Member Support Representative

Job Description

Job Description

Position: Member Support Representative

Location: Scottsboro, Alabama (on-site position)

Division: AAP

Department: Member Support

Status: Full-Time, Hourly

Schedule: Monday – Friday, 8:00 a.m. – 5:00 p.m. 

Are you ready to join an enthusiastic team of professionals supporting community pharmacies nationwide? American Associated Pharmacies (AAP) is one of the largest independent pharmacy cooperatives in the United States. Along with its distribution subsidiary, API Warehouse, AAP supports thousands of independent pharmacy owners, helping them thrive in a competitive health care market.

AAP is seeking a motivated Member Support Representative to join our team. The Member Support Representative is responsible for delivering exceptional service to our member pharmacies through proactive outreach, account support, and timely issue resolution. This role involves regular outbound communication with members to provide guidance, share program information, and strengthen engagement with AAP.

Essential Duties and Responsibilities

• Respond to member inquiries via phone, email, and chat with accuracy, professionalism, and a focus on first-contact resolution.
• Troubleshoots and resolves issues related to membership, program participation, and general support questions; collaborate with internal departments when needed.
• Follows up on open items to ensure timely resolution and positive member outcomes. 
• Conducts outbound calls to educate members on programs and services and encourage engagement. 
• Documents all member interactions accurately in CRM systems. 
• Maintains knowledge of AAP programs and services to support member needs effectively. 
• Contributes ideas to improve member communications, support processes, and engagement strategies.
• Represents the organization with professionalism, warmth, and a member-first mindset. 
• Performs other related duties, as assigned.
  

Qualifications

Required Skills and Abilities

• Experience in customer service, member support, or a call center environment preferred.
• Comfortable performing outbound calls to engage members and share program information.
• Ability to exercise sound judgment and escalate issues appropriately.
• Calm, patient, and positive demeanor—even when handling challenging situations.
• Proficiency with computer systems and business software, including Microsoft Office Suite and CRM systems.
• Comfortable learning, navigating, and using multiple software applications at the same time.
• Strong verbal and written communication skills, with an ability to simplify complex information.
• Ability to manage multiple conversations, tasks, and software systems simultaneously while maintaining accuracy and attention to detail.

Education and Experience

• Education: High School Diploma
• Experience: 2+ years related experience in customer service, member support, or a call center environment