What are the responsibilities and job description for the Specialist, Member Success position at American Physical Therapy Association?
Details
Posted : 04-Feb-25
Location : Alexandria, VA
Type : Full Time
Categories :
Customer Service and Support
Preferred Education :
Some College
Title : Specialist, Member Success
Department / Unit : Member Success / Technology and Organization Performance
FLSA Status : Full-time, Non-Exempt
Location : The position is located on-site at the APTA headquarters in Alexandria, VA
NOTE : The work days and hours for this position are Monday thru Friday, 10 AM – 6 PM
About APTA
Do you want to contribute to an organization dedicated to improving societal health? Would you like to collaborate with colleagues who are passionate about making a difference? Are you excited to work in a new state-of-the-art building designed to encourage movement, participation, and employee health?
Then you want to work for APTA!
APTA is the trusted leader for the physical therapy profession, representing more than , physical therapists, physical therapist assistants, and physical therapy students. Our approximately employees support the association’s mission to build a community that advances the profession of physical therapy to improve the health of society. Learn more in our Association Profile.
Located in Alexandria, Virginia, APTA has outstanding employee benefits, including flexible work schedules, generous retirement contributions, and travel subsidies for employees who choose public and active transportation.
Summary
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.
Essential Functions
- 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
Staff Expectations
Qualifications & Skills
Travel Requirements
10%, local and National
