Member Services Specialist II

American Public Health Association; Washington (District of Columbia); On-site; USD 65,000 - 80,000; Full time

Job summary

American Public Health Association in Washington, DC seeks a Member Services Specialist II to drive membership growth, retention, and engagement. You will convert prospects, re-engage lapsed members, and support onboarding across Schools and Programs of Public Health and bulk membership.

You will manage inbound inquiries, conduct outbound outreach, and coordinate bi-monthly member webinars. Proficiency with iMIS, Zoom, and CRM workflows is expected. Travel to the Annual Meeting is required.

Qualifications

• Respond to inbound inquiries by phone and email with timely, accurate support.
• Conduct outbound sales calls to promote APHA membership offerings.
• Follow up via phone, email, and CRM-driven workflows to move prospects through the funnel.

Responsibilities

• Respond to inbound membership inquiries by phone and email within turnaround times.
• Execute structured call campaigns tied to growth goals and campaigns.
• Coordinate bi-monthly new member webinars and STB program activities.
• Maintain iMIS records and assist with billing coordination and renewals.
• Collaborate with teams to align outreach messaging and campaigns.

Skills

Outbound sales

CRM workflows

Customer service

Data management

Event coordination

Communication skills

Tools

iMIS

Zoom

Job description

The Member Services Specialist II serves as a primary driver of APHA membership growth, retention, and engagement through proactive outreach, relationship-based sales, and program administration. This role converts prospective members into new APHA members, re-engage lapsed members, and supports the full lifecycle of student and early career engagement including the Schools and Programs of Public Health (STB) bulk membership program and the Generation Public Health initiative. The Member Services Specialist II also functions as a key customer service contact and contributes to new member onboarding, mentoring modernization, and community engagement programming.

Membership Sales and Outreach

: Respond to inbound membership inquiries by phone and email, providing timely, accurate, and consultative support within the departments established turnaround time.

• Conduct outbound sales calls to prospective, lapsed, and at-risk members to promote APHA membership offerings and articulate clear, stage-appropriate value propositions.
• Execute structured call campaigns tied to membership growth goals, renewal cycles, and promotional initiatives, including Annual Meeting and key campaign windows.
• Follow up consistently via phone, email, and CRM-driven workflows to move prospects through the sales funnel; identify and address drop-off points.

Student and Bulk Membership Administration (STB Program)

: Serve as primary point of contact and subject matter expert for the Schools and Programs of Public Health student bulk membership program. Manage enrollment, verification, billing coordination with accounting, renewals, and data activation; ensure accurate iMIS records for all STB accounts.

• Coordinate and facilitate semi-annual welcome webinars for incoming STB student members.

Agency Membership Administration

Process new and renewing agency membership applications; maintain accurate agency member accounts and records in iMIS. Serve in a supporting role for agency members; correspond regarding membership benefits, usage, payment, and renewal.

New Member Engagement And Onboarding

Coordinate bi-monthly new member webinars on Zoom, including scheduling presenters from executive leadership and staff, updating presentations, and managing live QandA.

• Track new member engagement campaigns; vary and personalize communications based on response rates, ensuring touchpoints occur within the first month of membership.

Generation Public Health Initiative:

Lead the restructuring and re-launch of Generation Public Health, including its membership component, communication and social media presence, and potential collaboration with Alliance and Advocacy teams. Write copy for marketing and outreach materials, foster partnerships with relevant internal teams and external stakeholders.

Mentoring and Member Resources:

• Modernize and better promote APHAs mentoring programs to ensure broader member engagement across career stages; lead mentoring trainings in collaboration with the Component Affairs team.
• Collaborate with APHA Board and Section members to develop custom video content in Big Interview tailored to public health sector interview questions, in collaboration with the Component Affairs team.

Community and Platform Engagement:

Maintain APHA LEAD engagement calendar and post relevant content 2-3 times per week; assist members with LEAD platform questions and navigation.

Component and Program Liaisons:

Support 40-Year Emeritus Members in conjunction with the Director; maintain roster, prepare yearly certificates, letters, and free Annual Meeting registration notices. Serve as Membership department liaison to the Get Ready Campaign and National Public Health Week.

Collaboration and Other Duties:

Collaborate with marketing, communications, and operations teams to align outreach messaging and campaign timing. Provide frontline feedback on prospect objections, member concerns, and messaging effectiveness to inform strategy. Partner with staff across Membership and other APHA departments to manage workload and special projects. Maintain iMIS records for all member types and prospects, support data integrity through ongoing cleanup and large-scale data maintenance projects as a secondary responsibility. Prepare the monthly membership dashboard report and summarize findings for staff and the Executive Board as a secondary responsibility. Assist with returned mail as needed; coordinate with team to ensure address information is corrected and updated in iMIS.

Travel to the APHA Annual Meeting is required. Perform other related professional duties as assigned.