Member Services Representative

Employment at ASA•Schaumburg, IL

1d•Onsite

About The Position

Responsible for providing high quality and exceptional member service to all ASA members, customers, staff, and vendors. Takes personal and complete responsibility for every interaction with a member or customer by providing world class service to build member loyalty, extend member retention, and satisfy ASA strategic goals and objectives. Actively participate in all department data tracking initiatives.

Requirements

High school diploma or vocational degree required with some limited experience supported by on the job training.
Intermediate knowledge of Microsoft Office applications, Word, Excel, and Outlook. Ability to navigate through PC applications.
Language skills must include the ability to read, write, speak English effectively and follow oral and written instructions consistent with policies and procedure.
Excellent customer service, communication (written and oral), listening, and problem-solving skills.

Nice To Haves

CRM (Microsoft CRM, IMIS, Personify, etc.) experience preferred but not required.

Responsibilities

Responds accurately to all inquiries (phone, email, chat, and written format) regarding policy and procedures for membership, applications, renewal billing, publications, continuing medical education products/credits and meeting registration, new membership sales.
Identifies opportunities for upselling or cross-selling based on a deep understanding of member pain points and long-term needs.
Performs proactive member outreach emails and calls (follow-up service calls) and responses to written correspondence inquiries from members within established timeframes and policies.
Records customer feedback, issues, updates, and complaints within Association Management Software (AMS) and as defined by departmental policies. Shares with appropriate departments, committees, and staff for awareness and action. Makes recommendations based on customer feedback and insights.
Provides first tier troubleshooting for access to and navigation of the ASA website, ASA Educational products, ASA publications, and meeting registration. Escalates issues through appropriate channels.
Assists with data entry and clean-up projects; unified billing roster comparisons and centralized invoicing roster set-ups.
Assists with outbound calling campaigns to meet sales and conversion goals, in collaboration with Marketing and Communications and other stakeholders.
Identifies opportunities to apply and share audience knowledge to improve effectiveness of membership offers, benefits, communications, and operations.
Represents member services in monthly product team meetings for assigned products, providing feedback related to membership audience and related processes.
Provides administrative support to Sr. Membership Operations Manager and assists with special projects from various departments.
Ability to perform work in alignment with ASA core values: Dedication, Collaboration, Commitment to Excellence, Continuous Improvement.
Other duties may be assigned.