Member Experience & Engagement Specialist

American Counseling Association; Alexandria (VA); Hybrid; USD 42,000 - 56,000; Full time

Job summary

The American Counseling Association is the world’s largest organization representing professional counselors across practice settings. The Member Service Representative will be a main contact for ACA members and potential members, delivering world-class service and maintaining accurate data across membership processes.

This role emphasizes strong English communication, data accuracy, and collaboration with staff to ensure a superior member experience and retention.

Qualifications

• High school diploma or equivalent; Bachelor's degree desirable.
• 3-5 years of customer service or related experience, preferably in a membership association.
• Superior people skills to interact with members and customers from diverse backgrounds.
• Strong computer skills including Microsoft Office and ability to learn new programs.
• Experience with membership databases (iMIS) desired.

Responsibilities

• Serve as ACA membership ambassador by providing world-class customer service during all contact with current, potential or former members.
• Respond promptly, courteously, and professionally to inquiries via telephone, email, web interaction and chat; handle inquiries, complaints, product and service information, campaigns, activities, programs, and returns.
• Resolve member concerns or complaints with products and/or services to ensure loyalty; escalate unusual issues to supervisor or senior membership team.
• Demonstrate high member satisfaction based on reports and surveys.
• Build knowledge of ACA’s member services and effectively communicate products, benefits, and service opportunities to members.
• Utilize upselling and cross-selling techniques to increase transaction value while promoting ACA products and services.
• Process membership applications, renewals, reinstatements, and changes via various channels with accuracy and secure payment handling.
• Process registrations for conferences, webinars, and other offerings with accuracy and timely completion.
• Process orders for publications and certificates with accuracy and timely handling.
• Participates in new member outreach calls and special engagement initiatives; conduct courtesy outbound calls to new members.
• Works with liability insurance provider contact to verify membership as needed.

Skills

Customer service

Communication skills

Microsoft Office

Problem-solving

Time management

Autonomy

Education

High school diploma or equivalent

Bachelor's degree desirable

Tools

iMIS

CRM systems

Job description

The American Counseling Association is the world’s largest organization representing professional counselors across practice settings. The Member Service Representative will be a main contact for ACA members and potential members, delivering world-class service and maintaining accurate data across membership processes.

This role emphasizes strong English communication, data accuracy, and collaboration with staff to ensure a superior member experience and retention.