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Member Services Coordinator

Company: American Society of Travel Advisors
Location: Alexandria
Posted on: September 17, 2023

Job Description:

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 worldwide.

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 retention.
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.
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 news.
--- 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 integrity.
--- Work independently and be proactive and self-motivated to accomplish tasks.
--- Work in a team environment and prioritize projects to meet overall goals.

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, and procedures.
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 time effectively
--- 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

About Company:
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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