Member Services Rep

Location

Maryland, Headquarters – 421 Aviation Way, Frederick, MD 21701, USA

The Membership Service Specialist plays a key role in delivering exceptional service to AOPA members. This front-line position ensures members receive timely, accurate, and friendly support across a range of inquiries, from membership benefits and renewals to aviation resources and service navigation. The role is ideal for someone with strong communication skills, attention to detail, and a passion for excellent customer service and member engagement.

• Customer Service (90%):
  Respond to inbound calls, emails, and chats, ensuring an outstanding customer experience. Assist with membership inquiries, renewals, upgrades, cancellations, membership benefits, and account updates. Educate and guide members through AOPA’s full suite of benefits, including advocacy, insurance services, pilot resources, events, and more. Support members in accessing tools such as online resources, training programs, and member discounts. Accurately enter and update member data in CRM systems (e.g., Salesforce).
  
  Represent AOPA values with professionalism, empathy, and a deep understanding of the general aviation community.
• Event / Airshow Support (5%):
  Represent AOPA as a Member Services Specialist at events around the country.
• Escalation Management (5%):
  Handle complex and/or high‑profile member concerns with empathy, professionalism, and timely resolution.
• Compliance and Policy Enforcement
  :
  Maintain knowledge of organizational policies and employment regulations, ensuring team compliance. Uphold confidentiality and accuracy in all personnel records and actions.

• Excellent written and verbal communication skills.
• Strong data entry skills (speed and accuracy).
• Ability to project a positive attitude in all interpersonal communications.
• Proficient in MS Office.
• Good organizational skills required for a fast‑paced environment.
• Problem‑solving skills to assure member satisfaction in all forms of communication.

• Experience with Salesforce, Five9 telephony system, and Zendesk.
• Some project experience (management or participation).

This position works in an office setting. Typical working hours are 9:30 am – 6 pm, Monday through Friday, with a one‑hour lunch break. The role may involve occasional exposure to outdoor weather conditions when attending aviation‑related events, including exposure to higher altitudes and confined spaces if in a general aviation aircraft. Travel up to 10% of the time may be required, by aircraft (general aviation and commercial) and by road or public transit.

The physical demands are typical of a standard office environment. Responsibilities may include sitting for extended periods while working at a computer or attending meetings, using hands and fingers to operate a computer keyboard, mouse, and other office equipment, communicating effectively via email, phone, and in‑person, occasionally lifting or moving items weighing up to 15 pounds, and occasionally standing, walking, and reaching with hands and arms.

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

This position is located at AOPA’s Frederick, MD office. The hourly range for this position is $20.00 – $23.00, depending on education and experience.

Hourly range: $20.00 – $23.00 (dependent on education and experience).

• Flight Training (earn your Private Pilot License for free) & Annual Flight Proficiency Program.
• Medical, Dental, and Vision insurance for employees and dependents, effective the 1st of the month following start date.
• Flexible Spending Plans.
• Health Savings Plan with employer contribution.
• 401(k) Retirement Plan with company match and annual discretionary supplemental employer contribution.
• Company‑paid Short and Long‑term Disability Insurance.
• Company‑paid Life Insurance and AD&D insurance with option to buy up.
• Paid Time Off (PTO): 17 days accrued during first year (accruals increase based on tenure).
• Paid Holidays: 12 holidays.
• Personal days: 3 (prorated based on hire date).
• Volunteer day: 1 (prorated based on hire date).
• Work From Home Fridays.
• AOPA Membership.
• Employee Assistance Program.
• Wellness Program (earn medical insurance premium discounts).
• Supplemental insurance options (critical illness, accident, hospital indemnity).
• Tuition Reimbursement Program.
• Discount on AOPA swag.
• Business casual dress code.
• Free coffee, tea, hot cocoa.

Equal Opportunity Employer.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.