Job Details

Title: Specialist, Member Success

Department/Unit: Member Success/Member Experience

FLSA Status: Full-time, Non-Exempt

Location: The position is located on-site at the APTA headquarters in Alexandria, VA

About APTA

Do you want to contribute to an organization dedicated to improving societal health? Would you like to collaborate with colleagues who are passionate about making a difference? Are you excited to work in a new state-of-the-art building designed to encourage movement, participation, and employee health?

Then you want to work for APTA!

APTA is the trusted leader for the physical therapy profession, representing more than 100,000 physical therapists, physical therapist assistants, and physical therapy students. Our approximately 150 employees support the association’s mission to build a community that advances the profession of physical therapy to improve the health of society. Learn more in our Association Profile.

Located in Alexandria, Virginia, APTA has outstanding employee benefits, including flexible work schedules, generous retirement contributions, and travel subsidies for employees who choose public and active transportation.

Summary

This position provides potential and existing members with exceptional and professional customer service through inbound and outbound contact center channels: high-volume call center by answering incoming calls; chats and emails from customers who want to join/renew their membership, place orders, register for events; respond to inquiries, manage complaints; troubleshoot website issues, customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in APTA products and services we offer and will be responsible for assisting them in completing purchases online and over the phone. You will also inform customers of product terms and features and project a professional company image through voice and online interactions.

A member of Member Engagement that implements efforts to support organizational priorities and activities within the Member Success department. Supports unit efforts with a focus on departmental contributions to membership strategy for the Association. Participates and support efforts for appointed and member volunteer groups and APTA leadership. Supports preparation of documents and seeks out opportunities for continuous quality improvement in department activities.

Essential Functions:

• Answer incoming calls, chats, and respond to customer’s emails
• Manage and resolve customer inquires
• Sell APTA products/services and place customer orders in association database
• Identify and escalate issues to manager
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer inquiries using applicable software
• Maintain customer information, capture membership and subscription renewals/join information
• Process orders, forms, and applications (individual and bulk)
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports
• Actively contributes to the establishment of a positive working environment
• Is an effective champion of the Association vision, mission, and brand

Staff Expectations

• Upholds and fosters team values
• Complies with all APTA policies and procedures
• Performs other duties as assigned to foster achievement of association priorities