Membership Services Coordinator

APS•Washington, DC

9d•Remote

About The Position

The member services coordinator is a vital front-line representative for the organization. This role is responsible for providing exceptional customer service and support to members and other constituents through various channels, including phone, email, and effective data management. This role is crucial in shaping the member experience and ensuring high levels of member satisfaction and retention. The membership services coordinator is an integral part of the Recruitment and Retention team, directly supporting the APS mission and strategic priorities through enhancing the member experience. Key responsibilities include managing member inquiries and requests across all service areas and building positive relationships by understanding member needs and offering appropriate solutions. This role is also responsible for maintaining accurate member data within the AMS/CRM systems to ensure efficient service delivery. We are seeking an approachable, service-driven individual to fill this dynamic role. APS is a remote-first work environment, meaning employees primarily work from home. In-person meetings are held when there is a clear business need or benefit, and employees may be required to attend such meetings.

Requirements

Minimum High School diploma or equivalent required.
Minimum 2 years of customer service experience.
Experience with databases and/or Association Management Systems (AMS), preferably NimbleAMS or Salesforce.
Strong analytical and numerical skills.
Knowledge of office practices, strong administrative, and customer service skills.
Excellent attention to detail, problem-solving, and critical thinking abilities.
Proficiency in Microsoft Office Suite (Excel, Word), Google Workspace (Sheets, Docs), and other online shared document products.
Strong organization, documentation, and prioritization skills.
Works effectively both independently and as part of interdepartmental teams, with an ability to adapt to changing schedules.
Courteous manner and excellent written communication skills.
Ability to independently compose well-written correspondence.
Proven capacity to meet deadlines while effectively prioritizing and managing a high volume of diverse tasks, especially in a remote work environment.
Excellent interpersonal skills and ability to maintain professional relationships.

Responsibilities

Utilize service desk software to manage member communication through phone and email.
Manage member accounts by updating records, processing payments, and addressing inquiries, all while delivering excellent customer support.
Troubleshoot member log-in and access issues.
Assist members with online journal access and missing issue fulfillment
Update member addresses, including investigating undeliverable mail.
Utilize member feedback to enhance service quality, answer questions, and resolve problems.
Maintain data accuracy in the association management system by correcting member records.
Manage electronic filing of renewal invoices and accounting batch deposits.
Independently research and resolve complex membership problems.
Assemble, validate and process renewal invoice payments, ensuring follow-up procedures are completed.
Process specialty member applications.
Assist with coordinating and generating reports.
Maintain and update standard operating procedures.
Perform additional administrative tasks as needed.
Collaborate with other APS departments to ensure seamless service delivery and adherence to service standards.

Benefits

Flexible schedules and ability to work remotely
8% employer-paid retirement contribution
Investment advisement services: 100% employer paid
Medical benefits: PPO or HDHP option
Employer contribution to FSA or HSA account, eligibility based on medical plan enrollment
Lifestyle Spending benefit up to $1,500.00 (USD) - 100% employer paid
Vision benefits: individual and dependent coverage 100% employer paid
Basic Life & Accident insurance: employee coverage 100% employer paid
Supplemental Life & Accident insurance, including spouse & dependent child(ren) coverage
Disability insurance: employee coverage 100% employer paid
Voluntary Accident & Critical Illness insurance
Healthcare, Commuter & Dependent care flexible spending accounts
Vacation: 15 days annually
Generous holiday leave: 17 paid office closures; includes one week closure at the end of December
Personal leave: 4 days annually
Volunteer leave: 1 day annually
Sick leave: 10 days annually
Bereavement & Compassion leave: 2 -15 days based on loss
12 weeks employer-paid family leave
College tuition reimbursement plan
Job related seminar & continuing education 100% employer paid
Professional Certification/Recertification 100% employer paid
Training and professional development; access to LinkedIn Learning on-demand courses
Employee Assistance Program
Mindfulness Meditation: live and on-demand classes