SUMMARY OF POSITION 

The Member Care Coordinator plays a pivotal role on ASTA’s Membership team, sitting at the intersection of exceptional customer service and operational excellence. This position is designed for a detail-oriented, people-focused professional who thrives on helping others while ensuring smooth and efficient back-end processes.    

As the first point of contact for current and prospective members, the Coordinator delivers a high support standard through clear communication, timely follow-up, and an unwavering commitment to member satisfaction. At the same time, they ensure operational integrity by managing membership processes, maintaining accurate data in our systems, and contributing to the seamless execution of engagement initiatives.   

This dual focus on service and systems allows the Member Care Coordinator to directly impact member retention and satisfaction, reinforcing ASTA’s mission to promote and defend the travel agency industry while fostering a vibrant, professional community.   

KEY RESPONSIBILITIES 

Member Support and Communication    

• Provide exceptional and timely service to members and non-members across all communication channels.  
• Maintain correspondence logs within membership records for continuity of service.  
• Serve as the first point of contact by answering ASTA’s toll-free member service line.
• Monitor and respond to emails received at shared group inboxes.  
• Administer and moderate ASTA Facebook Groups to engage members and use the platform as a retention tool.   

Membership Processing and Data Management   

• Update employee rosters for company and corporate memberships as needed.  
• Set up new supplier memberships in iMIS following agreement completion.
• Create membership invoices in iMIS to support accurate and timely accounting and payment processes.  
• Process new memberships, renewals, event registrations, and other membership-related transactions.   
• Maintain the integrity of member data by assisting with regular updates, cleanups, and audits.  
• Run scheduled data integrity reports to identify and correct errors or outdated records.  
• Troubleshoot and document issues affecting member-facing systems and processes.  

Specialized Projects and Additional Duties   

• Support the Verified Travel Advisor (VTA) certification program by preparing and mailing graduate packets, certificates, and pins monthly.
• Participate in assigned membership and marketing projects (e.g., event support and data projects).  
• Handle miscellaneous member service and operational requests as directed by the Membership Department leadership.   

QUALIFICATIONS & SKILLS 

Required:  

• Bachelor's degree.
• Strong customer service skills and experience. 
• Proficient in Microsoft Word, Excel, and PowerPoint. 
• Excellent written and verbal communication. 
• Strong attention to detail, organization, and follow-through. 
• Able to multitask and manage deadlines in a fast-paced setting. 
• Self-starter with a collaborative attitude.  

  Preferred:  

• Experience with iMIS or similar CRM/membership software. 
• Background in associations, travel, tourism, or hospitality. 
• Tech-savvy and able to identify and troubleshoot system issues.  

Position Characteristics   

• Professional, welcoming, and member-centric attitude, with the ability to thrive in a fast-paced, dynamic environment.
• Strong commitment to ASTA's mission and a passion for supporting the travel industry. 

COMPENSATION & BENEFITS 

The salary range for this position is $50,000 - $55,000, based on experience and qualifications. ASTA offers a comprehensive benefits package that includes: 

• Location: Alexandria, VA (hybrid and remote available)
• Company-subsidized medical, dental, vision, life, and both short- and long-term disability insurance
• Paid time off (vacation, personal, sick leave, and holidays)
• 401(k) plan with employer match
• On-site fitness room
• Commuter benefits
• Free parking 

HOW TO APPLY 

To apply, please email your resume, cover letter, and salary requirements to [email protected] with "Member Care Coordinator" in the subject line. Applications will be reviewed on a rolling basis until the position is filled, so early submission is encouraged. 

Note to Recruiters: Please do not call or email regarding this position. Unsolicited outreach from recruiting agencies will not be considered. 

About American Society of Travel Advisors

The American Society of Travel Advisors (ASTA) is the leading global advocate for travel advisors, the travel industry and the traveling public. Its members represent 80 percent of all travel sold in the United States through the travel agency distribution channel. Together with hundreds of internationally based members, ASTA’s history of industry advocacy traces back to its founding in 1931 when it launched with the mission to facilitate the business of selling travel through effective representation, shared knowledge and the enhancement of professionalism.

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