RESPONSIBILITIES:   

General Responsibilities 

• Provide customer service to current and prospective members.  
• Process all incoming calls from prospect members and current members. 
• Answer calls and email inquiries in a timely and professional manner.
• Responsible for the following departmental mailboxes.
• Maintain a good working knowledge of all Membership department policies and procedures and provide suggestions for departmental growth. 
• Maintain a full and complete knowledge of all member database records, reports and communications.
• Evaluate member services benefits and programs and suggest substantive and logical improvements based on feedback from members.
• Travel once a year.
• Adhere to monthly departmental timeline and calendar. 
• Keeps Standards Operating Procedures updated for membership processing and reporting.
• Work interdepartmentally to provide excellent member service and benefits.
• Maintain prospect database for all incoming and association membership lists.

Member Onboarding Responsibilities 

• Maintains Departmental Email boxes. 
• Process all new member applications including data entry for memberships, subscriptions, and listings.
• Process memberships within 2 business days.
• Review websites of new members for additional background information.
• Process new member applications weekly.
• Assist with member service projects including marketing campaigns, mailings, administrative support, word processing, phone campaigns, etc. 

Member Renewal and Retention Responsibilities 

• Process and send past due Renewal letters and emails.
• Conduct Renewal Calls.
• Assists the Membership Team with Retention; Sell current members on their member benefits to ensure a higher renewal rate.
  
  

Data Integrity and Quality Check Responsibilities 

• Check email bounces and maintain accurate member data.
• Responsible for resolving all discrepancies for new member applications.
• Ensures accurate and comprehensive records and systems management.
• Update member and representative mailing and email addresses based on returns.
• Conduct Membership Quality Checks to ensure proper membership status.
• Conduct quality checks on member records for style.
• Checks membership discrepancies weekly.
• Quarterly conduct Safer checks and send report to GAP for follow up on any non-satisfactory members.
• Responsible for following up on Safer Check Report Discrepancies.
• Responsible for some financial activities, including data entry, collection, and reporting.

Accounting Responsibilities 

• Research unapplied checks when requested by accounting department.
• Responsible for following up on Membership Open Invoices.
• Responsible for sending Membership Open invoices via mail and email.
• Process payments via telephone for Membership.
• Work with the accounting department when necessary to resolve discrepancies.  

Publication Responsibilities 

• Add new members to publication subscriptions.
• Verify current members status for Destinations Magazine.

• REQUIREMENTS:  

  • Bachelor’s degree required.  
  • Two or more years’ experience in the customer service field.
  • Fast learner with ability to react quickly to changing requirements.
  • Detail-oriented with effective follow up.
  • Problem solving and conflict resolution skills; empowered to make decisions.
  • Ability to prioritize tasks and projects.
  • Excellent customer service skills, including telephone manner, and face to face encounters.
  • Proficiency with all Microsoft Office products.
  • Strong understanding of database management.

About American Bus Association

The American Bus Association is the most trusted motorcoach, group tour and travel association in the industry. ABA represents its members in Washington through legislative and regulartory assistance as well as provide education and business opportunities throughout the year.

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