Member and Chapter Services Associate

• Serve as a primary point of contact for member and subscriber inquiries across email phone and mail delivering timely accurate and polished service; maintaining confidential and sensitive information.
• Research and resolve member issues independently exercising judgment on ambiguous cases and escalating only what genuinely requires manager-level input.
• Educate members and prospects on the benefits and value of ASLA membership with confidence and credibility.

• Maintain accurate member and company profile information in the AMS and support ongoing data quality and consistency.
• Process paper and scanned membership applications renewals subscriptions and other orders in accordance with ASLA eligibility requirements and procedures.
• Process student membership applications and communicate with student members on eligibility and requirements.
• Assist with Landscape Architecture Magazine orders and claims fulfillment.
• Apply AI and emerging technology tools where appropriate to improve the speed and accuracy of member and subscriber service workflows.

• Own the documentation of member services workflows: maintain clear current standard operating procedures for core tasks in the AMS and flag gaps or inconsistencies as they arise.
• Identify opportunities to streamline automate or otherwise improve recurring work and partner with the Manager to implement changes.
• As skills and judgment are demonstrated take on end-to-end ownership of a recurring program or initiative within the department.

• Support annual conference operations as assigned including MCSD material preparation and packing with potential travel to staff the ASLA Pavilion and/or other events.
• Provide additional support to membership team members and other departments with data entry tasks as needed.
• Maintain confidential and sensitive information with discretion.
• Uphold the values and culture of ASLA.
• Perform other duties as assigned.

• Initiative and ownership. You notice what needs doing and act on it. You dont wait to be handed a task and you close the loop without being asked.
• Composure under pressure. You can field a tough member call a high volume of renewals and a shifting priority list in the same afternoon without losing your footing.
• Sound judgment. You can make good calls on edge cases and policy gray areas know when to escalate and can explain your reasoning clearly.
• A process-improvement mindset. You see repetitive work as an opportunity to document streamline or automate not just to push through.
• A genuine service orientation. You treat members and colleagues with professionalism and care and represent ASLA well in every interaction.

• At least 3 years of administrative or member/customer services experience with a track record of increasing responsibility.
• Demonstrated experience working in an Association Management System (AMS) Customer Relationship Management (CRM) or equivalent database; comfort with data entry data quality and reporting.
• Strong Excel skills: able to sort filter use basic formulas and perform mail merges.
• Excellent written communication and attention to detail.
• Proven ability to prioritize and manage a workflow that involves frequent interruptions and multiple concurrent projects.
• Strong technology skills across the Microsoft Office suite including Teams.
• Professional demeanor high emotional intelligence and ability to work effectively in a team setting.

• Experience in a nonprofit association or other membership-based organization.
• Experience with or remembers a comparable AMS.
• Associate or bachelors degree.
• Demonstrated comfort applying AI tools to improve everyday workflow efficiency.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.