Work at APS >> Membership Services Coordinator
Membership Services Coordinator
Summary
Title:Membership Services Coordinator
ID:1395
Department:Membership
Location:Remote
Description



Membership Services Coordinator

 

Who we are:



The American Physical Society is a nonprofit membership organization working to advance physics by fostering a vibrant, inclusive, and global community dedicated to science and society. APS represents more than 50,000 members, including physicists in academia, national laboratories, and industry in the United States and around the world.

 

Position Summary:
 

The Member Services Coordinator provides exceptional customer service to members via email, phone, and data management. This includes handling inquiries and requests across all service areas, ensuring accurate member data in AMS/CRM systems for efficient service delivery, and fostering positive member relationships by understanding their needs and offering suitable solutions. This role contributes directly to the member experience as part o the Experience & Engagement team supporting the APS mission and strategic priorities.
 

Up to 20% of work requires being on-site at the APS office in College Park.


APS has a “remote first” concept that promotes equal treatment and equal access within the United States, independent of physical work location, with a majority of staff working primarily from remote work locations. APS values diversity and welcomes candidates from a variety of backgrounds. APS offers a dynamic work environment with an outstanding total compensation package, including salary, outstanding benefits, and excellent paid time off.
 

Customer Service and Communication:

  • Communicate with members via phone and email using service desk software.
  • Provide customer support, update member records, respond to inquiries, and process payments.
  • 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.

Data Management and Accuracy:

  • Maintain data accuracy in the association management system by correcting member records.
  • Manage electronic filing of renewal invoices and accounting batch deposits.

Membership Administration:

  • Independently research and resolve complex membership problems.
  • Validate and process renewal invoice payments, ensuring follow-up procedures are completed.
  • Process specialty member applications and generate reports for monthly invoice mailings.

Administrative Support:

  • Perform additional administrative tasks as needed.
  • Collaborate with other APS departments to ensure seamless service delivery and adherence to service standards.

Education: 
 
  • High school diploma or equivalent required. 

Experience, Knowledge, Skills, and Abilities: 
 
  • Minimum 1 year 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.
  • Courteous phone manner and excellent written communication skills.
  • Ability to independently compose well-written correspondence.
  • Strong organization, documentation, and prioritization skills.
  • Ability to adapt to changing schedules and work effectively in interdepartmental teams or independently.
  • Effective multitasking and deadline management.
  • Excellent interpersonal skills and ability to maintain professional relationships.

     
  • Travel: The position requires up to 10% of travel for in-person meetings with staff as well as periodic travel to attend meetings and events as part of its core responsibilities, as well as additional travel as assigned.


Salary:


The salary range for this position takes into account various factors influencing compensation decisions, such as skill sets, experience, training, and other business and organizational requirements. The salary listed within the specified ranges considers relevant experience. Our compensation philosophy at APS aims to maintain salaries at the midpoint of the market. As a result, we typically hire within the target starting range. Exceptional, rare cases may merit reviews above target starting range for specialized or niche skills aligned with strategic operational goals.


Hiring Range: $48,263/year - $65,659/year (USD)

Target Starting Range: $48,263/year - $53,611/year (USD)



Work Environment:

As noted above, APS offers a “Remote First” workplace. Although our offices are located on Long Island, NY; Washington DC; and College Park, MD, you can work from other places in the United States. We are flexible about work hours, but expect responsiveness during the core of the workday, Eastern Time. 


This is Us:

Help us achieve our mission of advancing and diffusing the knowledge of physics for the benefit of humanity, promote physics, and serve the broader physics community.


At APS, we:

  • Provide a welcoming and supportive professional home for an active, engaged, and diverse membership
  • Advance scientific discovery and research dissemination
  • Advocate for physics and physicists, and amplify the voice for science
  • Share the excitement of physics and communicate the essential role physics plays in the modern world
  • Promote effective physics education for all


Core Values:

Core values are essential to shaping the culture of an organization. They provide the structure and guidance for how we conduct ourselves in our day-to-day interactions. Every employee has a responsibility for upholding these values. The behaviors and actions associated with demonstrating competency in these Core Values are described in a separate document.


Our Core Values:

  • Scientific Method
  • Trust, Integrity, and Ethical Conduct
  • Equity, Diversity, and Respect
  • Collaboration
  • Education and Learning
  • Speaking Out


Amazing 2024 Benefit Offerings:

  • 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 $2000.00 (USD) - 100% employer paid
  • Dental benefits:  individual coverage 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 days of significance; 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
  • 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
  • APS does not offer relocation assistance/costs

 

The American Physical Society is an affirmative action and equal opportunity employer. It is the policy of American Physical Society not to discriminate or allow the harassment of employees or applicants on the basis of race, religious creed, immigration status, alienage or citizenship, religion, color, ethnicity, sex, national origin, age, disability, marital status, familial status, protected veteran status, protected military status, physical or mental disability, sexual orientation, gender identity, genetic information, predisposing genetic characteristics, ancestry, domestic violence victim status or any other characteristic protected by law with regard to any employment practices, including recruitment, advertising, job application procedures, hiring, upgrading, training, promotion, transfer, compensation, job assignments, benefits and/or other terms, conditions, or privileges of employment, provided the individual is qualified, with or without reasonable accommodations, to perform the essential functions of the job. This policy applies to all jobs at APS. The American Physical Society is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, please contact APS Human Resources at hr@aps.org. The “Know Your Rights: Workplace Discrimination is Illegal'' poster, prepared by the U.S. Equal Employment Opportunity Commission (EEOC), provides an overview of several laws that protect you from discrimination on the job, and several rights are afforded to you by these laws. The “Pay Transparency Non Discrimination Provision,” prepared by the U.S. Office of Federal Contract Compliance Programs (OFCCP), provides an overview of several protections implemented to protect individuals working under federal contracts from discrimination when inquiring about or discussing compensation; these protections apply to all employees and applicants. The APS has a "remote first" concept that promotes equal treatment and equal access, independent of physical work location, with a majority of staff working primarily from remote work locations. #LI-SB1