Member Services Representative
Listed on 2026-08-23
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Customer Service/HelpDesk
Customer Service Rep, Client Relationship Management, HelpDesk/Support, Customer Success Management
About Us
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 the day-to-day operational management our clients need to achieve their business goals. We are proud to support our clients in the impactful work they do and to create a workplace in which all are welcomed and celebrated for the diverse skills, experiences, and backgrounds they bring.
At AMC, you’ll join a dynamic team of collaborative, innovative, and supportive professionals and have the opportunity to "Achieve What You Believe."
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 the day-to-day operational management our clients need to achieve their business goals. We are proud to support our clients in the impactful work they do and to create a workplace in which all are welcomed and celebrated for the diverse skills, experiences, and backgrounds they bring.
At AMC, you’ll join a dynamic team of collaborative, innovative, and supportive professionals and have the opportunity to "Achieve What You Believe."
The Role
The Member Services Representative delivers a positive, end-to-end customer experience for AMC’s association members and customers. MS Reps act as brand ambassadors, advocates for the member’s voice, and key contributors to AMC’s customer experience strategy. While striving for "one stop" resolution, MS Reps also 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 elevate 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 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 back-up support for conference balance due outreach and other 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…
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