Member Services Rep

We Impact Lives Through Purpose-Driven Work in A People First Culture Ascend Learning, a leading healthcare and learning technology company, is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers. Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America’s 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025. We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more. For over 37 years, National Academy of Sports Medicine® (NASM®) has set the standard in fitness and wellness credentials and certification with best-in-class, evidence-based programming. An Ascend Learning brand, NASM has delivered over 1.4 million fitness professionals in over 100 countries. From personal training to nutrition coaching, wellness to sports performance, NASM trainers and specialists work at every level to help clients set and reach their unique goals. Join us in igniting potential and making a lasting impact in the fitness and wellness industry.

WHAT YOU'LL DO

NASM, a division of Ascend Learning, is hiring a Member Service Representative reporting to the Member Service Manager. The Member Service Representative will have responsibility for engaging with NASM and AFAA members in a contact center environment to provide post-sales support.

WHERE YOU’LL WORK

This position will hybrid out of our Gilbert, AZ office. Remote candidates will be considered.

HOW YOU’LL SPEND YOUR TIME

Provide accurate, friendly, and responsive service to NASM and AFAA members that meet or exceed Service Level Agreements. Resolve incoming member requests and inquires via telephone, email, and/or social media. Provide light technical support for members including UN/PW resets, browser/operating compatibility evaluation and courseware tutorials. Process in-policy member requests for cancellations and retests, and make resolution-oriented and fair recommendations for out-of-policy requests. Fully document inquiries and resolutions. Identify and report unusual inquiry trends.

WHAT YOU'LL NEED

Minimum of 2 years of customer service. High school graduate or equivalent. Friendly and resolution focused interpersonal skills. Articulate verbal and written communication skills. Experience navigating various business systems to support customer inquiries. Problem solving skills. Interest in fitness and training preferred. Certified Personal Training (CPT certification) highly desired.

HIRING RANGE

The current full-time annualized hiring range for this role is $34,500.00-$49,280.00 and does not include discretionary bonus or sales incentives, if applicable. In accordance with applicable state laws, we are providing the expected salary range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.

BENEFITS

Health, dental, and vision insurance Company paid Life Insurance 401(k) with company match Paid time off and parental leave Employee assistance program Other employee wellness programs such as Headspace and Airvet Charitable matching program Fostering A Sense of Belonging Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging. Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S.-based positions with Ascend Learning, LLC must be legally authorized to work in the United States, and verification of employment eligibility will be required at the time of hire.