Membership Specialist

Job Summary

The Membership Specialist is responsible for promoting the Association among its members by facilitating the member experience and overall satisfaction. This position supports the Membership Department and Territory Manager team by delivering services, advocating cost-saving programs and processing inquiries, concerns, requests and complaints from hospitality members.

Responsibilities

• Support and assist Territory Manager team as needed for all membership-related questions, requests and concerns.
• Actively listening to members and identifying their needs
• Ensure the best possible service and experience while helping our members succeed
• Provide high level of customer service to the association’s hospitality members including, but not limited to, providing information on membership, benefits, products, services and other needs and concerns associated with membership.
• Ensure ongoing member satisfaction by communicating with members via phone, in person contact or other appropriate communication methods.
• Prepare and distribute membership invoices, process membership payments and manage past due payment collections
• Maintain accurate call and visitor records in CRM
• Review new member applications and remit new membership materials including welcome letter and membership packet
• Prepare member correspondence
• Assist in developing and implementing strategies for membership retention
• Assist Membership Administrator and Director of Membership, as needed
• Attend quarterly department training meetings
• Active participation in all team events, activities, and meetings
• Provide collaboration for legislative grassroots activities

Qualifications

• Demonstrates excellent communication skills, both written and oral.
• Strong analytical skills, able to work under pressure, manage multiple projects, and meet deadlines.
• Demonstrates adaptability and flexibility when performing a variety of duties, often changing from one task to another
• Ability to communicate effectively with groups and individuals
• Ability to build and maintain positive relationships with the members, staff, and teams
• Works well with a variety of individual and management styles
• Ability to work cooperatively and collaboratively with all levels of employees
• Is self-driven, detail-oriented, organized, and efficient
• Has excellent follow-through and is results-focused
• Displays a commitment to quality in all work
• Maintains confidentiality when required
• Good listening and interpersonal skills
• Pleasant and outgoing personality

Education and Experience

• High school diploma/GED
• Proven customer service skills
• Collections experience
• Sales experience beneficial
• Proven track record of professional excellence

Technical Qualifications

• Intermediate knowledge of Microsoft Office including Word, Excel, and Outlook
• Knowledge of and experience with database management
• Knowledge of an experience with PowerPoint and Teams desired, but not required

Physical/Mental Environment

• Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state, and local standards.
• Regularly required to stand, walk, and sit; use hands to handle objects and feel controls; reach; climb stairs; stoop; crouch; talk; listen; and vision capabilities that enable reading and viewing a computer screen. Ability to lift up to 20 lbs.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.

We offer competitive compensation and benefits packages, along with a supportive work environment that values employee growth and development.

Washington Hospitality Association is an equal opportunity employer.