• Assist in the daily execution of activities related to new member acquisitions, ensuring that membership applications are processed in accordance with ASA eligibility requirements. • Assist in the daily execution of activities related to the ASA renewals program. • Oversee and implement new member outreach program through phone and email communications including new applicant welcome calls, six (6) month customer service check-in calls with applicants and proactively reaching out to applicants at risk for denial. • Manage ASA’s Benefit Partner Program – responsible for making sure all programs are up-to-date, web text is accurate and complete and research any new programs that may be of interest to ASA members. • Oversee the management of retirement, partial retirement and sabbatical application processes. • Train new Member Service Representatives in the policies and procedures of ASA as well as navigation of AMS and the phone system, as well as continuously guiding and training team on updates or changes to communicate to members. • Maintain expert knowledge of AMS and processes; being sure to document processes for use by MSRs. • Develop and maintain training materials for staff as well as facilitate appropriate staff training opportunities so they may better understand the various ASA processes. • Work with department director to set annual goals and scope, plan, and prioritize efforts to meet those goals. • Implement strategies for continuous quality control and improvement. • Document and maintain all department processes, policies and procedures. • Analyze workflows to determine opportunities for improvements and allocation of staffing. • Implement staff management and training strategies that support ASA’s vision of member and customer service and standards. • Supervise work product, growth and performance of Member Service Representatives. • Other duties as assigned by the Director of Membership
• High school diploma required; college degree preferred. • Three to five (3-5) years progressive experience in customer service, administrative/membership support role. • Prior experience managing a small team required. • Strong organizational and communication skills with a strong emphasis on and commitment to customer service. • Ability to assess member needs and articulate attainable solutions. • Ability to respond thoughtfully to satisfy member requests. • Excellent verbal and written communication skills. • Must be able to listen to many points of view, prioritize and successfully complete tasks within allotted time frames. • Ability to work closely with other staff, volunteer leaders and members to meet objectives in a positive, customer focused manner. • Ability to set, pursue and attain goals. • Must possess a commitment to member satisfaction and customer service. • Strong communication skills, verbal and written. • Ability to maintain a professional and harmonious relationship with ASA membership and staff in stressful or difficult situations. • Exceptional attention to detail and ability to manage multiple priorities and projects. • Ability to read, analyze and interpret general business procedures. • Ability to write reports and business correspondence. • Ability to work with mathematical concepts such as probability and statistical inference and the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. • Ability to define problems, collect data, establish facts and draw valid conclusions. • Working knowledge of MS Office applications, database environments and e-mail products.
The American Society of Appraisers is an equal opportunity employer.
About American Society of Appraisers
The American Society of Appraisers is a multi-discipline, non-profit, international organization of professional appraisers representing all appraisal disciplines: Appraisal Review and Management, Business Valuation, Gems and Jewelry, Machinery and Technical Specialties, Personal Property and Real Property. Our mission is to foster the public trust of our members and the appraisal profession through compliance with the highest levels of ethical and professional standards.