CLIA | Cruise Lines International Association · 3 weeks ago
Membership Specialist
Washington, DC
Full-time
Hybrid
Entry Level
$48K/yr - $55K/yr
2+ years expCLIA | Cruise Lines International Association is seeking a Membership Specialist to provide customer service to North American Travel Trade members. The role involves responding to membership inquiries, processing applications, maintaining the membership database, and identifying solutions to enhance functionality.
Association
Responsibilities
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 ID printer once IAM applications are approved daily
Ensure address labels are created in Aptify and print as necessary
Print IDs in chronological order, clean ID printer every 1000 cards, and monitor ID printer 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, ID printer 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
Qualification
Required
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
Ability to think creatively and take initiative
Preferred
Bachelor's Degree, technical degree or industry certification
Proficient in Microsoft Office, Association Management Systems (AMS), and Learning Management Systems (LMS)
Company
CLIA | Cruise Lines International Association
Cruise Lines International Association (CLIA) is the world’s largest cruise industry trade association, providing a unified voice and leading authority of the global cruise community.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Joshua Good
Chief Financial Officer
Heather Wyatt
Senior Advisor, Partnerships & Events
Recent News
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