Specialist, Member Success

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 100,000 physical therapists, physical therapist assistants, and physical therapy students. Our approximately 150 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

• Upholds and fosters team values.
• Complies with all APTA policies and procedures.
• Performs other duties as assigned to foster achievement of association priorities.

Qualifications & Skills

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

Travel Requirements

10%, local and National

How To Apply

Please send resume and cover letter, including salary requirements, when applying.

Principals only; no agencies; no phone calls, please.  Candidates selected to participate in an interview will be contacted by Human Resources.

The American Physical Therapy Association is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, ethnic or national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, sexual orientation, gender identity, disability, or military status or any other characteristic protected by law.

APTA participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information, please visit e-verify.uscis.gov.

APTA is committed to a diverse and inclusive workforce and invites and welcomes applicants with diversity of experience, mindset, and skills to add value to APTA and our staff community.