Membership Specialist

Cruise Lines International Association Inc.•Washington, DC

10d•Hybrid

About The Position

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.

Requirements

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
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

Responsibilities

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.
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.