improve retention, loyalty, and overall member and customer experience. In addition, this role provides administrative and operational support to the Membership team to help maintain an effective membership pipeline, including assisting with data management, transactions, and member communications. Qualifications and Experience Associate degree or equivalent combination of education and experience required Minimum of 2 years of experience in customer service, member services, or support roles Experience working with CRM/AMS systems required Experience in an association, nonprofit, or customer-facing organization preferred Ability to travel when requested to Annual Congress. Why SCCM? Flexible Work Options: With our generous remote work policy, much of your work will be from home. We value work-life balance, but you’ll need to be able to come into the office when required by your supervisor. Generous Paid Time Off: Take advantage of paid vacation and 13 paid holidays each year, plus a summer hours program for that perfect work-life balance. Comprehensive Benefits: Enjoy medical, dental, short- and long-term disability, and life insurance coverage to keep you and your family protected. Paid Parental Leave: Take the time you need to bond with your new addition to the family. Matching 401(K): We invest in your future with a 401(K) matching program to help you save for retirement. Educational Assistance: Continue learning and growing with educational assistance—we’re invested in your personal and professional development. No recruiters or agencies, please.