Member Experience Specialist — Multichannel Support

ASHA Special Interest Group; Rockville (MD); On-site; USD 62,000 - 68,000; Full time

Job summary

American Speech-Language-Hearing Association is seeking a Customer Relations Manager to serve as frontline support for members, consumers, and constituents. You will provide courteous, knowledgeable service across phone, email and chat, guiding members through ASHA’s programs, products and services and handling memberships, orders, and renewals.

The role emphasizes empathy, teamwork, and clear communication, with multi-channel engagement and occasional travel to conventions.

Qualifications

• Bachelor’s degree or equivalent years of work experience.
• 2+ years of customer service experience.
• 2+ years data entry/order processing experience.
• 1+ years of product sales.

Responsibilities

• Provide a positive experience and professional service to ASHA customers.
• Respond promptly to telephone and email contacts and update member accounts.
• Investigate inquiries, troubleshoot, and report service trends.
• Maintain understanding of policies to promote ASHA membership and certification.
• Process orders and payments for dues, products, and services; initiate refunds as required.
• Utilize selling skills to increase sales and non-dues revenue.
• Provide technical support to access online services and content.
• Participate in outbound telephone campaigns.
• Direct inquiries within National Office as needed.
• May travel to attend annual ASHA conventions.

Skills

Customer service

Communication

Problem solving

Sales

Education

Bachelor's degree or equivalent

Tools

CRM databases

Microsoft Office

Job description

American Speech-Language-Hearing Association is seeking a Customer Relations Manager to serve as frontline support for members, consumers, and constituents. You will provide courteous, knowledgeable service across phone, email and chat, guiding members through ASHA’s programs, products and services and handling memberships, orders, and renewals.

The role emphasizes empathy, teamwork, and clear communication, with multi-channel engagement and occasional travel to conventions.