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Membership Services Coordinator

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American Physical Society

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Location:
United States , College Park

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

50458.00 - 68750.00 USD / Year
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Job Description:

The member services coordinator is a vital front-line representative for the organization. This role is responsible for providing exceptional customer service and support to members and other constituents through various channels, including phone, email, and effective data management. This role is crucial in shaping the member experience and ensuring high levels of member satisfaction and retention. The membership services coordinator is an integral part of the Recruitment and Retention team, directly supporting the APS mission and strategic priorities through enhancing the member experience. Key responsibilities include managing member inquiries and requests across all service areas and building positive relationships by understanding member needs and offering appropriate solutions. This role is also responsible for maintaining accurate member data within the AMS/CRM systems to ensure efficient service delivery.

Job Responsibility:

  • Utilize service desk software to manage member communication through phone and email
  • Manage member accounts by updating records, processing payments, and addressing inquiries, all while delivering excellent customer support
  • Troubleshoot member log-in and access issues
  • Assist members with online journal access and missing issue fulfillment
  • Update member addresses, including investigating undeliverable mail
  • Utilize member feedback to enhance service quality, answer questions, and resolve problems
  • Maintain data accuracy in the association management system by correcting member records
  • Manage electronic filing of renewal invoices and accounting batch deposits
  • Independently research and resolve complex membership problems
  • Assemble, validate and process renewal invoice payments, ensuring follow-up procedures are completed
  • Process specialty member applications
  • Assist with coordinating and generating reports
  • Maintain and update standard operating procedures
  • Perform additional administrative tasks as needed
  • Collaborate with other APS departments to ensure seamless service delivery and adherence to service standards

Requirements:

  • Minimum High School diploma or equivalent required
  • Minimum 2 years of customer service experience
  • Experience with databases and/or Association Management Systems (AMS), preferably NimbleAMS or Salesforce
  • Strong analytical and numerical skills
  • Knowledge of office practices, strong administrative, and customer service skills
  • Excellent attention to detail, problem-solving, and critical thinking abilities
  • Proficiency in Microsoft Office Suite (Excel, Word), Google Workspace (Sheets, Docs), and other online shared document products
  • Strong organization, documentation, and prioritization skills
  • Works effectively both independently and as part of interdepartmental teams, with an ability to adapt to changing schedules
  • Courteous manner and excellent written communication skills
  • Ability to independently compose well-written correspondence
  • Proven capacity to meet deadlines while effectively prioritizing and managing a high volume of diverse tasks, especially in a remote work environment
  • Excellent interpersonal skills and ability to maintain professional relationships
What we offer:
  • Flexible schedules and ability to work remotely
  • 8% employer-paid retirement contribution
  • Investment advisement services: 100% employer paid
  • Medical benefits: PPO or HDHP option
  • Employer contribution to FSA or HSA account, eligibility based on medical plan enrollment
  • Lifestyle Spending benefit up to $1,500.00 (USD) - 100% employer paid
  • Vision benefits: individual and dependent coverage 100% employer paid
  • Basic Life & Accident insurance: employee coverage 100% employer paid
  • Supplemental Life & Accident insurance, including spouse & dependent child(ren) coverage
  • Disability insurance: employee coverage 100% employer paid
  • Voluntary Accident & Critical Illness insurance
  • Healthcare, Commuter & Dependent care flexible spending accounts
  • Vacation: 15 days annually
  • Generous holiday leave: 17 paid office closures
  • includes one week closure at the end of December
  • Personal leave: 4 days annually
  • Volunteer leave: 1 day annually
  • Sick leave: 10 days annually
  • Bereavement & Compassion leave: 2 -15 days based on loss
  • 12 weeks employer-paid family leave
  • College tuition reimbursement plan
  • Job related seminar & continuing education 100% employer paid
  • Professional Certification/Recertification 100% employer paid
  • Training and professional development
  • access to LinkedIn Learning on-demand courses
  • Employee Assistance Program
  • Mindfulness Meditation: live and on-demand classes

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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