Member Support Representative

About the role

American Associated Pharmacies (AAP) is seeking a motivated Member Support Representative to join our team. The Member Support Representative is responsible for delivering exceptional service to our member pharmacies through proactive outreach, account support, and timely issue resolution.

Responsibilities

• Respond to member inquiries via phone, email, and chat with accuracy, professionalism, and a focus on first-contact resolution.
• Troubleshoots and resolves issues related to membership, program participation, and general support questions; collaborate with internal departments when needed.
• Follows up on open items to ensure timely resolution and positive member outcomes.
• Conducts outbound calls to educate members on programs and services and encourage engagement.
• Documents all member interactions accurately in CRM systems.
• Maintains knowledge of AAP programs and services to support member needs effectively.
• Contributes ideas to improve member communications, support processes, and engagement strategies.
• Represents the organization with professionalism, warmth, and a member-first mindset.

Qualifications

• Experience in customer service, member support, or a call center environment preferred.
• Comfortable performing outbound calls to engage members and share program information.
• Ability to exercise sound judgment and escalate issues appropriately.
• Calm, patient, and positive demeanor—even when handling challenging situations.
• Proficiency with computer systems and business software, including Microsoft Office Suite and CRM systems.
• Comfortable learning, navigating, and using multiple software applications at the same time.
• Strong verbal and written communication skills, with an ability to simplify complex information.
• Able to manage multiple conversations, tasks, and software systems simultaneously while maintaining accuracy and attention to detail.