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Title: Specialist, Member Success - The days/hours for this position are Monday - Friday, 10:00 a.m. - 6:00 p.m.

Department/Unit: Member Success/Member Experience

FLSA Status: Full-time, Non-Exempt

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

Send resume with cover letter, including salary requirements, when applying

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

The days and hours for this position are Monday - Friday, 10:00 a.m. - 6:00 p.m.

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

Qualifications

• High school diploma required; Associates degree preferred
• 2-4 years’ experience in a call center or high-volume customer contact environment
• Experience with iMIS, MS Dynamics or other customer database (e.g., CRM) a plus
• Knowledge of customer service practices and principles
• Excellent data entry or typing skills
• Superior listening, verbal and writing communication skills
• Professional demeanor
• Ability to handle stressful situations appropriately
• Experience in handling sensitive, confidential information

How to Apply

Send your resume and cover letter, with salary requirements when submitting application.

Principals only; No agencies; no phone calls, please.  Candidates selected to participate in an interview will be contacted by Human Resources.

The American Physical Therapy Association is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

APTA participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit e-verify.uscis.gov.

APTA is committed to a diverse and inclusive workforce and invites and welcomes applicants with diversity of experience, mindset, and skills to add value to APTA and our staff community.

About American Physical Therapy Association

The American Physical Therapy Association (APTA) is an individual membership professional organization representing more than 100,000 member physical therapists (PTs), physical therapist assistants (PTAs), and students of physical therapy. APTA seeks to improve the health and quality of life of individuals in society by advancing physical therapist practice, education, and research, and by increasing the awareness and understanding of physical therapy's role in the nation's health care system.APTA prohibits preferential or adverse discrimination on the basis of race, creed, color, gender, age, national or ethnic origin, sexual orientation, disability, or health status in all areas including, but not limited to, its qualifications for membership, rights of members, policies, programs, activities, and employment practices. APTA is committed to promoting cultural diversity throughout the profession.APTA is committed to a diverse and inclusive workforce and invites and welcomes applicants with diversity of experience, mindset, and skills to add value to APTA and our staff commUNITY.

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