Member and Chapter Services Associate

Responsibilities

• Serve as a primary point of contact for member and subscriber inquiries across email, phone, and mail, delivering timely, accurate, and polished service; maintaining confidential and sensitive information.
• Research and resolve member issues independently, exercising judgment on ambiguous cases and escalating only what genuinely requires manager-level input.
• Educate members and prospects on the benefits and value of ASLA membership with confidence and credibility.
• Maintain accurate member and company profile information in the AMS and support ongoing data quality and consistency.
• Process paper and scanned membership applications, renewals, subscriptions, and other orders in accordance with ASLA eligibility requirements and procedures.
• Process student membership applications and communicate with student members on eligibility and requirements.
• Apply AI and emerging technology tools, where appropriate, to improve the speed and accuracy of member and subscriber service workflows.
• Own the documentation of member services workflows: maintain clear, current standard operating procedures for core tasks in the AMS, and flag gaps or inconsistencies as they arise.
• Identify opportunities to streamline, automate, or otherwise improve recurring work, and partner with the Manager to implement changes.
• Support annual conference operations as assigned, including MCSD material preparation and packing, with potential travel to staff the ASLA Pavilion and/or other events.
• Perform other duties as assigned.

• At least 3 years of administrative or member/customer services experience, with a track record of increasing responsibility.
• Demonstrated experience working in an Association Management System (AMS), Customer Relationship Management (CRM), or equivalent database; comfort with data entry, data quality, and reporting.
• Strong Excel skills: able to sort, filter, use basic formulas, and perform mail merges.
• Excellent written communication and attention to detail.
• Proven ability to prioritize and manage a workflow that involves frequent interruptions and multiple concurrent projects.
• Strong technology skills across the Microsoft Office suite, including Teams.
• Professional demeanor, high emotional intelligence, and ability to work effectively in a team setting.
• Experience in a nonprofit, association, or other membership-based organization. (Preferred)
• Experience with or remembers a comparable AMS. (Preferred)
• Associate or bachelor’s degree. (Preferred)
• Demonstrated comfort applying AI tools to improve everyday workflow efficiency. (Preferred)