Back to jobs
New

Member Services Specialist II

Washington, DC

Summary: The Member Services Specialist II serves as a primary driver of APHA membership growth, retention, and engagement through proactive outreach, relationship-based sales, and program administration. This role converts prospective members into new APHA members, re-engage lapsed members, and supports the full lifecycle of student and early career engagement — including the Schools and Programs of Public Health (STB) bulk membership program and the Generation Public Health initiative. The Member Services Specialist II also functions as a key customer service contact and contributes to new member onboarding, mentoring modernization, and community engagement programming.

Requirements:  Membership Sales & Outreach: Respond to inbound membership inquiries by phone and email, providing timely, accurate, and consultative support within the department’s established turnaround time. Conduct outbound sales calls to prospective, lapsed, and at-risk members to promote APHA membership offerings and articulate clear, stage-appropriate value propositions. Execute structured call campaigns tied to membership growth goals, renewal cycles, and promotional initiatives, including Annual Meeting and key campaign windows. Follow up consistently via phone, email, and CRM-driven workflows to move prospects through the sales funnel; identify and address drop-off points. Student & Bulk Membership Administration (STB Program): Serve as primary point of contact and subject matter expert for the Schools and Programs of Public Health student bulk membership program. Manage enrollment, verification, billing coordination with accounting, renewals, and data activation; ensure accurate iMIS records for all STB accounts. Coordinate and facilitate semi-annual welcome webinars for incoming STB student members. Agency Membership Administration: Process new and renewing agency membership applications; maintain accurate agency member accounts and records in iMIS. Serve in a supporting role for agency members; correspond regarding membership benefits, usage, payment, and renewal. New Member Engagement & Onboarding: Coordinate bi-monthly new member webinars on Zoom, including scheduling presenters from executive leadership and staff, updating presentations, and managing live Q&A. Track new member engagement campaigns; vary and personalize communications based on response rates, ensuring touchpoints occur within the first month of membership. Generation Public Health Initiative: Lead the restructuring and re-launch of Generation Public Health, including its membership component, communication and social media presence, and potential collaboration with Alliance and Advocacy teams. Write copy for marketing and outreach materials, foster partnerships with relevant internal teams and external stakeholders. Mentoring & Member Resources: Modernize and better promote APHA’s mentoring programs to ensure broader member engagement across career stages; lead mentoring trainings in collaboration with the Component Affairs team. Collaborate with APHA Board and Section members to develop custom video content in Big Interview tailored to public health sector interview questions, in collaboration with the Component Affairs team. Community & Platform Engagement: Maintain APHA LEAD engagement calendar and post relevant content 2–3 times per week; assist members with LEAD platform questions and navigation. Component & Program Liaisons: Support 40-Year Emeritus Members in conjunction with the Director; maintain roster, prepare yearly certificates, letters, and free Annual Meeting registration notices. Serve as Membership department liaison to the Get Ready Campaign and National Public Health Week. Collaboration & Other Duties: Collaborate with marketing, communications, and operations teams to align outreach messaging and campaign timing. Provide frontline feedback on prospect objections, member concerns, and messaging effectiveness to inform strategy. Partner with staff across Membership and other APHA departments to manage workload and special projects. Maintain iMIS records for all member types and prospects, support data integrity through ongoing cleanup and large-scale data maintenance projects as a secondary responsibility. Prepare the monthly membership dashboard report and summarize findings for staff and the Executive Board as a secondary responsibility. Assist with returned mail as needed; coordinate with team to ensure address information is corrected and updated in iMIS. Travel to the APHA Annual Meeting is required. Perform other related professional duties as assigned.

Supervises: n/a

Responsibilities: Bachelor’s degree and 1–3 years of membership, sales, customer service, or business development experience, preferably in a professional membership association or nonprofit environment. Demonstrated experience with outbound sales calls, pipeline management, and CRM or membership database systems (iMIS preferred). Strong verbal and written communication skills; ability to craft and deliver clear, compelling membership value propositions. Proficiency in Microsoft Office suite; experience with Informz, Higher Logic LEAD, or comparable platforms a plus. Strong commitment to data integrity and customer service excellence for internal and external audiences. Ability to manage multiple simultaneous projects and meet activity- and revenue-based performance goals. Comfort working with social media platforms and digital content creation tools. Ability to lift and/or move up to 25 lbs. Must be willing to work after business hours, including weekends, and travel to APHA-related meetings.

Position is based in downtown DC near several metro stations. Hybrid work environment.

Hours: 35 hours a week, full-time, Monday - Friday (daytime). Number of openings: 1.

Applicants who meet the requirements and are interested in being considered for this position should submit the following information.

  • Cover letter;
  • Resume;
  • A writing sample;
  • Salary requirement;
  • At least 2 supervisory references and 1 professional reference (name, title, company name and phone number and email).

Vaccination Policy: New Hires and Employees must adhere to APHA COVID-19 Vaccination Mandate Policy. Please contact Human Resources.

CLOSING DATE:  Open Until Filled

SALARY RANGE:  High 50’s to low-60’s (salary commensurate with experience & job role). APHA offers a competitive salary and excellent benefits.

EEO/AA/VETS/DISABILITY. APHA is strongly and actively committed to diversity in its workplace.

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter*

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

Please provide phone number, email address, and name.

Writing sample

Accepted file types: pdf, doc, docx, txt, rtf

Salary requirement*

Accepted file types: pdf, doc, docx, txt, rtf

List of references*

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in American Public Health Association’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.