Sr. Member Services Representative

American College of Radiology (ACR) is a progressive membership organization representing nearly 40,000 medical specialists in radiological care. As a member of our team, you will join a world leader in patient-centered care advocacy, policy and clinical research, quality and safety. Our culture encourages innovation, diversity, integrity and leadership. The ACR is a nonprofit 501(c)(3) organization and has over 500 purpose-driven employees.  

If you share our core values of: * Integrity * Visionary * Excellence * Leadership * Transparency * Member-Driven, we need you on our team!

The Sr. Member Services Representative plays a critical role in supporting chapters and members by ensuring accurate data, smooth operations, and effective communication. They provide responsive assistance to chapter leaders, staff, and members, offering guidance on the College's self-service Chapter Portal and resolving inquiries related to records, payments, and system issues. Acting as a liaison across departments, this role collaborates with Finance, IT, Marketing, and Member Engagement to address chapter-related projects, payment validations, and resource distribution. Additionally, the position helps develop and deliver key materials such as recruitment templates, social media content, and annual compliance documents, ensuring chapters have the tools and information needed for success.

RESPONSIBILITIES:

• Support chapter leaders & staff

  • Answer queries and provide guidance to chapter leaders and staff, mostly through ACR's self-service Chapter Portal, where users can access chapter-specific data.

  • Respond to member inquiries via phone, email, and Zoom Contact Center, offering clear, empathetic assistance.
  • Process new member applications, dues payments, renewals, and reinstatements with a high level of accuracy.
  • Troubleshoot login and authentication issues, including basic Okta‑related access problems.
  • Provide guidance on enduring product questions and escalate or coordinate additional assistance when issues fall outside of Member Services’ scope.
  • Use Freshdesk (or similar ticketing tools) to manage, track, and resolve member service cases efficiently. 

• Manage chapter payments – Partner with Finance to validate dues, resolve discrepancies, and assist with refunds.

• Coordinate across departments – Act as the main contact between Member Services, IT, and Engagement teams for projects and system improvements.

• Collaborate on resources – Work with Marketing and Engagement to create recruitment templates, social media content, and manage annual dues documentation.

• Deliver member support – Respond to inquiries by phone/email, update records, process payments/refunds, and provide product assistance.

QUALIFICATIONS: 

• 7+ years of related experience

• Strong skills in data management and Excel

• Excellent organization, time management, and multitasking abilities

• Clear and professional communication skills (written and verbal)

• Proven customer service experience

• Background supporting nonprofit chapters or groups

Preferred Qualifications:

• Bachelor’s degree
• Familiarity with financial reporting, membership recruitment, and retention strategies
• Experience with Salesforce or similar CRM/database systems
• Knowledge of medical nonprofits, healthcare associations, or credentialing organizations
• Comfort with project management tools (Asana, Smartsheet, Jira)
• Experience with customer service platforms such as Freshdesk
• Knowledge of Okta or similar authentication tools
• Experience with Zoom Contact Center or other cloud‑based call center platforms

 *******************************************************************
While working a Remote schedule, qualified candidates must be able to maintain a schedule of working within ACR's operating hours of 8:30A - 5:00P (EST). When working remotely, workers must be self-motivated, possess excellent time management, and be highly organized.  Reliable internet connection is a must!  

******************************************************************* 

ACR is committed to a total rewards compensation philosophy that includes base salary in addition to benefits.  ACR’s goal is to pay competitively and equitably.  It is typical for individuals to be hired at the entry to the middle of the range for their role, and compensation decisions depend on the circumstances of each case. Full-time employees work a 37.5 hour work week, for a total of 1950 hours annually, furthering our commitment to a healthy work-life balance.  A reasonable estimate of the hourly compensation range for this position is $26.00 – $35.00.   

*******************************************************************  

If you would like to put your experience to great use in a professional team-oriented environment, please apply online. To learn more about ACR’s rewarding employee experience, culture, and benefits, visit: https://www.acr.org/Jobs 

ACR offers a rewarding employee experience for full-time employees: innovative culture, professional growth potential, competitive compensation, and an exceptional benefits package, including a defined contribution pension plan, 403(b); generous paid time off package; insurance plans with the leading providers; flexible spending; tuition reimbursement; training opportunities; and wellness reimbursement. 

~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~