Member Services Specialist Ii

The Member Services Specialist II serves as a primary driver of APHA membership growth, retention, and engagement through proactive outreach, relationship-based sales, and program administration. This role converts prospective members into new APHA members, re-engage lapsed members, and supports the full lifecycle of student and early career engagement — including the Schools and Programs of Public Health (STB) bulk membership program and the Generation Public Health initiative. The Member Services Specialist II also functions as a key customer service contact and contributes to new member onboarding, mentoring modernization, and community engagement programming. Membership Sales & Outreach Respond to inbound membership inquiries by phone and email, providing timely, accurate, and consultative support within the department’s established turnaround time. Conduct outbound sales calls to prospective, lapsed, and at-risk members to promote APHA membership offerings and articulate clear, stage-appropriate value propositions. Execute structured call campaigns tied to membership growth goals, renewal cycles, and promotional initiatives, including Annual Meeting and key campaign windows. Follow up consistently via phone, email, and CRM-driven workflows to move prospects through the sales funnel; identify and address drop-off points. Student & Bulk Membership Administration (STB Program) Serve as primary point of contact and subject matter expert for the Schools and Programs of Public Health student bulk membership program. Manage enrollment, verification, billing coordination with accounting, renewals, and data activation; ensure accurate iMIS records for all STB accounts. Coordinate and facilitate semi-annual welcome webinars for incoming STB student members. Agency Membership Administration Process new and renewing agency membership applications; maintain accurate agency member accounts and records in iMIS. Serve in a supporting role for agency members; correspond regarding membership benefits, usage, payment, and renewal. New Member Engagement & Onboarding Coordinate bi-monthly new member webinars on Zoom, including scheduling presenters from executive leadership and staff, updating presentations, and managing live Q&A. Track new member engagement campaigns; vary and personalize communications based on response rates, ensuring touchpoints occur within the first month of membership. Generation Public Health Initiative Lead the restructuring and re-launch of Generation Public Health, including its membership component, communication and social media presence, and potential collaboration with Alliance and Advocacy teams. Write copy for marketing and outreach materials, foster partnerships with relevant internal teams and external stakeholders. Mentoring & Member Resources Modernize and better promote APHA’s mentoring programs to ensure broader member engagement across career stages; lead mentoring trainings in collaboration with the Component Affairs team. Collaborate with APHA Board and Section members to develop custom video content in Big Interview tailored to public health sector interview questions, in collaboration with the Component Affairs team. Community & Platform Engagement Maintain APHA LEAD engagement calendar and post relevant content 2–3 times per week; assist members with LEAD platform questions and navigation. Component & Program Liaisons Support 40-Year Emeritus Members in conjunction with the Director; maintain roster, prepare yearly certificates, letters, and free Annual Meeting registration notices. Serve as Membership department liaison to the Get Ready Campaign and National Public Health Week. Collaboration & Other Duties Collaborate with marketing, communications, and operations teams to align outreach messaging and campaign timing. Provide frontline feedback on prospect objections, member concerns, and messaging effectiveness to inform strategy. Partner with staff across Membership and other APHA departments to manage workload and special projects. Maintain iMIS records for all member types and prospects, support data integrity through ongoing cleanup and large-scale data maintenance projects as a secondary responsibility. Prepare the monthly membership dashboard report and summarize findings for staff and the Executive Board as a secondary responsibility. Assist with returned mail as needed; coordinate with team to ensure address information is corrected and updated in iMIS. Travel to the APHA Annual Meeting is required. Perform other related professional duties as assigned. Qualifications Bachelor’s degree and 1–3 years of membership, sales, customer service, or business development experience, preferably in a professional membership association or nonprofit environment. Demonstrated experience with outbound sales calls, pipeline management, and CRM or membership database systems (iMIS preferred). Strong verbal and written communication skills; ability to craft and deliver clear, compelling membership value propositions. Proficiency in Microsoft Office suite; experience with Informz, Higher Logic LEAD, or comparable platforms a plus. Strong commitment to data integrity and customer service excellence for internal and external audiences. Ability to manage multiple simultaneous projects and meet activity- and revenue-based performance goals. Comfort working with social media platforms and digital content creation tools. Ability to lift and/or move up to 25 lbs. Must be willing to work after business hours, including weekends, and travel to APHA-related meetings. Location Position is based in downtown DC near several metro stations. Hybrid work environment. Hours 35 hours a week, full-time, Monday - Friday (daytime). Number of openings: 1. #J-18808-Ljbffr American Public Health Association