Title:                                Specialist, Member Success

Department/Unit:          Member Success/Member Experience

FLSA Status:                    Full-time, Exempt

Location:                         Alexandria, VA

Summary

Provides professional services in a high-volume call center by answering incoming calls, chats and emails from customers who want to join/renew their membership, place orders, register for events, respond to inquiries, manage complaints, troubleshoot website issues, customer service problems, and provide general information.  You will be a member of the primary contact team for consumers interested in APTA products and services we offer and will be responsible for assisting them in completing purchases online and over the phone.  You will also inform customers of product terms and features and project a professional company image through voice and online interactions.

A member of Member Engagement that implements efforts to support organizational priorities and activities within the Member Success department. Supports unit efforts with a focus on departmental contributions to membership strategy for the Association. Participates and support efforts for appointed and member volunteer groups and APTA leadership. Supports preparation of documents and seeks out opportunities for continuous quality improvement in department activities.

Essential Functions:

• Provides support for implementation of activities in the Member Success department.
• Assists department colleagues with carrying out efforts to meet objectives on organizational priorities with a focus on departmental contributions to membership strategy for the Association.
• Supports operational needs for appointed and member volunteer groups and APTA leadership.
• Provides support with data entry as appropriate.
• Seeks out and supports and opportunities for continuous quality improvement in department activities.
• Is an effective champion of the Association vision, mission, and brand.
• Prepares and submits in a timely manner, required departmental compliance forms when applicable.
• Provides support of the department operations, including opportunities to advance and gain efficiencies.
• Supports the Member Experience team in the implementation of the Association’s programs, priorities, and projects in partnership with department Senior Manager and staff colleagues
• Prepares in consultation with the Senior Manager department level data which supports and aligns with the APTA data strategy

Staff Expectations

• Upholds and fosters team values
• Complies with all APTA policies and procedures
• Performs other duties as assigned to foster achievement of association priorities

Qualifications

• High school diploma required, Associates degree preferred
• 2-4 years’ experience in a call center or high-volume customer contact environment
• Experience with iMIS, MS Dynamics or other customer database (e.g., CRM) a plus
• Knowledge of customer service practices and principles
• Strong data entry and customer relations skills
• Excellent interpersonal and problem-solving skills
• Excellent communications skills – listening, written and verbal
• Highly organized with a keen ability to handle multiple projects and meet deadlines

How to Apply

Send your resume and cover letter, with salary requirements when submitting application

Principals only; No agencies; no phone calls, please.  Candidates selected to participate in an interview will be contacted by Human Resources.

The American Physical Therapy Association is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

APTA participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit e-verify.uscis.gov.

APTA is committed to a diverse and inclusive workforce and invites and welcomes applicants with diversity of experience, mindset, and skills to add value to APTA and our staff community.

Position is located in Alexandria, VA.