Membership Specialist

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.

• 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  once IAM applications are approved daily.
• Ensure address labels are created in Aptify and print as necessary.
• Print IDs in chronological order, clean  every 1000 cards, and monitor  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,  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.

• None

• 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
• Ab…