Member Services Representative

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

Description

Job Purpose

The American Counseling Association (ACA) is the world’s largest organization representing professional counselors in various practice settings. Our vision: Every person has access to quality professional counseling to thrive. Our mission: Advancing the counseling profession, mental health and well-being through education, advocacy, community, inclusion and research. Our values: Diversity, Equity & Inclusion, Integrity, Proactive Leadership, Professional Community & Relationships, Scientific Practice & Knowledge, Social Justice & Empowerment.

All American Counseling Association team members are encouraged, supported, and expected to demonstrate The Way We Work Values: Be Flexible, Be Creative, Be Empowered, Be Inquisitive, Be Collaborative and Be Respectful.

The Member Service Representative (MSR) is one of the main points of contact with ACA members and potential members and serves a critical role in ensuring a world class member experience resulting in member engagement and retention. This position exercises discretion and independent judgment with respect to the member and customer experience. The MSR will ensure membership inquiries are addressed in proficient/correct English, courteously and effectively, and information and research are completed in an accurate and timely manner. This position is responsible for many day-to-day administrative tasks including, but not limited to, member and potential membership research, data quality and distribution of outreach materials. This position interacts with staff across the association providing member feedback, recommendations and analysis required to ensure ACA continually provides excellent customer service and the products and services important to our members. This position has no supervisory responsibilities.

In addition to the below list of responsibilities, the MSR will carry out assigned tasks that are consistent with the general responsibilities of this position.

Key Responsibilities

Member Operations and Engagement

• Serve as ACA membership ambassador by providing world-class customer service during all contact with a current, potential or former member.
• Respond promptly, courteously, and professionally to each telephone, email, web interaction and chat; handling member/prospect inquiries, complaints, product and service information, campaigns, activities, programs, and returns.
• Resolve any members’ concern and/or complaint with products and/or services to ensure continued member loyalty or to gain a new member renewal or reinstatement; escalates any unusual issues or decisions to member services supervisor and/or senior membership team management.
• Demonstrate high member satisfaction of overall member experience based on special reports, analysis and member feedback surveys.
• Build and maintain deep knowledge of ACA’s member services which is displayed by a thorough knowledge of and effective communication of association’s products, benefits, and service opportunities to current and potential members.
• Utilize upselling and cross-selling techniques to increase the transaction value of each interaction while promoting the Association products, benefits and services.
• Process membership applications: new members, renewals/reinstatements and changes received via telephone, email, web chat and fax in a complete, accurate and timely manner; maintaining finance/accounting best practices including safe credit card use.
• Process registrations including, but not limited to: conference, webinars, podcasts, and other educational offerings received via telephone, email, web chat and fax in a complete, accurate and timely manner; maintaining finance/accounting best practices including safe credit card use.
• Process orders including, but not limited to: publications and certificates, received via telephone, email, web chat and fax in a complete, accurate and timely manner; maintaining finance/accounting best practices including safe credit card use.
• 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.

Membership Database Management

• Ensure demographic information is up to date and recorded accurately in the appropriate database for any membership call.
• Merge duplicate records as needed.
• Update member return mail addresses and remailing printed dues renewals and/or other materials.
• Tracks and enters daily call, phone, chat, and web log data based on serving members and customers.
• Assist finance/accounting with reconciliations, account issue and resolution, and other accounting and finance processes as needed.
• Displays working knowledge of iMIS processing and procedures and the Membership Department Policy Manual.
• Process reports and orders for ACA Certificates (including dealing with questions and/or reprints).
• Process fulfillment of anniversary ACA member pin orders and ensuring accurate reporting.
• Other duties as assigned.

Requirements

• 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 and provide exceptional customer service to people from a variety of backgrounds.
• Strong computer skills, including proficiency in Microsoft Office and other programs, as well as the ability to learn and adapt to new programs.
• Experience with membership databases (iMIS) desired.
• Proficient in English; strong written and verbal communications skills and an ability to communicate via a variety of mediums (email, phone, chat, etc.).
• Exceptional organizational skills.
• Experience handling and resolving member/customer requests, concerns, complaints, and issues while maintaining a professional and calm demeanor; strong problem-solving skills.
• Ability to perform well under pressure, prioritize, and consistently meet deadlines.
• Ability to take initiative and work well with a high degree of autonomy.
• Attention to detail with a high degree of accuracy.
• Demonstrated skills at juggling competing demands and prioritizing assignments.
• Strong problem-solving skills.

Location:

Hybrid. Must be able to report for in-person work up to 2 times a month. Some evenings and weekends may be required. Candidate must reside within the Washington DC Metro area.

An Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer:

At ACA, Equal Employment Opportunity is our commitment and goal. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other protected status designated by federal, state or local law.