Member Services Representative
$50,960,000–$50,960,000 year
HybridSchaumburg, Illinois, United States
Job Summary
Respond to inbound calls, emails, chat, and web forms regarding membership, meetings, publications, and certifications while striving for one-stop resolution. Proactively engage with members to anticipate needs, provide tailored recommendations, and follow up to ensure satisfaction. Utilize approved productivity and AI-assisted tools like Microsoft Copilot to improve efficiency and identify trends. Build deep familiarity with assigned clients and their processes to serve as a trusted resource. Capture and document member feedback, escalate recurring issues, and assist with special projects, onsite registration, and call campaigns. Conduct outreach for outstanding balances and collect missing event attendee information. Maintain accurate documentation, participate in client team meetings, and guide members through digital self-service tools. This hybrid role in Schaumburg, IL, requires onsite presence up to one day per month and occasional out-of-state travel.
Required Qualifications
- Bachelor's degree or equivalent experience
- 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
- Ability to travel out of state and overnight on occasion, if requested
- Commitment to AMC's values and continuous improvement culture
- Ability to travel out of state and overnight occasionally, by all modes of transportation including car, plane and train
- Physical: primarily a desk-based role, requiring extended computer use. Work involves sitting, talking, hearing, and typing, with visual acuity required for keyboard usage, data analysis, and computer terminal operation. Occasional light lifting may be necessary. AMC provides reasonable accommodations to qualified individuals with disabilities to perform the essential functions of their job. Reasonable accommodations will be determined on a case-by-case basis.
- Strong computer skills, including Microsoft Office Suite, web platforms, and database systems
Desired Qualifications
- Familiarity with CRM platforms, issue tracking systems, and AI-assisted productivity tools is a plus
- Ability to learn and adapt to new technologies and service processes
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.