Member Services Representative

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 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
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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.

• 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.
• 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.
• 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 backup support for conference balance dues outreach and other client service needs.
• Serve as a backup for assigned clients and support the Member Services team during absences or peak periods.
• Collaborate with cross‑functional teams (e.g., marketing, events, product, technology) to deliver a unified and seamless member experience.
• Take ownership of key member journey touchpoints—within the scope of 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 resources, including basic troubleshooting and support.

• Bachelor’s degree.
• Experience in customer service and/or call center environment.
• Demonstrated empathy, adaptability, and a passion for delivering exceptional customer experiences.
• Friendly, courteous, helpful, patient, enthusiastic, and resourceful.
• Strong judgment and professionalism; ability to interact confidently with all levels of staff and customers.
• Excellent verbal and written communication skills.
• Positive interpersonal skills; collaborative team player.
• Ability to organize and manage multiple tasks and priorities.
• Proactive problem‑solving mindset: anticipates issues and identifies solutions.
• Strong computer skills, including Microsoft Office Suite, web platforms, and database systems. Familiarity with issue tracking software (e.g., Jira Service Management) is a plus; training will be provided as needed.
• Commitment to AMC’s values and continuous improvement culture.
• Ability to travel out of state and overnight occasionally.
• Physical: primarily a desk‑based role, requiring extended…