Member Services Coordinator
Company: American Society of Travel Advisors
Posted on: September 17, 2023
The American Society of Travel Advisors (ASTA) is the trade
association for the travel agency community. ASTA's mission is to
promote and defend the industry through proactive representation,
shared knowledge, and the advancement of professionalism. A
membership organization, ASTA's network of travel professionals
expands beyond the agency community and includes suppliers, tour
operators, government tourism agencies, and hoteliers
As an integral part of ASTA's Membership and Business
Development/Meetings teams, the Coordinator, Member Services is a
primary point of contact for ASTA event attendees and current and
prospective ASTA members. They will work with several departments
to provide attendees, members, and customers with top-notch service
throughout their experience, thus improving their knowledge,
increasing repeat event attendance, and enhancing member
The occupant of the position is responsible for fielding general
incoming phone calls and emails, as well as those specific to ASTA
events, providing follow-up on all questions and assignments in a
proficient and timely manner, and maintaining a professional and
customer-centric attitude. Most common incoming inquiries relate to
registering for our national events and Educational Journeys,
joining ASTA or renewing an existing membership, assistance with
industry questions, and updating member/attendee profiles. The
coordinator is also responsible for processing registrations,
applications, and payments, maintaining accurate member/customer
records, and follow-up as needed. Other activities associated with
supporting ASTA's mission and meeting the needs and goals of the
Membership and Business Development/Meetings departments will be
assigned as needed.
This position reports to the Director, Membership.
NATURE AND SCOPE OF POSITION:
The Coordinator, Member Services, must:
--- Understand and articulate ASTA's mission and value proposition
while keeping up-to-date on ASTA events and important industry
--- Help guide members and prospective members to the membership
benefits and ASTA events that fit their needs.
--- Communicate professionally and effectively, both verbally and
in writing (email), with members, event registrants, elected
officials, staff, customers, and consumers.
--- Demonstrate excellent organizational skills and process
requests for information quickly and efficiently.
--- Provide exceptional customer service to exceed the expectations
of ASTA's current and prospective members and event attendees.
--- Navigate through the membership database (iMIS), as well as our
event registration platform and learning management system (LMS),
daily to maintain accurate and up-to-date records and data
--- Work independently and be proactive and self-motivated to
--- Work in a team environment and prioritize projects to meet
While the main focus is providing excellent service and managing
the inbound phone calls and emails, outbound calling projects will
be assigned to support the mission and goals set by the Membership
and Business Development/Meetings Departments.
The coordinator should advocate for ASTA's members and event
attendees by soliciting feedback and reporting to Membership and
Business Development/Meetings teams to improve processes, policies,
This position requires excellent listening, multi-tasking,
problem-solving, and time management while supporting professionals
from all travel industry segments.
--- College degree required
--- Excellent verbal and written communication skills with an
excellent customer service track record
--- Ability to multi-task, prioritize, problem-solve, and manage
--- Proficient in Microsoft Word, Excel, and PowerPoint
--- Sales and marketing experience preferred
--- Association experience and knowledge of the iMIS association
management system (AMS) and event management platforms such as
Cvent, eShow, etc., preferred
ASTA (The American Society of Travel Advisors) and its members
represent 80 percent of all travel sold in the United States
through the travel agency distribution channel. It is a leading
global advocate for travel advisors, the travel industry, and the
traveling public. ASTA's history of travel industry advocacy traces
back to its founding in 1931 with its mission to facilitate the
business of selling travel through effective representation, shared
knowledge, and the enhancement of professionalism.
Keywords: American Society of Travel Advisors, Alexandria , Member Services Coordinator, Other , Alexandria, Virginia
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