Association Management Center · 5 hours ago
Member Service Representative
Schaumburg, IL
Full-time
Hybrid
New Grad, Entry Level
$24.50/hr - $24.50/hrAssociation Management Center (AMC) is a trusted partner to leading health and science associations. The Member Services Representative delivers a positive customer experience for AMC’s association members and customers, acting as brand ambassadors and advocates for the member’s voice.
AdvertisingConsultingManagement ConsultingMarketing
No H1B
Responsibilities
Apply a resolution-focused approach when responding to inbound calls, emails, chat, web forms, and other digital channels regarding membership, meetings, publications, products, programs, certifications, and general inquiries
Proactively engage with members to anticipate needs, provide tailored recommendations, and follow up to ensure satisfaction after resolution
Develop proficient knowledge and application of various database management systems and digital support tools
Build deep familiarity with assigned clients, their products, and processes to serve as a trusted resource for both members and the Member Services team
Attend and actively participate in client team meetings; share member insights, feedback trends, and service observations to inform client strategy and continuous improvement
Capture and document member feedback, pain points, and suggestions; share actionable insights with the Manager and client teams to enhance the member experience
Assist assigned client teams with special projects, onsite registration, and call campaigns as needed
For assigned clients, conduct timely outreach to customers with outstanding balances for exhibits, advertising, and sponsorships to secure payment
Reach out to event attendees to collect missing information (e.g., dietary restrictions, emergency contacts) to ensure a smooth event experience
Provide backup support for conference balance dues outreach and other client service needs
Serve as a backup for assigned clients and support the Member Services team during absences or peak periods
Collaborate with cross-functional teams (e.g., marketing, events, product, technology) to deliver a unified and seamless member experience
Take ownership of key member journey touchpoints—within the scope of assigned responsibilities and under the guidance of the Manager—to ensure a consistent and positive experience from onboarding through renewal and event participation
Guide members in using digital self-service tools and resources, including basic troubleshooting and support
Qualification
Required
Bachelor's degree or equivalent experience
Experience in customer service and/or call center environment
Demonstrated empathy, adaptability, and a passion for delivering exceptional customer experiences
Friendly, courteous, helpful, patient, enthusiastic, and resourceful
Strong judgment and professionalism; ability to interact confidently 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 and identifies solutions
Strong computer skills, including Microsoft Office Suite, web platforms, and database systems
Ability to travel out of state and overnight on occasion, if requested
Commitment to AMC's values and continuous improvement culture
Physical: primarily a desk-based role, requiring extended computer use. Work involves sitting, talking, hearing, and typing, with visual acuity required for keyboard usage, data analysis, and computer terminal operation. Occasional light lifting may be necessary
Preferred
Familiarity with issue tracking software (e.g., Jira Service Management) is a plus; training will be provided as needed
Benefits
Generous paid time off (20+ days!)
12 paid holidays
Medical, vision and dental options, along with life insurance and an 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.
Company
Association Management Center
Associations are all about passion and dedication.
Founded in 1974
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Steve Smith, CAE
Chief Executive Officer (AMC)
Susan Farrell Stock, MPS
Chief Operating Officer
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