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Role Description

The Sr. Member Services Representative plays a critical role in supporting chapters and members by ensuring accurate data, smooth operations, and effective communication. They provide responsive assistance to chapter leaders, staff, and members, offering guidance on the College's self-service Chapter Portal and resolving inquiries related to records, payments, and system issues. Acting as a liaison across departments, this role collaborates with Finance, IT, Marketing, and Member Engagement to address chapter-related projects, payment validations, and resource distribution. Additionally, the position helps develop and deliver key materials such as recruitment templates, social media content, and annual compliance documents, ensuring chapters have the tools and information needed for success.

Responsibilities

• Support chapter leaders & staff
• Answer queries and provide guidance to chapter leaders and staff, mostly through ACR's self-service Chapter Portal.
• Respond to member inquiries via phone, email, and Zoom Contact Center, offering clear, empathetic assistance.
• Process new member applications, dues payments, renewals, and reinstatements with a high level of accuracy.
• Troubleshoot login and authentication issues, including basic Okta-related access problems.
• Provide guidance on enduring product questions and escalate or coordinate additional assistance when issues fall outside of Member Services’ scope.
• Use Freshdesk (or similar ticketing tools) to manage, track, and resolve member service cases efficiently.
• Manage chapter payments by partnering with Finance to validate dues, resolve discrepancies, and assist with refunds.
• Act as the main contact between Member Services, IT, and Engagement teams for projects and system improvements.
• Collaborate on resources with Marketing and Engagement to create recruitment templates, social media content, and manage annual dues documentation.
• Deliver member support by responding to inquiries by phone/email, updating records, processing payments/refunds, and providing product assistance.

Qualifications

• 7+ years of related experience
• Strong skills in data management and Excel
• Excellent organization, time management, and multitasking abilities
• Clear and professional communication skills (written and verbal)
• Proven customer service experience
• Background supporting nonprofit chapters or groups

Preferred Qualifications

• Bachelor’s degree
• Familiarity with financial reporting, membership recruitment, and retention strategies
• Experience with Salesforce or similar CRM/database systems
• Knowledge of medical nonprofits, healthcare associations, or credentialing organizations
• Comfort with project management tools (Asana, Smartsheet, Jira)
• Experience with customer service platforms such as Freshdesk
• Knowledge of Okta or similar authentication tools
• Experience with Zoom Contact Center or other cloud-based call center platforms

Requirements

• While working a Remote schedule, qualified candidates must be able to maintain a schedule of working within ACR's operating hours of 8:30A - 5:00P (EST).
• When working remotely, workers must be self-motivated, possess excellent time management, and be highly organized.
• Reliable internet connection is a must!

Benefits

• ACR is committed to a total rewards compensation philosophy that includes base salary in addition to benefits.
• ACR’s goal is to pay competitively and equitably.
• It is typical for individuals to be hired at the entry to the middle of the range for their role, and compensation decisions depend on the circumstances of each case.
• Full-time employees work a 37.5 hour work week, for a total of 1950 hours annually, furthering our commitment to a healthy work-life balance.
• A reasonable estimate of the hourly compensation range for this position is $26.00 – $35.00.
• ACR offers a rewarding employee experience for full-time employees: innovative culture, professional growth potential, competitive compensation, and an exceptional benefits package, including:
• Defined contribution pension plan
• 403(b)
• Generous paid time off package
• Insurance plans with the leading providers
• Flexible spending
• Tuition reimbursement
• Training opportunities
• Wellness reimbursement