Member Service Representative

POSITION: Member Service Representative

FLSA STATUS: Non-Exempt, Full-time

REPORTS TO: Sr. Manager, Individual Membership

Summary of Position

AMIA is seeking a member service representative to respond to calls and emails from members, potential members, and others.This position is responsible for providing excellent front-line customer service, following up to ensure the complete and timely resolution of inquiries and requests, and providing assistance with a variety of tasks.

Dimensions

• This position has no direct reports.
• This position has no budget authority.

Nature and Scope

The Membership Service Representative is responsible for providing excellent front-line support to members and other interested parties reaching out through AMIA’s phone system and email inboxes.

Principal Accountabilities

• Manage incoming phone calls and email in a professional, upbeat, and timely manner.
• Identify and assess caller’s needs. Serve as a primary contact for all member and other inquiries, including applications, renewals, registrations, product inquiries, and purchases.
• Key contact for AMS system, facilitating requested transactions, changes, and updates.
• Take ownership for ensuring the timely resolution of the inquiry or request.
• As workload allows, provide general, limited administrative support to the Membership department.

Essential Functions

• Answer calls and emails: first point of contact for members and other callers with questions, requests, or feedback.
• Provide information: seek to understand the reason(s) for the call, provide full and complete information, verify identity, and update records.
• Process transactions: process payments for dues, registrations, and product purchases.
• Resolve issues: resolve issues and/or escalate cases to supervisor or other responsible team member.
• Follow policies and processes: follow the organizations policies and procedures. Document and maintain processes in detailed Standard Operating Procedures.
• Document interactions: document member interactions in the AMS.
• Other duties as assigned

Ideal Behaviors

• Ability to work effectively in a member focused, team-oriented environment
• Ability to participate on a project team to accomplish project goals
• Ability to manage and collaborate with internal staff
• Ability to analyze situations, exhibit good judgment and make sound, ethical decisions
• Ability to collaborate, cooperate and be flexible
• Ability to effectively communicate in oral and written form
• Ability to think strategically and act tactically and proactively
• Ability to re-prioritize assignments, change directions, and deliver results
• Ability to accept responsibility, feedback, and correct problem situations
• Exhibits a commitment to excellence in member service and to the goals and values of AMIA

Qualifications

• Education – High school diploma required. College degree preferred.
• Knowledge – Ability to develop and maintain a thorough understanding of AMIA’s values, organizational structure, and products and services.
• Work Experience – 2+ years’ experience in a professional membership association with association or customer management systems.
• General Skills – Excellent customer support skills. Strong phone contact handling and active listening skills. Proven written communication skills (writing sample required). Ability to multi-task, prioritize, and manage time effectively.
• Technical Skills – Proficiency in MS Office Suite required. History of experience in AMS or CMS software.
• Conditions – Remote. Must be able to travel (approximately 10 days per year)

*To be considered for this position, candidates must submit a cover letter, resume, and their desired salary range.

**Incomplete applications, including those that do not provide all requested information, will not be considered.

***Qualified candidates will be contacted for interviews. No telephone calls will be accepted.

At AMIA we are committed to diversity and creating an inclusive environment for all employees. We are proud to be an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, age, ethnic or national origin, gender, sexual orientation, gender identity/expression, pregnancy, marital status, religion, physical or mental disability, military/veteran status, or any other protected status.

EEO Employer/Vets/Disabled