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 the 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.

• 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 the 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
• 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 the 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.

Provide service to Members and Non-Members via Phone and Email (60%)

• 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 (30%)

• 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 the organization has both detailed and current information in the 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 graduation packets that include letter, certificate and VTA lapel pin

Supports Membership/Marketing Department with Assigned Projects (5%)

• Event support as assigned
• Data projects as assigned

• Excellent verbal and written communication skills with an 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

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 they sell.