Membership Specialist

The Membership Specialist provides customer service to CLIA North American Travel Trade members, by providing them with up-to-date information regarding their membership, benefits, professional development, and other industry information. The Membership Specialist also works to identify and implement solutions to enhance the functionality of the membership database.

ESSENTIAL JOB FUNCTIONS

• Respond to inbound membership inquiries via phone and email. Ascertain the nature of the call or email to ensure it is handled properly or forwarded to the appropriate employee.
• Provide current and prospective members with information on membership benefits and professional development.
• Process membership applications and benefits.
• Manage the fulfillment and printing of annual Individual Agent Member (IAM) *EMBARC IDs*.
• Maintain membership database records.
• Troubleshoot database functionality and find workarounds to ensure proper workflow.
• Identify inefficiencies with the database and related workflow. Create solutions to improve database functionality and work with the vendor to implement identified solutions and ensure functionality works as planned.
• Document new processes based on database updates.
• Lead and/or participate in outbound call campaigns for membership recruitment, retention, and engagement in support of CLIA’s value proposition and strategic goals.
• Maintain knowledge of all CLIA memberships, publications, products, and services, in addition to industry trends, to serve as a one-stop source of information for CLIA members.
• Provide guidance to certification-seeking members on steps to certification and coursework needed. Analyze and address individual needs based on progress toward certification.
• Travel to CLIA, member, and industry events to lead or participate in membership recruitment and renewal activities.
• Provide ad hoc reports to management as requested.

EMBARC ID Fulfillment

• Ensure Berkshire Logs are created and sent to ID printer once IAM applications are approved daily.
• Ensure address labels are created in Aptify and print as necessary.
• Print IDs in chronological order, clean ID printer every 1000 cards, and monitor ID printer functionality.
• Assemble IDs to be mailed using the appropriate materials, and match with the corresponding labels.
• Mail all IDs using the Postage Machine and ensure the separation of US and Canada.
• Maintain an organized order of printed IDs and labels, and document fulfillment dates on CLIA’s Intranet.
• Proactively track supply levels of IDs, cleaning kits, ID printer ink and postage machine ink, and coordinate with manager for any additional orders needed.
• Coordinate with IT as necessary to resolve any printer functionality issues.

SUPERVISORY RESPONSIBILITIES

• None

Requirements

Requirements Education and Experience:

• High school diploma; Bachelor’s Degree, technical degree or industry certification preferred
• Two (2) years of customer service and/or membership experience in a high-volume environment, preferably including experience with outbound calls focused on membership recruitment/retention and relationship management
• Equivalent combination of education and experience

Qualifications:

• Proven administrative or customer service experience; knowledge of principles and processes for providing customer service
• High technical aptitude; Proficient in Microsoft Office, Association Management Systems (AMS), and Learning Management Systems (LMS) preferred
• Strong work ethic and ability to handle difficult and stressful situations in a professional manner
• Strong written and verbal communication skills; ability to communicate information and ideas so that others will understand
• Strong problem-solving skills; skill in identifying basic to intermediate problems and reviewing related information to develop and evaluate options and implement solutions
• Ability to work successfully as a member of a team, and independently with general supervision
• Ability to adapt to a fast-changing environment and handle multiple priorities
• Ability to accurately prepare and maintain records, files, and reports and ability to review documents and data for accuracy
• Ability to effectively market the programs and services of the department
• Curious, fast-learning, and willing to improve continuously
• Ability to think creatively and take initiative

Work Environment:

• This position is based on site in our DC office 3 days a week (Tuesday, Wednesday, Thursday) and two days remote (Monday and Friday).
• The noise level in the work environment is usually quiet.
• Up to 5% of the incumbent’s time is spent traveling.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reasonable Accommodation Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

EEO Statement CLIA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.