Member Services Representative

Job Description

Job Description

About Us

Association Management Center (AMC) is a trusted partner to more than 23 leading health and science associations and professional societies. Our talented team of more than 150 professionals provides the day-to-day operational management our clients need to achieve their business goals. We are proud to support our clients in the impactful work they do and to create a workplace in which all are welcomed and celebrated for the diverse skills, experiences, and backgrounds they bring. At AMC, you'll join a dynamic team of collaborative, innovative, and supportive professionals and have the opportunity to "Achieve What You Believe."

About the Role

The Member Services Representative delivers a positive, end-to-end customer experience for AMC's association members and customers. MS Reps act as brand ambassadors, advocates for the member's voice, and key contributors to AMC's customer experience strategy. While striving for "one stop" resolution, MS Reps also anticipate member needs, build relationships, and ensure every interaction reflects AMC's values of caring, trust, and excellence.

Responsibilities:

• Apply a resolution-focused approach when responding to inbound calls, emails, chat, web forms, and other digital channels regarding membership, meetings, publications, products, programs, certifications, and general inquiries.
• Proactively engage with members to anticipate needs, provide tailored recommendations, and follow up to ensure satisfaction after resolution.
• Develop proficient knowledge and application of various database management systems and digital support tools.
• Utilize approved productivity and AI-assisted tools, such as Microsoft Copilot, to improve efficiency, enhance documentation, identify trends, and support member service operations.
• Build deep familiarity with assigned clients, their products, and processes to serve as a trusted resource for both members and the Member Services team.
• Attend and actively participate in client team meetings; share member insights, feedback trends, and service observations to inform client strategy and continuous improvement.
• Capture and document member feedback, pain points, and suggestions; share actionable insights with the Manager and client teams to enhance the member experience.
• Identify recurring member issues, service gaps, and emerging trends and escalate observations to the Manager and client teams for evaluation and potential improvement initiatives.
• Assist assigned client teams with special projects, onsite registration, and call campaigns as needed.
• For assigned clients, conduct timely outreach to customers with outstanding balances for exhibits, advertising, and sponsorships to secure payment.
• Reach out to event attendees to collect missing information (e.g., dietary restrictions, emergency contacts) to ensure a smooth event experience.
• Provide back-up support for conference balance due outreach and other client service needs.
• Maintain accurate process documentation, client procedures, knowledge resources, and training materials to support service consistency, onboarding, cross-training, and organizational knowledge retention.
• Maintain cross-training and backup readiness for assigned client accounts and support the Member Services team during absences, transitions, and peak workload periods.
• Collaborate with cross-functional teams (e.g., marketing, events, product, technology, and shared services teams) to deliver a unified and seamless member experience.
• Take ownership of key member journey touchpoints-within the scope of assigned responsibilities and under the guidance of the Manager-to ensure a consistent and positive experience from onboarding through renewal and event participation.
• Guide members in using digital self-service tools and resources, including basic troubleshooting and support.
• Participate in service quality initiatives and use member feedback, service metrics, and operational trends to identify opportunities for continuous improvement.

• Bachelor's degree preferred.
• Experience in customer service and/or call center environment.
• Demonstrated empathy, adaptability, and a passion for delivering exceptional customer experiences.
• Friendly, courteous, helpful, patient, enthusiastic, and resourceful.
• Strong judgment and professionalism; ability to interact confidently with all levels of staff and customers.
• Excellent verbal and written communication skills.
• Positive interpersonal skills; collaborative team player.
• Ability to organize and manage multiple tasks and priorities.
• Proactive problem-solving mindset: anticipates issues and identifies solutions.
• Ability to travel out of state and overnight on occasion, if requested.
• Commitment to AMC's values and continuous improvement culture.
• Ability to travel out of state and overnight occasionally, by all modes of transportation including car, plane and train.
• Physical: primarily a desk-based role, requiring extended computer use. Work involves sitting, talking, hearing, and typing, with visual acuity required for keyboard usage, data analysis, and computer terminal operation. Occasional light lifting may be necessary. AMC provides reasonable accommodations to qualified individuals with disabilities to perform the essential functions of their job. Reasonable accommodations will be determined on a case-by-case basis.
• Strong computer skills, including Microsoft Office Suite, web platforms, and database systems. Familiarity with CRM platforms, issue tracking systems, and AI-assisted productivity tools is a plus.
• Ability to learn and adapt to new technologies and service processes.

Why You'll Love It Here:

AMC was founded on the core values of Caring, Mutual Trust, Respect, and Integrity. Employees will enjoy being part of a team that embraces a high-performance culture and fosters accountability, personal growth and client success.

Our wide range of benefit offerings include:

• Generous paid time off (20+ days!)
• 12 paid holidays
• Medical, vision and dental options, along with life insurance and an Employee Assistance Program.
• Financial wellness benefits including 401(k), FSA & HSA, employer-paid life and AD&D insurance; paid leave & disability programs.
• Professional development, tuition & certification assistance; internal advancement opportunities.
• Commitment to Diversity, Equity, Inclusion and Belonging.

Compensation:

• $24.50 per hour.

Location:

• This is a hybrid role in Schaumburg, IL. Employees who reside within 50 miles of the office are expected to work onsite up to one day per month. At times, there may be circumstances that require additional visits to the office.
• Applicants must be located and authorized to work in the US on a full-time basis now and in the future. We are not able to sponsor candidates requiring work authorization.

Association Management Center is an equal opportunity employer. We are committed to building a diverse team in which all employees are welcomed, valued, and respected for their individual strengths, perspectives, and contributions.

Disclaimer The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.