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 all over the world.
As an integral part of the ASTA Membership team, the Coordinator, Membership is the main point of contact for ASTA’s current and prospective members and partners. The occupant of position is responsible for fielding all general incoming phone calls and emails; providing follow-up on all questions and assignments in a proficient and timely manner; and maintaining a professional and member-centric attitude. Most common incoming inquiries relate to joining ASTA or renewing an existing membership, assistance with registering for our national events and Educational Journeys, industry questions, how to make the most of a membership or a need to update a member profile. The Coordinator is also responsible for processing applications and payments, maintaining accurate member records and membership sales follow up as needed. Other activities associated with supporting the Society’s mission and meeting the needs and goals of the Membership department will be assigned as needed.
This position reports to the Senior Manager, Membership.
NATURE AND SCOPE OF POSITION:
The Coordinator, Membership must be able to:
Understand and articulate ASTA’s mission and value proposition while keeping up to date on important industry and ASTA happenings
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 with members, elected officials, staff, non-members and consumers
Stay organized in order to be efficient and timely with requests for information and have great attention to detail
Provide exceptional customer service in order to exceed the expectations of the Society’s current and prospective members, business partners and the traveling public.
Navigate through membership database (iMIS) on a daily basis in order to maintain accurate and up to date membership records, process membership applications and maintain data integrity
Follow current procedures while updating when appropriate
Work independently and be proactive and self-motivated to accomplish tasks
Work in a team environment and prioritize projects in order to meet overall goals
The Coordinator plays a key role in processing membership applications and event registrations while maintaining ASTA’s membership database in order to maintain data integrity. 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 Department.
The Coordinator is also responsible for being an advocate for ASTA’s membership base by soliciting feedback and reporting to Membership team in order to improve processes, policies and procedures. It is expected that this position will have a thorough understanding of ASTA and its membership model in order to serve current and prospective members and to assist with any future changes and adjustments to the membership structure.
In order to meet the needs of our current and prospective members, this role requires excellent listening, multi-tasking, problem-solving and time management skills. An interest in supporting the travel industry while working in a member-facing position and fast paced environment will prove to be beneficial in this role
Excellent verbal and written communication skills with excellent customer service track record. Ability to multi-task, prioritize, problem-solve and manage time effectively. College degree required. Proficient in Microsoft Word, Excel, and PowerPoint. Association experience and knowledge of the iMIS database system are pluses.
PRINCIPALE ACCOUNTABILITIES & PERCENTAGE OF TIME:
Provide service to Members and Non-Members via Phone & Email (40%)
Researches and responds to questions on a variety of topics including ASTA services and initiatives, membership, and application/registration status
Ensures all voicemails and email messages receive proper follow-up
Responds to member inquires in a timely fashion and in accordance to departmental guidelines
Maintain correspondence logs in members’ records where appropriate
Processes Membership and Event Applications; Updates Member Records and Maintains Data Integrity (35%)
Processes applications and event registrations into iMIS and eShow according to proper procedures set by Membership Department
Follows procedures and takes ownership of records to ensure organization has both detailed and current information in database as accuracy is key when providing service
Places outbound calls to members that have incomplete or out of date records
Trains and educates members on how to manage their membership rosters, pay online and maximize use of their ASTA.org membership account
Updates membership records as requested by member or Membership Department and as identified by scheduled data integrity reports
Verified Travel Advisor Certification (VTA) fulfillment - once a month (5%)
Run list of VTA graduates in iMIS database
Generate and print official VTA graduation letters and certificates
Mail graduate packets that include letter, certificate, and VTA lapel pin
Supports Membership/Marketing Department with Assigned Projects (20%)
Event support as assigned
Data projects as assigned
ASTA offers a generous benefits package that includes company-subsidized insurance (medical, dental, vision, life, and long and short-term disability insurance); paid time off, a 401(k) Plan with employer match, fitness room, commuter benefits, and free parking.
HOW TO APPLY:
Interested applicants should send a resume, cover letter and salary requirements to firstname.lastname@example.org with "Coordinator, Membership" in the subject line. Applications will be accepted until the position is filled; interested applicants are encouraged to apply immediately. Please, no phone calls, emails or recruiters.
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. As a membership organization, ASTA’s network of travel professionals expands beyond the agency community and includes the companies whose products and services they sell.