Member Services Manager

Member Services Manager

Job Description

The Opportunity

We are seeking a dynamic and passionate individual to join our team as the Manager of Member Services. In this role, you will be responsible for overseeing the engagement and support of our nonprofit member organizations. You will play a crucial role in ensuring that our members receive exceptional service, support, and resources to maximize their impact within their communities.

How Good360 is Closing the Need Gap

As the global leader in product philanthropy and purposeful giving, Good360’s mission is to close the need gap by partnering with more than 400 socially responsible companies to source highly needed donated goods and distribute them through our network of more than 100,000 diverse nonprofits that support people in need.Good360 is the link between organizations with so much to give and communities in critical need, closing that gap and opening new opportunities for all. Good360 has distributed more than $14 billion in needed goods, including more than $2.5 billion in goods in 2022 alone. Good360 is the #6 charity on the Forbes list of America’s Top 100 Charities and has a 4-star Charity Navigator rating. The organization has also been recognized as both a top workplace in the Washington, DC metro area (by the Washington Post) and as a top nonprofit to work for in the United States (by NonProfit Times).

Roles and Responsibilities:

• Provide outstanding customer service via inbound phone calls, online chats, and help tickets.
• Maintain nonprofit relationships by handling questions and concerns with speed and professionalism.
• Review and process orders following our SOPs
• Request documentation from members in a timely manner.
• Report any potential security breach to compliance for further investigation.
• Update member records as needed.
• Assist both Sr. Manager, Member Support, and Sr. Manager, Member Services with KPI reports.

• 2 years of experience in a customer service or account management role, preferably within the nonprofit sector.
• Strong interpersonal skills with the ability to build and maintain relationships with a diverse range of stakeholders.
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly and effectively.
• Proven ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment.
• Strategic thinker with a demonstrated ability to develop and execute innovative solutions to meet the needs of members.
• Proficiency in Microsoft Office Suite and experience working with CRM software (Salesforce experience preferred).
• Passion for social impact and a commitment to Good360's mission of transforming lives through giving.

Benefits

Our team is Good360’s greatest asset. We recognize that our team members contribute valuable skills, knowledge, experience, and passion that is critical to the pursuit of our mission and our progress toward closing the need gap. That is why we offer our team members numerous perks and benefits, including:

• Medical, dental, and vision coverage programs (including competitive deductible and reimbursement policy)
• Short-term and long-term disability and life insurance coverage 100% employer-sponsored.
• 403B plan with matching
• Generous and flexible paid time off policy
• Two weeks paid parental leave policy.
• Hybrid work environment

Work Location

Hybrid work with an office in Old Town Alexandria