Member Services Representative

About the AMA and the Job:


Since 1924, the American Motorcyclist Association (AMA) has protected the future of motorcycling and promoted the motorcycle lifestyle. We are active in all areas of racing, recreational riding, advocacy and heritage preservation. We have more than 215,000 members from all motorcycling backgrounds, but they all have one thing in common: the search for freedom on two wheels.


AMA Member Services Representatives are the first point of contact for most AMA members and as such, represent the organization in an energetic and influential way. The Member Service Representative provides a high level of administrative support for membership joins and renewals, as well as serving as a reliable source for information and problem-solving. In every communication with AMA members, the value and benefits of AMA membership is communicated and reinforced.

This position is an In-Office position that reports to the AMA Headquarters in Pickerington, OH.

Job Responsibilities:

• Make strategic outbound calls to members for retention, renewal, credit card updates and other goal-oriented campaigns using an outbound dialer.
• Answer inbound calls to resolve discrepancies, join or renew memberships and help with other member needs and requests
• Meet call campaign conversion goals each week on outbound and inbound rotation
• Record all conversions and saves and report to Member Services Lead daily
• Meet daily call volume goals on outbound and inbound rotation
• Respond to email inquiries
• Provide a high level of support for colleagues and internal departments
• Complete administrative tasks in support of membership processing including refunds & merges
• Research complaints and discrepancies and contact members with resolution
• Assist Member Fulfillment department when needed
• Assist with events as needed, i.e. Vintage Motorcycle Days and Bike Nights
• Performs other duties as assigned

Qualifications and KSA's:

• Customer service skills
• Verbal and written & communication skills
• Problem-solving skills
• Ability to maintain confidentiality
• Ability to multi-task
• Organizational skills
• Knowledge of office equipment
• Proficient in MemberSuite, InContact and Vonage, or ability to learn new software
• Basic computer and Microsoft Office application skills
• Little/no strain; standing, walking, sitting
• High School Diploma or GED
• 6 months to 1-year relevant experience, including: 1 year office experience and 6 months call center/customer service experience preferred, entry-level will be considered