Provide customer service to all current and prospect members.
Process all incoming calls of 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 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 daily.
Process memberships within 2 business days.
Maintain the Member Get a Member promotion List.
Review websites of new members for additional background information.
Compile/Process/Send New Member Kits weekly.
Assist with member service projects including marketing campaigns, mailings, administrative support, word processing, phone campaigns, etc.
Member Renewal and Retention Responsibilities
Produce and send renewal confirmation letters to members weekly upon their renewal.
Produce 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 maintaining accurate emails.
Responsible for resolving all discrepancies for new member applications.
Ensures accurate and comprehensive records and systems management.
Update all 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.
Research unapplied checks when requested by accounting department.
Responsible for following up on Membership Open Invoices.
Responsible for sending Membership Open invoices via mail.
Process payments via telephone for Membership.
Work with accounting department when necessary to resolve discrepancies.
Responsible for Motorcoach Marketer Email Box.
Verify all membership listings for Motorcoach Marketer Publication.
Create a new member list for New Member Kit.
Please submit a cover letter and resume.
Bachelor’s degree required.
Two or more years’ experience in a 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.
Effective organizer and systems developer.
Proficiency with all Microsoft Office products.
Strong understanding of database management
About American Bus Association
The American Bus Association, the trade association of the intercity bus industry, represents the motorcoach industry's interests in Washington, D.C. It also facilitates relationships between North American motorcoach and tour companies and all related segments of the travel and supplier industries and promotes travel by motorcoach to consumers.
ABA represents approximately 950 motorcoach and tour companies in the United States and Canada. Its members operate charter, tour, regular route, airport express, special operations and contract services (commuter, school, transit). Another 2,500 member organizations represent the travel and tourism industry and suppliers of bus products and services who work in partnership with the North American motorcoach industry.
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