Associate Member Success

APTA • Alexandria, VA

3d • Onsite

About The Position

We are seeking a Customer Service Representative who will serve as the main point of contact for our members, providing exceptional service across multiple communication channels, including inbound and outbound calls, emails, and live chats. This role plays a critical part in supporting membership recruitment, retention, and engagement by resolving inquiries, assisting with membership renewals, and promoting APTA’s products, initiatives, and benefits. In this role, you will manage customer interactions professionally and efficiently, troubleshoot website and membership issues, and assist members in completing purchases online and over the phone. You will also proactively inform customers about membership benefits and services, while ensuring they have a seamless and positive experience.

Requirements

• High school diploma required; Associate degree preferred
• 2-4 years of customer service experience (call center or high-volume contact center preferred)
• Experience using CRM systems (Protech, MS Dynamics, or similar software a plus)
• Strong customer service skills with a passion for helping others
• Excellent verbal, written, and interpersonal communication skills
• Ability to handle calls and inquiries from our members with professionalism and composure
• Strong problem-solving skills and ability to navigate multiple systems
• High attention to detail and accurate data entry skills

Nice To Haves

• Sales experience or ability to upsell products/services is a plus

Responsibilities

• Act as the primary contact for members, answering incoming calls, chats, and emails
• Resolve customer inquiries and troubleshoot membership, subscription, and website issues
• Assist members with joining/renewing memberships, registering for events, and placing orders
• Provide accurate and timely product and service information to customers
• Process membership applications, renewals, and payments
• Identify and escalate critical issues to management as needed
• Maintain comprehensive and up-to-date customer records in the association database
• Recognize and document trends in customer inquiries to improve service delivery
• Follow up with customers as needed to ensure a positive resolution
• Promote and upsell APTA products, services, and membership benefits
• Contribute to a collaborative and positive work environment
• Actively support the organization’s mission, vision, and brand
• Upholds and fosters APTA Staff Values.
• Complies with all APTA policies and procedures.
• Performs other duties as assigned to foster achievement of association priorities.

Benefits

• APTA has outstanding employee benefits, including flexible work schedules, generous retirement contributions, and travel subsidies for employees who choose public and active transportation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED