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Member and Chapter Services Associate Hybrid - US

Member and Chapter Services Associate

Full Time • Hybrid - US
 
The Member & Chapter Services Department (MCSD) is the primary point of connection between ASLA and members, and the Associate plays a central role in keeping that connection strong, responsive, and reliable. Working closely with the Manager, Member Services, the Associate manages the day-to-day flow of member inquiries and applications/renewals within the Association Management System (AMS), and is expected to bring judgment, ownership, and a problem-solving mindset to the work. 

This role suits someone who is ready to do more than execute a task list. We are looking for a self-directed professional who can maintain composure in a high-volume and exercise sound judgment on member issues and continually look for ways to improve our processes. Strong performance in this role creates opportunity for growth and expanded responsibility within the department over time. 


Key Responsibilities 

Member and Subscriber Support 

  • 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.
 
Data and Systems
 
  • 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.
 
Process Ownership and Improvement
 
  • 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.
 
Team and Department Support
 
  • 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.
 
What We’re Looking For
 
Beyond the technical qualifications below, the ideal candidate demonstrates:
 
  • Initiative and ownership. You notice what needs doing and act on it. You don’t 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.
 
Qualifications

Required:
 
  • 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.
 
Preferred:
 
  • Experience in a nonprofit, association, or other membership-based organization.
  • Experience with or remembers a comparable AMS.
  •  Associate or bachelor’s degree.
  • Demonstrated comfort applying AI tools to improve everyday workflow efficiency.
Salary Range: $55,000 – $60,000 per year
Status: Full-time, Non-Exempt
Work Week: 37.5 hours per week (standard)

Note: As a non-exempt position, this role is eligible for overtime pay for hours worked in excess of 40 per week.

Flexible work from home options available.

Compensation: $55,000.00 per year

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.





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U.S. Equal Opportunity Employment Information (Completion is voluntary)

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.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

American Society of Landscape Architects