Member Services Representative

AMERICAN SOCIETY OF ANESTHESIOLOGISTS

(ASA)

JOB DESCRIPTION POSITION DETAILS

Job Title Member Services Representative Location:

Schaumburg, IL Supervisor Job Title:

Senior Membership Operations Manager Department:

Member Services FLSA Status:

Non-Exempt Direct Reports:

0

HR Approval Date:

December 2025 POSITION SUMMARY Responsible for providing high quality and exceptional member service to all ASA members, customers, staff, and vendors. Takes personal and complete responsibility for every interaction with a member or customer by providing world class service to build member loyalty, extend member retention, and satisfy ASA strategic goals and objectives. Actively participate in all department data tracking initiatives.

POSITION RESPONSIBILITIES

This position is not static and will be revised as the need of the organization's business evolves.

Major Activity:

Responds accurately to all inquiries (phone, email, chat, and written format) regarding policy and procedures for membership, applications, renewal billing, publications, continuing medical education products/credits and meeting registration, new membership sales.

Major Activity:

Identifies opportunities for upselling or cross-selling based on a deep understanding of member pain points and long-term needs.

Major Activity:

Performs proactive member outreach emails and calls (follow-up service calls) and responses to written correspondence inquiries from members within established timeframes and policies.

Major Activity:

Records customer feedback, issues, updates, and complaints within Association Management Software (AMS) and as defined by departmental policies. Shares with appropriate departments, committees, and staff for awareness and action. Makes recommendations based on customer feedback and insights.

Major Activity:

Provides first tier troubleshooting for access to and navigation of the ASA website, ASA Educational products, ASA publications, and meeting registration. Escalates issues through appropriate channels.

Major Activity:

Assists with data entry and clean-up projects; unified billing roster comparisons and centralized invoicing roster set-ups.

Major Activity:

Assists with outbound calling campaigns to meet sales and conversion goals, in collaboration with Marketing and Communications and other stakeholders.

Minor Activity:

Identifies opportunities to apply and share audience knowledge to improve effectiveness of membership offers, benefits, communications, and operations.

Minor Activity:

Represents member services in monthly product team meetings for assigned products, providing feedback related to membership audience and related processes.

Minor Activity:

Provides administrative support to Sr. Membership Operations Manager and assists with special projects from various departments.

Minor Activity:

Ability to perform work in alignment with ASA core values: Dedication, Collaboration, Commitment to Excellence, Continuous Improvement.

Minor Activity:

Other duties may be assigned.

POSITION QUALIFICATIONS

High school diploma or vocational degree required with some limited experience supported by on the job training. Intermediate knowledge of Microsoft Office applications, Word, Excel, and Outlook. Ability to navigate through PC applications. CRM (Microsoft CRM, IMIS, Personify, etc.) experience preferred but not required. Language skills must include the ability to read, write, speak English effectively and follow oral and written instructions consistent with policies and procedure. Excellent customer service, communication (written and oral), listening, and problem-solving skills.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

While performing the duties of this job, the employee regularly works in an office environment with light noise. Work may be frequently interrupted. The employee will spend most of the workday sitting, computing, and talking/hearing. Required lifting (boxes) in the 10-25 lb. range requiring the ability to bend at the waist and knee.

OSHA Category III:

position whose tasks/duties will not put them at risk for exposure to blood and other potentially infectious materials, therefore, universal/standard precautions are not required.

SCHEDULE AND TRAVEL REQUIREMENTS

May require more than 37.5 hours per week to perform the essential duties of the position. Ability to travel to meetings at national, regional, or local venues and fulfill evening or weekend obligations. Under 10% air travel required.

VALUES-BASED BEHAVIORS

(STAFF)

We Are Dedicated:

Member / Customer Service Orientation Takes personal responsibility for every member/customer interaction (internal or external). Provides best-in-class service to build customer loyalty and extend member/customer retention. Handles all member/customer interactions professionally and demonstrates appropriate confidentiality. Provides timely resolution of member/customer inquiries and facilitates problem resolution Ownership and Commitment Takes pride in contributing to the organization's success. Represents the organization with professionalism and integrity. Expresses commitment to ASA's mission, vision, and values. Sets challenging, results-based goals. Perseveres when challenges arise to ensure results are achieved. Demonstrates ability to take responsibility and holds oneself accountable for results. Can be depended on to follow up on work tasks and deliver as promised. We Are Committed to

Excellence:

Judgment and Decision-Making Makes quality decisions in a timely manner, even under uncertain conditions. Considers both short and long-term implications/risks of decisions. Conducts thorough search for information, evaluates alternatives, and chooses the appropriate course of action based on objective data as much as possible. Exercises judgment and independent actions within limits of authority. Includes appropriate people and considers diverse viewpoints in decision-making process. Supports and explains reasoning for decisions. Uses data and analysis to make informed decisions. Quality and Productivity Manages time and prioritizes effectively. Uses organizational skills to manage workload and follow through on assignments. Anticipates competing demands of multiple projects and establishes a course to accomplish and meet deadlines, working with manager as needed to re-prioritize and strategize. Plans proper assignments and utilizes time and resources in performance of duties. Produces quality work products that are complete, thorough, clear, and accurate.

We Are Continuously Improving:

Initiative and Innovation Takes initiative to suggest improvements, seek additional responsibility, and solve problems. Initiates discussions with chain of command and co-workers to improve work processes, quality, interpersonal relations, and work outcome. Presents innovative ideas to improve the organization and work results. Strives to increase productivity and eliminates inefficient work habits and processes. Gathers feedback on new products or initiatives for continuous learning. Values and incorporates the input of diverse perspectives. Professional Development Takes responsibility for professional development and growth. Seeks performance feedback. Increases expertise and job knowledge. Identifies areas of strength and weakness and takes action to make improvements. Considers where additional skills or abilities would benefit ASA.

We Are Collaborative:

Communication Articulates ideas clearly and concisely, both in written and oral communications. Keeps others informed, ensuring effective communication methods to appropriate stakeholders. Demonstrates active listening skills, attending to the conversation and asking clarifying questions. Adds constructively to conversations, cultivating a healthy exchange of ideas and providing opinions in a productive manner. Collaboration and Teamwork Establishes and maintains effective work relationships and works cooperatively in group situations. Addresses and resolves conflict effectively. Offers assistance, resources, and support to co-workers. Identifies and includes appropriate stakeholders in decisions and initiatives. Shows open-mindedness in considering multiple opinions and viewpoints. Fosters an inclusive environment where co-workers feel a sense of belonging.