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Member service director skills for your resume and career

Updated January 8, 2025

5 min read

Below we've compiled a list of the most critical member service director skills. We ranked the top skills for member service directors based on the percentage of resumes they appeared on. For example, 12.1% of member service director resumes contained oversight as a skill. Continue reading to find out what skills a member service director needs to be successful in the workplace.

15 member service director skills for your resume and career

1. Oversight

Having oversight of someone means to monitor a process or a situation. If someone has oversight of something, they are responsible for the completion of the project. Oversight is usually given to experts as they monitor their juniors or newbies as they go through a project.

Here's how member service directors use oversight:

Promoted to director position and given additional responsibilities as well as staff oversight while maintaining former responsibilities on an elevated level.
Coordinated interface and response for oversight reviews of Preliminary Investigations Unit conducted internally and by SEC.

2. Membership Sales

Membership sales is a process whereby a potential customer (prospect) joins a platform, group, or club, convincing them of its benefits, and closes the deal. Like every process, each step plays an important role in the overall success of the sales pitch.

Here's how member service directors use membership sales:

Direct responsibility for membership sales and retention.
Monitor programs and procedures to ensure membership sales and customer retention while maintaining in-depth working knowledge of YMCA systems and processes.

3. Member Service

Member Sеrvісе іѕ rеѕроnѕіblе for assisting, receiving, and rеѕроndіng to іnԛuіrіеѕ, concerns, rеԛuеѕtѕ, аnd complaints from members аnd prospective members іn order tо undеrѕtаnd contractor policies аnd рrосеdurеѕ.

Here's how member service directors use member service:

Networked to increase visibility for ongoing events and member services; identified and liaised with target demographic for recruitment initiatives.
Served as a sales representative, member services representative and telemarketing manager before being promoted to the member service director.

4. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how member service directors use customer service:

Provided highest levels of customer service, while working closely with Economic Development Commission and County Tourism Authority on special projects.
Created a call monitoring and quality review process for Customer Service Representatives to maintain consistency and improve satisfaction scores.

5. Website Content

Here's how member service directors use website content:

Developed electronic newsletter content, association website content, and social media content.
Edited copy and administered website content updates using WordPress.

6. Member Relations

Member relations refer to the efforts an organization makes to create and maintain a positive relationship with its members. Member relations focus on creating and delivering people practices that develop and maintain positive client/customer relationships between an organization and its members.

Here's how member service directors use member relations:

Managed the member relations division which included developing, implementing & marketing successful membership recruitment and retention strategies.
Spearheaded member relations operations including group orientations to educate new members in available services.

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7. Front Desk

Here's how member service directors use front desk:

Front Desk Management was recently incorporated into this position.
Managed 6 Front Desk employees; created work schedules and ran regular front desk meetings.

8. Strategic Plan

Here's how member service directors use strategic plan:

Increased volunteer committee participation including chapter compliance, communications, and departmental strategic planning efforts.
Lead strategic planning and organizational intelligence with market research, competitive and customer intelligence.

9. Member Database

Member database is a collection of member data either from a subscription, a service provider, or a club. This information is organized into a spreadsheet, which allows users to quickly find the client's name, contact information, and (sometimes) past services received. These databases may be handmade in a spreadsheet document or by using an online software.

Here's how member service directors use member database:

Maintained 13,000 - 15,000 member database.
Collected and methodized information for annual member directory; updated member database.

10. Medicare

Medicare is a federal government insurance program that offers health care coverage to people who are 65 and above. In some cases, younger people with disabilities whose status is identified by the SSA can also avail the insurance program. Medicare covers the health expenses of people who are not able to afford it plus it protects the payee from rising health care costs.

Here's how member service directors use medicare:

Ensured participation in CMS Medicare Advantage program by leading efforts to develop business model transition plan and staff plan modeling.
Participated in the development of the plan's Medicare line of business working alongside all departments and consultants.

11. Strategic Direction

Here's how member service directors use strategic direction:

Provided strategic direction for membership development and financial planning for the department.
Consult and provide strategic direction and recommendations to Board of Directors/ House Committees.

12. Medicaid

Here's how member service directors use medicaid:

Managed the member and provider service department for the commercial and Medicaid lines of business.
Assist member dentists wiht Medicaid issues and question daily.

13. CMS

A Content Management System or CMS is computer software that works as a framework where content can be assembled and managed by using a database. CMS is an important asset in web development. This platform enables users to create, edit, collaborate on, publish and store digital content. It helps users to manage their content and modify it from a single system.

Here's how member service directors use cms:

Contributed process enhancement protocol's with department peers on company goals and corrective action plans delegated by CMS for compliance issues.
Reduced response time of 30+days in member complaint/grievance process to meet DMHC, CMS, DHS, CDPH/MediCal regulatory standards.

14. Financial Assistance

Financial assistance refers to governmental assistance one may receive for a variety of reasons. This help is typically in the form of money, whether a loan, scholarship, grant, or reduced taxes provided to an individual or organization. One of the more common forms of financial assistance is student loans, which offer many prospective students a chance for higher education.

Here's how member service directors use financial assistance:

Authorize department expenditures within allotted budget and financial assistance appropriations.
Worked closely with other association membership staff to re-work and re-market Financial Assistance as Income Based Membership.

15. Member Events

Here's how member service directors use member events:

Planned, communicated, marketed and executed one unified annual Calendar of Member Events to the Membership at large.
Plan, coordinate and service all member events, including food and beverage, rentals and audiovisual needs.

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List of member service director skills to add to your resume

The most important skills for a member service director resume and required skills for a member service director to have include:

Oversight
Membership Sales
Member Service
Customer Service
Website Content
Member Relations
Front Desk
Strategic Plan
Member Database
Medicare
Strategic Direction
Medicaid
CMS
Financial Assistance
Member Events
Direct Reports

Membership Growth
Member Satisfaction
Press Releases
Member Retention
Community Events
Event Planning
Retention Strategies
Trade Shows
Business Development
Educational Programs
Member Communications
Membership Development
Facebook
Social Events
Retention Rate
Training Programs

HR
Retention Programs
PowerPoint
Promotional Materials
Database Management
Member Complaints
Retention Efforts
Member Recruitment
IVR
Business Community
Customer Relations
Member Benefits
Local Businesses
Membership Directory

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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