Member Services Representative

Member Services Representative

Association Management Center (AMC) is a trusted partner to more than
23 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 and celebrated 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 member sand customers. MS Reps act as brand ambassadors, advocates for themember’s voice, and key contributors to AMC’s customer experience strategy. While striving for "one stop" resolution, MS Repsalso anticipate member needs, build relationships, and ensure every interaction reflects AMC’s values of caring, trust, and excellence.

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.
• Utilize approved productivity and AI-assisted tools, such as Microsoft Copilot, to improve efficiency, enhance documentation,identify trends, and support member service operations.
• 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.
• Identify recurring member issues, service gaps, and emerging trends and accelerate observations to the Manager and client teams for evaluation and potential improvement initiatives.
• 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 sponsor ships 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 service consistency, onboarding, cross-training, and organizational knowledge retention.
• Maintain cross-training and backup readiness for assigned client accounts 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 unified and seamless member experience.
• Take ownership of key member journey touchpoints—within the scopeof 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…