Member Services Representative

AMC -Association Management Center; Schaumburg (IL); Hybrid; USD 33,000 - 36,000; Full time

Benefits offered by this job

Generous paid time off

12 paid holidays

Medical, vision and dental options

Life insurance

Employee Assistance Program

401(k) and financial wellness benefits

Job summary

AMC - Association Management Center is seeking a Member Services Representative to deliver a positive, end-to-end member experience in a hybrid role based in Schaumburg, IL. You will act as a brand ambassador, resolve inquiries across channels, and anticipate member needs while upholding AMC values of care, trust, and excellence.

Responsibilities include building client relationships, utilizing CRM systems, collaborating with cross-functional teams, and contributing to continuous service

Qualifications

• Experience in customer service or call center environment.
• Demonstrated empathy and ability to deliver exceptional customer experiences.
• Friendly, courteous, patient, and resourceful behavior.
• Strong written and verbal communication; professional interaction with all levels.

Responsibilities

• Respond to inbound inquiries via calls, emails, chats, and forms regarding membership, meetings, publications, products, programs, and certifications.
• Proactively engage with members to anticipate needs and follow up to ensure satisfaction after resolution.
• Develop familiarity with databases and digital support tools; document and track interactions.
• Use approved productivity tools to improve efficiency and documentation; identify trends for service improvement.
• Collaborate with client teams to deliver a unified member experience and participate in meetings when needed.

Skills

Customer service

Call center

Empathy

Communication

Problem solving

Team player

Tools

Microsoft Office Suite

CRM platforms

AI-assisted productivity tools

Job description

Member Services Representative

Association Management Center (AMC) is a trusted partner to more than23 leading health and science associations and professional societies.Our talented team of more than 150 professionals provides theday-to-day operational management our clients need to achievetheirbusiness goals. We are proud to support our clients in the impactfulwork they do and to create a workplace in which all are welcomed andcelebrated for the diverse skills, experiences, and backgrounds theybring. At AMC, you’ll join a dynamic team of collaborative,innovative, and supportive professionals and have the opportunity to"Achieve What You Believe."

About the Role

The Member Services Representative delivers apositive, end-to-end customer experience for AMC’s association membersand customers. MS Reps act as brand ambassadors, advocates for themember’s voice, and key contributors to AMC’s customer experiencestrategy. While striving for "one stop" resolution, MS Repsalso anticipate member needs, build relationships, and ensure everyinteraction reflects AMC’s values of caring, trust, and excellence.

Responsibilities:

• Apply a resolution-focused approach when responding to inboundcalls, emails, chat, web forms, and other digital channels regardingmembership, meetings, publications, products, programs,certifications, and general inquiries.
• Proactively engage with members to anticipate needs, providetailored recommendations, and follow up to ensure satisfaction after resolution.
• Develop proficient knowledge and application of various databasemanagement systems and digital support tools.
• Utilize approved productivity and AI-assisted tools, such asMicrosoft Copilot, to improve efficiency, enhance documentation,identify trends, and support member service operations.
• Build deep familiarity with assigned clients, their products, andprocesses to serve as a trusted resource for both members and theMember Services team.
• Attend and actively participate in client team meetings; sharemember insights, feedback trends, and service observations to informclient strategy and continuous improvement.
• Capture and document member feedback, pain points, andsuggestions; share actionable insights with the Manager and clientteams to enhance the member experience.
• Identify recurring member issues, service gaps, and emergingtrends and accelerate observations to the Manager and client teams forevaluation and potential improvement initiatives.
• Assist assigned client teams with special projects, onsiteregistration, and call campaigns as needed.
• For assigned clients, conduct timely outreach to customers withoutstanding balances for exhibits, advertising, and sponsorships tosecure payment.
• Reach out to event attendees to collect missing information (e.g.,dietary restrictions, emergency contacts) to ensure a smooth event experience.
• Provide back-up support for conference balance due outreach andother client service needs.
• Maintain accurate process documentation, client procedures,knowledge resources, and training materials to support serviceconsistency, onboarding, cross-training, and organizationalknowledge retention.
• Maintain cross-training and backup readiness for assigned clientaccounts and support the Member Services team during absences,transitions, and peak workload periods.
• Collaborate with cross-functional teams (e.g., marketing, events,product, technology, and shared services teams) to deliver a unifiedand seamless member experience.
• Take ownership of key member journey touchpoints—within the scopeof assigned responsibilities and under the guidance of theManager—to ensure a consistent and positive experience fromonboarding through renewal and event participation.
• Guide members in using digital self-service tools and resources,including basic troubleshooting and support.
• Participate in service quality initiatives and use memberfeedback, service metrics, and operational trends to identifyopportunities for continuous improvement.

Experience and Skills

• Experience in customer service and/or call center environment.
• Demonstrated empathy, adaptability, and a passion for deliveringexceptional customer experiences.
• Friendly, courteous, helpful, patient, enthusiastic, and resourceful.
• Strong judgment and professionalism; ability to interactconfidently with all levels of staff and customers.
• Excellent verbal and written communication skills.
• Positive interpersonal skills; collaborative team player.
• Ability to organize and manage multiple tasks and priorities.
• Proactive problem-solving mindset: anticipates issues andidentifies solutions.
• Ability to travel out of state and overnight on occasion, if requested.
• Commitment to AMC’s values and continuous improvement culture.
• Ability to travel out of state and overnight occasionally, by allmodes of transportation including car, plane and train.
• Physical: primarily a desk-based role, requiring extended computeruse. Work involves sitting, talking, hearing, and typing, withvisual acuity required for keyboard usage, data analysis, andcomputer terminal operation. Occasional light lifting may benecessary. AMC provides reasonable accommodations to qualifiedindividuals with disabilities to perform the essential functions oftheir job. Reasonable accommodations will be determined on acase-by-case basis.
• Strong computer skills, including Microsoft Office Suite, webplatforms, and database systems. Familiarity with CRM platforms,issue tracking systems, and AI-assisted productivity tools is a plus.
• Ability to learn and adapt to new technologies and service processes.

Why You’ll Love It Here:

AMC was founded on the core values of Caring, Mutual Trust, Respect,and Integrity. Employees will enjoy being part of a team that embracesa high-performance culture and fosters accountability, personal growthand client success.

Our wide range of benefit offerings include:

• Generous paid time off (20+ days!)
• 12 paid holidays
• Medical, vision and dental options, along with life insurance andan Employee Assistance Program.
• Financial wellness benefits including 401(k), FSA & HSA,employer-paid life and AD&D insurance; paid leave &disability programs.
• Professional development, tuition & certification assistance;internal advancement opportunities.
• Commitment to Diversity, Equity, Inclusion and Belonging.

Compensation:

• $24.50 per hour.

Location:

• This is a hybrid role in Schaumburg, IL. Employees who residewithin 50 miles of the office are expected to work onsite up to oneday per month. At times, there may be circumstances that requireadditional visits to the office.
• Applicants must be located and authorized to work in the US on afull-time basis now and in the future. We are not able to sponsorcandidates requiring work authorization.

Association Management Center is an equal opportunityemployer. We are committed to building a diverse team inwhich all employees are welcomed, valued, and respected for theirindividual strengths, perspectives, and contributions.

Disclaimer The statements herein are intended todescribe the general nature and level of work being performed by theemployee in this position. They are not intended to be construed as anexhaustive list of all responsibilities, duties, and skills requiredof a person in this position.