Member and Customer Experience Specialist

Society of Critical Care Medicine; Mount Prospect (IL); Hybrid; USD 51,000 - 69,000; Full time

Job summary

Society of Critical Care Medicine in the Chicago area seeks a Specialist, Member and Customer Experiences to serve as the primary contact for member inquiries, ensuring responsive service and effective issue resolution across channels.

Positioned in the Membership department, this role supports membership growth, account access and navigation, and provides administrative help to maintain a healthy membership pipeline.

Experience with CRM/AMS systems and nonprofit environments is preferred.

Qualifications

• Associate degree or equivalent combination of education and experience required.
• Minimum of 2 years of experience in customer service, member services, or support roles.
• Experience working with CRM/AMS systems required.
• Experience in an association, nonprofit, or customer-facing organization preferred.
• Ability to travel when requested to Annual Congress.

Responsibilities

• Serve as the primary contact for customer and member inquiries across channels.
• Support account access, product navigation, and service needs throughout the lifecycle.
• Identify trends and barriers to improve member value and retention.
• Link members and the organization to enhance engagement and loyalty.
• Provide data management, transactions, and member communications support.
• Assist Membership team with administrative and operational tasks.

Skills

Customer service

Communication

CRM/AMS experience

Education

Associate degree or equivalent combination of education and experience

Tools

CRM/AMS systems

Job description

Salary: $60,000
If hired, you must reside in the Chicagoland area.

In Office Requirement: Hybrid,anticipateone week per month,on average,to staff reception desk

Position Summary

TheSpecialist,Memberand CustomerExperienceservesas the primary point of contact for customer and member inquiries, ensuring responsive, high-quality service,andinquiryresolution across all channels. This role supports both customers and members throughout the lifecycle,assistingwith account access, product navigation, and service-related needs.

Positioned within the Membership department, this role plays a key part in supporting membership growth, conversion, and retention by enhancing the overall customer and member experience. The Specialistidentifiestrends, removes barriers in the customer journey, and elevates issues for holistic resolution across the organization.

This role serves as a key connector between members, customers,and the organization, proactively supporting engagement,identifyingopportunities to strengthen member value, and providing insights that improve retention, loyalty, and overallmember and customerexperience.

In addition, this role provides administrative and operational support to the Membership team to helpmaintainan effective membership pipeline, including assisting with data management, transactions, and member communications.

Qualifications and Experience

• Associate degree or equivalent combination of education and experiencerequired
• Minimum of 2 years of experience in customer service, member services, or support roles
• Experience working with CRM/AMSsystemsrequired
• Experience in an association, nonprofit, or customer-facing organization preferred
• Ability to travel when requested toAnnualCongress.
  

Why SCCM?

• Flexible Work Options: With our generous remote work policy, much of your work will be from home. We value work-life balance, but you’ll need to be able to come into the office when required by your supervisor.
• Generous Paid Time Off: Take advantage of paid vacation and 13 paid holidays each year, plus a summer hours program for that perfect work-life balance.
• Comprehensive Benefits: Enjoy medical, dental, short- and long-term disability, and life insurance coverage to keep you and your family protected.
• Paid Parental Leave: Take the time you need to bond with your new addition to the family.
• Matching 401(K): We invest in your future with a 401(K) matching program to help you save for retirement.
• Educational Assistance: Continue learning and growing with educational assistance—we’re invested in your personal and professional development.

SCCM is an Equal Opportunity Employer. SCCM does not use AI to screen applicants; your application will be reviewed by a real person!