Customer Care Representative in Diamond Bar, California at Specialty Equipment Market Association

ORGANIZATION OVERVIEW:

The Specialty Equipment Market Association (SEMA) and Performance Racing Industry (PRI) together represent the heart of the automotive aftermarket and motorsports industries. United by a passion for cars, trucks, SUVs, and racing of every kind, these organizations support a vibrant global marketplace that spans performance parts, advanced racing technologies, restoration, restyling, and the full spectrum of specialty automotive innovation.

SEMA is a dynamic, business-minded nonprofit trade association made up of manufacturers, distributors, retailers, builders, publishers, race teams, and more—an industry ecosystem powering a nearly $53-billion-a-year retail market. Through industry-leading programs, advocacy, research, and world-class events—including the annual SEMA Show, one of the largest automotive trade shows in the world—SEMA helps its members grow, innovate, and succeed.

PRI extends this influence into the global racing marketplace. Since 1986, PRI has been the premier source of business intelligence, cutting-edge technology insights, and community connection for racing professionals. The annual PRI Trade Show in Indianapolis brings together over 1,000 exhibiting companies and thousands of racing stakeholders across every major discipline, supported by PRI’s industry-leading advocacy, media platforms, education programs, and year-round engagement.

Together, SEMA and PRI fuel the success of thousands of businesses, connect industry professionals worldwide, and preserve and grow the future of automotive performance and racing.

PURPOSE:

The Customer Care Representative serves as a primary point of contact for SEMA members, exhibitors, and industry professionals. This role is responsible for delivering high-quality customer experience across all touchpoints while supporting multiple business functions through cross-training, including membership, councils & networks, data management, accounting support, sales assistance, and SEMA Show operations. This position requires strong communication skills, adaptability, and the ability to navigate multiple systems and processes efficiently.

RESPONSIBILITY AND AUTHORITY:

• Customer Experience.
• Deliver consistent, professional, and solution-oriented support via phone, email, and CRM platforms.
• Resolve inquiries on first contact whenever possible; escalate appropriately when needed.
• Maintain a high standard of accuracy and responsiveness across all interactions.
• Build trust with members and exhibitors by demonstrating product and process knowledge.

Cross-Functional Support:

Membership, Councils & Networks:

• Assist with member onboarding, renewals, and account verification.
• Educate customers on membership benefits and requirements.

Data Management:

• Maintain accurate customer records in CRM systems (deduplication, updates, validation).
• Support data integrity initiatives and reporting needs.

Accounting Support:

• Assist with basic billing inquiries, payments, and invoice navigation.
• Route complex financial issues to appropriate teams.

Sales Support:

• Support outbound initiatives to engage past exhibitors and members.
• Assist with lead qualification and follow-up activities.

SEMA Show Operations:

• Provide support for exhibitor registration, booth applications, and show logistics.
• Guide customers through key deadlines, requirements, and event processes.

Performance Expectations:

• Meet or exceed daily outbound and inbound activity targets.
• Maintain high-quality assurance (QA) and customer satisfaction (CSAT) scores.
• Demonstrate proficiency across multiple functional areas through cross-training.
• Contribute to continuous process improvement and knowledge sharing.

Pay Range: $24 - $26

SKILLS AND KNOWLEDGE REQUIRED:

• 2+ years in customer service, call center, or client support environment
• Experience with CRM systems required; experience with Salesforce CRM platform or Nimble CRM system is a plus
• Experience in association, events, or membership-based organizations is a plus
• Strong verbal and written communication skills
• Ability to manage high-volume workloads with attention to detail
• Problem-solving mindset with a focus on resolution and efficiency
• Comfortable working across multiple systems (CRM, payment platforms, data tools)
• Adaptability and willingness to learn multiple business functions

This job description is not intended to be and should not be construed as an all-inclusive list of all responsibilities, skills, relationships, or working conditions associated with the position. While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.