The Customer Service and Data Specialist serve as a frontline representative of NSPE’s Membership Department and NICET, providing accurate information and high-quality support to full spectrum organizational stakeholders. The position responds to inquiries, troubleshoots issues, and maintains reliable customer data to ensure consistent and effective service. The role also supports core membership functions such as application processing, renewals, billing, and data accuracy.
Success in this position requires strong service skills, attention to detail, and a commitment to resolving every interaction fully. The specialist works closely with internal teams to address complex issues, identify trends and service needs, and contribute to ongoing improvements that strengthen the overall customer experience.
EDUCATION AND EXPERIENCE
Bachelor’s degree or equivalent experience, with at least 1 -2 years of customer or member service experience. Experience in a nonprofit or membership-based organization is preferred.
JOB PROCESSES
Customer/Member Support
Respond promptly and professionally to all NSPE and NICET inquiries via phone, email, chat, or video call if needed.
Guides customers/members through account access, event registration, and use of benefits, product selection, certification sales, regulatory requirements, test scheduling and rescheduling.
Maintain working knowledge of all programs, products, and services
Serves as liaison between customers/members and internal teams to ensure follow-through
Applies active listening to assess needs and deliver accurate information
Ensures full resolution of all interactions
Other duties as assigned.
Customer/Member Administration
Processes new member applications, renewals, and cancellations
Maintains accurate member records in NetFORUM
Assists with billing, payments, invoice generation and basic financial reconciliation
Supports registration for events, webinars, and certification programs
Maintain clean, accurate customer data and resolve discrepancies across platforms.
Document best practices and workflow status.
Growth, Retention, and Outreach Support
Supports recruitment campaigns, renewal outreach, and reengagement efforts
Execute assigned outreach tasks including emails, follow up, and list preparation
Tracks engagement metrics and updates, and record accordingly
Coordinates with membership, marketing, and communications teams to support Assists with onboarding communications and engagement tasks campaigns
COMPETENCIES
Strong customer and member service skills
Clear written and verbal communication
Active listening and the ability to tailor responses
Accurate data entry and recordkeeping abilities
Ability to manage multiple tasks and priorities
Experience with association management systems such as NetFORUM, Salesforce, iMIS, Personify, or similar
Proficiency with Microsoft Office Suite
Ability to work independently and collaboratively
Resourceful and solutions-oriented mindset
Ability to remain professional under pressure
Familiarity with helpdesk or ticketing software such as Zendesk or Freshdesk
NSPE is the professional organization for licensed engineers, focused on advancing and supporting the engineering profession. We are strengthening our Marketing and Communications department and looking for a reliable, proactive individual who can help us deliver outstanding customer service and membership support.
