Member Service Center supervisor is responsible for the leadership and mentorship of the MSC Staff to ensure a cohesive, motivated, productive, and positive work environment is maintained. Provides oversight and guidance for MSC interaction with the association management system (AMS), membership electronic web and mail communication system (Zendesk), maintaining a high level of understanding of the system and its functionalities. Delivers issue-related and subject specific training, as well as customer service skills training to the Member Service Representatives (MSRs). Encourages professional development in line with the organization’s strategic goals and executes regular performance reviews among staff to measure outcomes and deliverables. Responsible for ensuring the MSC staff schedules are coordinated to provide coverage for all MSC daily work, including working phone hours. Manages and updates member service databases and communication platforms to measure and maximize staff output and analyze reports on the effectiveness of association initiatives. Anticipates necessary changes to business practices and processes to improve output, efficiency, and customer service in accordance with association goals.

1. Bachelor’s degree or currently serving/military spouse. 
2. Experience with personnel and project management.
3. Experience working in a call center, customer service or member services.
4. Familiarity with Association Management System (AMS) and common financial practices.
5. Working knowledge of general office procedures.
6. Knowledge of military titles, usage, organizations and functions of the military service departments. 
7. Demonstrable experience in professional writing and editing.
8. Strong leadership and supervisory skills.
9. Ability to communicate with members and staff, demonstrating excellent verbal and written communication skills.
10. Ability to handle competing priorities and deadlines, delegating responsibilities accordingly.
11. Understanding of basic HR management protocols.
12. Committed to continuous training and learning.
13. Personal character and integrity are non-negotiable.

About Military Officers Association of America

The Military Officers Association of America (MOAA) is the nation’s largest and most influential military professional association with a membership of 350,000 current, former, and retired military officers and their families. MOAA is dedicated to preserving the earned benefits of all members of the uniformed services and their families and survivors, and to maintaining a strong national defense. Our promise to our members is simple. In fact, it’s the same promise they made to their country: Never Stop Serving. The MOAA Charities are a subsidiary organization that supports the association's programs that benefit the entire military community, regardless of rank or service, including career transition support, professional education outreach, military spouse professional development, community-based veteran program outreach, and supports the undergraduate education or technical education of children from the military and veteran communities.

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