Member Services Associate

Who We Are:

The Mountaineers is a community of outdoor recreationists and conservationists founded in 1906 to explore the peaks and waterways of the Pacific Northwest. Today, we have more than 16,000 members and seven branches in Western Washington, where we deliver most of our outdoor education programming. Thanks to the work of generations of volunteers and our internationally recognized publishing division, we continue to enjoy an outstanding reputation in the fields of outdoor education, recreation, and public lands conservation and advocacy.

Our dedicated volunteers and staff get people outside to experience the power of the natural world. We advocate for access and protection of recreational lands so that future generations can enjoy these places too. Our core value of community reflects the belief that a diverse and inclusive outdoors inspires unity, respect, and passion for the places we love. Our 65 staff, divided between our program centers and our nonprofit publishing division, Mountaineers Books, and 3,000+ volunteers work together to achieve our mission to enrich lives by helping people explore, conserve, learn about, and enjoy the lands and waters of the Pacific Northwest and beyond.

Learn more at mountaineers.org.

Full-Time Member Services Associate Position Overview

The Member Services Associate is responsible for providing excellent customer service to Mountaineers volunteers, members, and guests by assisting with website navigation, membership questions, and program-related inquiries via phone and through our online response system. You’ll also process bookstore sales, assist with membership data updates, and complete other projects as assigned in a member-centric, dynamic work environment. This is a primarily in-person, 32-hour full-time role with a standard schedule within the hours of Monday–Friday, 9:00am–5:00pm, and occasional schedule adjustments (including evenings and weekends) to support events and organizational needs.

Qualified candidates must have excellent phone and customer service skills, strong interpersonal skills, and relish in providing excellent customer service. This is an administrative position that requires excellent verbal and written communications skills, strong attention to detail, and a commitment to delighting our community members. Experience working with Salesforce, Plone, and other databases is a plus. Knowledge of The Mountaineers and familiarity with Washington state trails and land managers is ideal as many questions relate to the specific location of an activity.

Key Responsibilities

Provide outstanding member, volunteer, and guest support

• Answer phone calls and respond to or route calls accordingly.
• Provide members and guests with current information in person, by phone, or by email.
• Assist members and guests in using The Mountaineers website, registering for courses, and redeeming membership benefits, among many other things.

Complete Administrative Tasks

• Process credit card and check payments for dues, course registration, and other purchases.
• Update data in Salesforce membership database, including, but not limited to, member history, course graduation, and address changes.
• Process new member packets, gift membership mailings, and holiday membership drive materials.
• Support Salesforce projects, including data management and cleanup, pulling volunteer reports, and syncing data to our website
• Act as primary tester for new website development for courses, trips and programs. Support member services in testing for other website development.

Support Community Engagement Efforts

• Assist with membership outreach and promotional events, such as the Banff Mountain Film Festival and the BeWild Film & Speaker Series.
• Work with volunteers, vendors, customers, and employees to meet all the above requirements.
• Perform other related duties as assigned, in support of the goals of the organization.

Support Bookstore Operations

• Sell Mountaineers books and other items, and assist with day to day bookstore tasks.
• Stay up-to-date on Mountaineers books titles and promotions; assist customers with recommendations.
• Assisting with inventory management, including ordering, receiving, and stocking.

Cultivating an inclusive staff is central to The Mountaineers focus on advancing equity in alignment with our core values. We’re interested in hearing from people who can work with colleagues of varied professional and lived experience. While we do not anticipate that candidates will have the full slate of qualifications, these are the qualifications that will make someone successful in the position. Candidates should see this role as an opportunity for personal and professional growth, and have a desire to learn and grow in areas below where they currently lack experience. We encourage you to apply even if your background is not an exact match with the job description.

We are also committed to building a culture where all people feel emotionally and physically safe. In support of this commitment, all prospective employees must agree to abide by The Mountaineers Code of Ethics and our Child Protection Policies. We do not tolerate discrimination, sexual misconduct, harassment, micro-aggressions, retaliation, assault, or any form of child abuse.

Why you’ll love working here

• We support a community of volunteers connecting people to the outdoors and each other. Our members have the opportunity to connect with transformative outdoor experiences, and that magic translates to our work culture. Every day is different and offers opportunities to connect in a new way.
• You’ll join a tenured team invested in your growth and success. You’ll be supported through the initial onboarding and with ongoing on-the-job learning, and will have the opportunity to identify and spend time working on projects that are of the most interest to you.
• We hire smart, collaborative people who love the outdoors. Your colleagues will be people you love working with to creatively solve problems, and who you’ll want to adventure with on the weekends.

Requirements

• Ability and willingness to work on-site at our Seattle Program Center during standard business hours (Monday–Friday, 9:00am–5:00pm), with occasional schedule adjustments to support events, programs, and community needs.
• Cultural competency and desire to work with people of all races, ages, genders, abilities and economic backgrounds.
• Experience in customer service, with experience using point of sale and/or customer relationship management software preferred.
• Interest in the outdoors or in learning more and gaining outdoor skills.
• Ability to pass a national criminal background and sex offender check (applicants will be disqualified from consideration for any felony conviction involving a minor, a sexual offense, or violence).

Preferred Skills

While we do not anticipate that candidates will have the full slate of qualifications listed below, these are the qualifications that will make someone successful in the position. Candidates should see this role as an opportunity for personal and professional growth, and have a desire to learn and grow in areas below where they currently lack experience.

• Our mission is built on relationships, so you’ll need the ability to communicate effectively at all levels, and to build and maintain strong internal and external relationships.
• Excellent phone, typing, data-entry, and basic clerical skills.
• Great collaboration skills, with a willingness and desire to work as part of a team. With your teammates, you’ll brainstorm the best solutions and communicate openly about shifting priorities and tasks. We’re here to help each other, and we do our best work when everyone feels empowered and supported.
• Demonstrated ability to work independently, with good attention to detail and reasonable efficiency. We like it when people take initiative to complete projects and update things in need of fixing.
• Able to work with people with varying skills and expertise. You’re curious about understanding the needs of others, and cater your response to find a solution that works for them.
• Passion for the mission of The Mountaineers, and ability to exemplify the organization’s core values throughout all forms of communications.
• Experience working with volunteers and understanding of nonprofit organizations is helpful.
• Experience with Salesforce databases, Plone website navigation, and multi-line phone systems will make it easier for you to get started.
• Willingness to learn and use new tools, including AI-assisted technologies, to support efficient, high-quality member service.

Work Environment

This role is based in Seattle, WA, at The Mountaineers Program Center in Magnuson Park and is an in-person position. Regular hours are Monday–Friday, 9:00am–5:00pm. To support member services coverage and organizational events, this role will periodically adjust work hours, including occasional evenings and weekends. Schedule adjustments are communicated in advance whenever possible.

This role is fundamentally designed to be performed on-site to support our community, staff, and volunteers.

Benefits include medical, dental, vision, life, and long-term disability insurance, and paid sick, vacation, and holiday time. 401(k) retirement plan available after three months.

Additional benefits include:

• Free Mountaineers membership
• Opportunities to advance your outdoor skills with $1,000 toward Mountaineers courses each year
• 4 paid days to volunteer with a local nonprofit organization
• Two free tickets to many Mountaineers events
• Free copy of each newly published Mountaineers Books title
• Access to outdoor industry prodeals
• Discounted stays at our three ski-in, ski-out mountain lodges
• Four on-site climbing and bouldering walls
• Bring your dog to work days
• Free parking for your bike or car, and an office located right on a bus line, with alternative transportation reimbursement
• In-office shower for midday run, climbing session, or morning commute