Description
The following statements are meant to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
Position Purpose and Summary
The Specialist, Customer Service – Member Support serves as the Customer Support Service Center’s subject-matter authority on member records, membership verification, and member-facing policy. Working with considerable independence under the general direction of the CSSC Director, the Specialist interprets the Sorority’s governing documents and policies to resolve complex and escalated member, chapter, and applicant matters; makes determinations on membership status and record discrepancies; and recommends and implements improvements to member support processes, systems, and service standards. The Specialist analyzes service data and trends to inform operational decisions, develops the guidance and resources used by National Headquarters staff and members, and serves as staff liaison to national bodies on protocol, ritual, and ceremonial matters. While routine inquiries are handled through the Center’s ticketing system, the Specialist is accountable for the quality and consistency of member support and personally resolves the most sensitive and complex cases.
Duties and Responsibilities
Manages the member identification and verification function, exercising independent judgment to determine membership status and resolve discrepancies in historical member and chapter records; establishes and upholds standards for record accuracy, confidentiality, and data integrity.
Serves as the escalation point for complex, sensitive, or high-priority matters from members, chapters, applicants, and the public; researches historical records, interprets governing documents and policies, and determines appropriate resolutions or recommends courses of action to the CSSC Director.
Evaluates member support workflows, the centralized ticketing system, and Member Portal processes; identifies service gaps and recommends and implements policy, procedure, and system improvements that increase efficiency and member satisfaction.
Develops and maintains knowledge base content, FAQs, response templates, and standard operating procedures; provides guidance and training to CSSC staff and volunteers on member records, Member Portal functionality, and verification policy.
Analyzes ticket volume, resolution times, and inquiry trends; prepares reports and recommendations for leadership that inform service standards, resource planning, and member communications.
Plans and coordinates member support for national conventions, regional conferences, and nationally sponsored events, including online registration support, on-site membership verification procedures, and real-time issue resolution.
Serves as staff liaison to the National Protocol and Traditions Committee and the National Ritual and Ceremonies Commission; advises chapters on protocol, ceremonial matters, and the respect and recognition of Delta Sigma Theta dignitaries consistent with Sorority policy.
Researches and evaluates new tools, technologies, and techniques to strengthen chapter support and member engagement, and makes recommendations for their adoption.
Monitors, documents, and assesses reported misuse or abuse of the Sorority’s ritual, ceremonies, protocols, and traditions; advises leadership on the matters and recommends appropriate responses.
Collaborates with other National Headquarters departments on cross-functional initiatives affecting member records, systems, and the overall member experience.
Performs other duties at National Headquarters, national conventions, and regional conferences as assigned by the CSSC Director.
Minimum Qualifications (Knowledge, Skills, & Abilities)
Member of Delta Sigma Theta Sorority, Incorporated, with knowledge of the Sorority’s governing…