What are the responsibilities and job description for the Member Support Representative position at American Associated Pharmacies (AAP)?
Are you ready to join an enthusiastic team of professionals supporting community pharmacies nationwide? American Associated Pharmacies (AAP) is one of the largest independent pharmacy cooperatives in the United States. Along with its distribution subsidiary, API Warehouse, AAP supports thousands of independent pharmacy owners, helping them thrive in a competitive health care market.
AAP is seeking a motivated Member Support Representative to join our team. The Member Support Representative is responsible for delivering exceptional service to our member pharmacies by responding to inbound support requests, resolving issues quickly, and proactively reaching out to members to strengthen engagement. This role blends service, outreach, and relationship-building to ensure members feel supported, informed, and connected to AAP.
Responsibilities:
- Respond to member inquiries via phone, email, and chat with accuracy, professionalism, and a focus on first-contact resolution.
- Troubleshoot and resolve issues related to membership, program participation, and general support questions.
- Handle issues with professionalism and empathy and collaborate with other departments to resolve member concerns efficiently.
- Follow up on open items to ensure timely resolution and positive member outcomes.
- Conduct outbound calls to educate members on available programs and industry information, encourage participation in services, and ensure overall satisfaction.
- Document all interactions in AAP’s customer relationship management (CRM) software, ensuring complete and timely records.
- Maintain a high level of program knowledge to serve as a trusted resource for members.
- Contribute ideas to improve member communications, support processes, and engagement strategies.
- Represent our organization with professionalism, warmth, and a member-first mindset.
- All other duties, as assigned.
Qualifications:
- Prior experience in customer service, member support, or a call center environment preferred.
- Comfortable performing outbound calling in a friendly, value-oriented manner (this is not a sales role).
- Exercise judgment and escalate appropriately.
- Calm, patient, and positive demeanor—even when handling challenging situations.
- Comfortable learning, navigating and using multiple software applications at the same time.
- Strong verbal and written communication skills, with an ability to simplify complex information.