The American Counseling Association (ACA) is the world’s largest organization representing professional counselors in various practice settings.  Our vision: Every person has access to quality professional counseling to thrive.  Our mission: Promote the professional development of counselors, advocate for the profession, and ensure ethical, culturally inclusive practice.  Our values: Diversity, Equity & Inclusion, Integrity, Proactive Leadership, Professional Community & Relationships, Scientific Practice & Knowledge, Social Justice & Empowerment. 

All American Counseling Association team members are encouraged, supported, and expected to demonstrate The Way We Work Values: Be Flexible, Be Creative, Be Empowered, Be Inquisitive, Be Collaborative and Be Respectful.

POSITION SUMMARY

The Member Services Supervisor (MSS) is one of the main points of contact with ACA members and potential members and serves a critical role in ensuring a world class member experience resulting in high satisfaction, engagement, and retention. This position exercises discretion and independent judgment with respect to the member and customer experience. The MSS will ensure membership inquiries are addressed in correct English, courteously and effectively, and information and research are completed in an accurate and timely manner. This position is responsible for many day-to-day administrative tasks including, but not limited to member and potential membership research, data quality and distribution of outreach materials. This position interacts with staff across the association providing member feedback, recommendations and analysis required to ensure ACA continually provides excellent customer service and delivers the products and services important to our members. This position supervises and mentors three Member Services Representatives (MSR).

In addition to the below list of responsibilities, the MSS will carry out assigned tasks that are consistent with the general responsibilities of this position.

RESPONSIBILITIES

 Supervisory  

• Coordinate schedules for the Member Services Representatives, always ensuring proper coverage.
• Approve timesheets and leave requests.
• Conducts performance evaluations that are timely and constructive.
• Trains new employees in ACA’s member service policies, procedures, and shares best practices to be effective in their roles and to serve members and customers with a high-quality service level.
• Be available for third tier questions and concerns raised by customers/members and monitors calls, emails, and chat box messages.
• Update monthly reports with identified data points (including call logs, membership tasks, answer rates, etc.) accurately and timely.
• Oversee and/or prepare, and keep updated, member service templates for common questions.
• Maintain the auto attendant and voicemail scripts in collaboration with supervisor.
• Review member services surveys and provide coaching to strengthen team.
• Updates Member Services Manual instructions in accordance with policies and procedures and shares with MSR team.

Member Engagement and Database Management

• Serve as ACA membership ambassador by providing world-class customer service during all contact with a member, potential, or previous member.  
• Respond promptly, courteously, and professionally to each telephone, email, web interaction and chat; handling member/prospect inquiries, complaints, product and service information, campaigns, activities, programs, and returns.
• Resolve any members’ concern and/or complaint with products and/or services to ensure continued member loyalty or to gain a new member renewal or reinstatement; escalates any usual issues or decisions to upper management as needed.
• Demonstrate high member satisfaction levels and results, and actively work to improve the overall member experience.
• Build and maintain deep knowledge of ACA’s member services which is displayed by a thorough knowledge of and effectively communicate association’s products, benefits, and service opportunities to current and potential members.
• Utilize upselling and cross-selling techniques to increase the transaction value of each interaction while promoting the Association products, benefits, and services.
• Process membership applications: new members, renewals/reinstatements and changes received via telephone, web chat and fax in a complete, accurate and timely manner; maintaining finance/ accounting best practices including safe credit card use.
• Process registrations including, but not limited to: conference, webinars, podcasts, and other educational offerings received via telephone, web chat and fax in a complete, accurate and timely manner; maintaining finance/accounting best practices including safe credit card use.
• Process orders to include, but not limited to: publications and certificates, received via telephone, web chat and fax in a complete, accurate and timely manner; maintaining finance/accounting best practices including safe credit card use.
• Assist accounting with reconciliations and other accounting and finance processes as needed.
• Ensure demographic information is up to date and recorded accurately in the appropriate database for any membership call.
• Update member return mail addresses and remailing printed dues renewals and/or other materials.
• Participates in new member outreach calls and special engagement initiatives.
• Other duties as assigned.

QUALIFICATIONS

• Bachelor's degree preferred.
• 5-7 years of member/customer service or related experience preferably in a membership association or non-profit environment.
• Ability to provide exceptional customer service to people from a variety of backgrounds.
• Previous direct experience in a supervisory role required.
• Strong computer skills, including proficiency in Microsoft Office and other programs, as well as the ability to learn and adapt to new programs.
• Strong verbal and written communications skills and an ability to communicate via a variety of mediums (email, chat, phone, etc.).
• Exceptional organizational skills.
• Ability to perform well under pressure, prioritize, and consistently meet deadlines.
• Experience handling and resolving member/customer requests, concerns, complaints, and issues while maintaining a professional and calm demeanor; strong problem-solving skills.
• Ability to coach and mentor member services coordinators.
• Proficient in Microsoft Office Suite and related software. 
• Ability to take initiative and work well with a high degree of autonomy.
• Attention to detail with a high degree of accuracy.
• Demonstrated skills at juggling competing demands and prioritizing assignments.
• Superior people skills to interact with membership.
• Experience with membership databases (iMIS) desired.
• Must be reliable and trustworthy.
• Must be able to pass a background check. 

An Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer

At ACA, Equal Employment Opportunity is our commitment and goal. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other protected status designated by federal, state or local law.

About American Counseling Association

The American Counseling Association (ACA) is the world’s largest organization representing professional counselors in various practice settings. Our vision: Every person has access to quality professional counseling to thrive. Our mission: Promote the professional development of counselors, advocate for the profession, and ensure ethical, culturally-inclusive practice. Our values: Diversity, Equity & Inclusion, Integrity, Proactive Leadership, Professional Community & Relationships, Scientific Practice & Knowledge, Social Justice & Empowerment. All American Counseling Association team members are encouraged, supported, and expected to demonstrate The Way We Work Values: Be Flexible, Be Creative, Be Empowered, Be Inquisitive, Be Collaborative and Be Respectful.

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