Member Services Representative

American Counseling Association

. Serve as an ACA membership ambassador by providing customer service to current, potential, and former members .

Posted 9/18/2026full-timeAlexandria • Virginia • United StatesMid-LevelSenior💰 $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates exceptional customer service skills, with a strong ability to resolve member concerns and complaints while maintaining professionalism. Proficient in using membership databases like iMIS and skilled in processing membership applications and renewals.

Highest-signal resume keywords

Customer Service ExperienceIMIS Database ProficiencyStrong Communication SkillsOrganizational SkillsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Membership Application ProcessingData EntryUpselling TechniquesCross-Selling TechniquesMembership Database Management

Soft Skills

Exceptional People SkillsAttention to DetailAbility to Work AutonomouslyAbility to Perform Under PressureStrong Initiative

Tools & Technologies

Microsoft OfficeIMIS Processing Procedures

Industry Keywords

Membership AssociationMember EngagementCustomer InquiriesDemographic Information ManagementMember Outreach

About the role

Key responsibilities & impact

Serve as an ACA membership ambassador by providing customer service to current, potential, and former members
Respond to telephone, email, web, and chat inquiries, complaints, product and service information requests, campaigns, activities, programs, and returns
Resolve member concerns and complaints, escalating unusual issues to the member services supervisor or senior membership management
Promote ACA products, benefits, and services using upselling and cross-selling techniques
Process membership applications, renewals, reinstatements, and changes
Process registrations for conferences, webinars, podcasts, and other educational offerings
Process orders for publications and certificates
Participate in new member outreach calls and special engagement initiatives
Conduct courtesy outbound calls to new members
Verify membership with the liability insurance provider as needed
Maintain accurate demographic information and merge duplicate database records
Update return-mail addresses and re-mail printed dues renewals and other materials
Track and enter daily call, phone, chat, and web log data
Assist finance/accounting with reconciliations, account issues, and other processes
Use iMIS processing procedures and the Membership Department Policy Manual
Process ACA certificate reports and orders, including questions and reprints
Fulfill anniversary ACA member pin orders and ensure accurate reporting
Perform other assigned duties consistent with the position

Requirements

What you’ll need

High school diploma or equivalent
Bachelor's degree desirable
3-5 years of customer service or related experience, preferably in a membership association
Superior people skills to interact with members and customers and provide exceptional customer service to people from a variety of backgrounds
Strong computer skills, including proficiency in Microsoft Office and other programs, as well as the ability to learn and adapt to new programs
Experience with membership databases (iMIS) desired
Proficient in English; strong written and verbal communications skills and an ability to communicate via email, phone, chat, and other mediums
Exceptional organizational skills
Experience handling and resolving member/customer requests, concerns, complaints, and issues while maintaining a professional and calm demeanor
Strong problem-solving skills
Ability to perform well under pressure, prioritize, and consistently meet deadlines
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

Benefits

Comp & perks

Membership-related products, benefits, and service opportunities are provided to members
Some evenings and weekends may be required