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The Membership Representative promptly and courteously answers incoming calls, emails, Intercom inquiries, and efficiently fulfills membership transactions on behalf of PGA of America Members, Associates, and Affiliates. The Membership Representative ensures the accurate processing of all membership-related transactions and projects while offering support to PGA team members in the field.
RESPONSIBILITIES (Specific areas of responsibility include but are not limited to):
Member Success Communications
Answer approximately 30 calls per day to support Members, Associates, Affiliates and Prospectives with inquiries, questions, or transactional needs.
Respond to online inquiries via Intercom daily in a timely and professional manner.
Offer basic technology support for Member-facing PGA systems.
Make outbound calls as needed or requested by department leadership.
Membership Processes
Manage Member, Associate, and facility profiles and data within membership systems.
Review, process, and support membership and application workflows, including new applications, background checks, reinstatements, suspensions, terminations, resignations, and re-elections.
Coordinate registrations and audit results for PGA/PGM events, including seminars and Playing Ability Tests (PATs), and oversee related exception processing.
Review and process Professional Development Requirement (PDR) submissions, change forms, and Recognized Facility Forms.
Generate and fulfill membership dues invoices and identification card requests.
Complete and process forms for deceased members and associates in collaboration with insurance providers.
INCLUSION STATEMENT:
Contribute to a respectful and inclusive team environment by welcoming and respecting others’ beliefs, backgrounds, identities, abilities, and individuality to help ensure a supportive and engaging experience for Association Members, partners, customers, and guests. PGA of America respects the uniqueness of each employee and offers everyone the means to find their place and thrive.
SHARED VALUES STATEMENT:
Embody the organization's shared values and help ensure the organization's values-based culture thrives by proactively identifying and addressing any shared values challenges and opportunities you are experiencing.
SUPERVISION:
No supervisory responsibility.
FINANCIAL RESPONSIBILITY:
No budgetary responsibility.
EDUCATION AND EXPERIENCE:
High School Diploma or equivalent.
Two years related experience and/or training in administrative function and/or office management.
Prior data entry and customer service experience required.
SKILLS, KNOWLEDGE, AND ABILITIES:
Job Knowledge/Technology:Must have knowledge of phone etiquette and customer service. Ability to create relationships with internal and external customers. Ability to plan, be organized utilizing attention to detail. Must have working knowledge of Gmail, Google Drive, Google Sheets, and Google Docs. Basic fluency in artificial intelligence (AI) tools and concepts. This includes using AI to enhance business operations and drive innovation, enabling us to better serve our Members and stakeholders.
Customer Focus: Meets the expectations and requirements of internal and external customers. Gets firsthand customer information and uses it for improvements in products and services. Acts with the customer in mind and establishes and maintains effective relationships with customers and gains their trust and respect.
Judgment:Makes sound decisions; bases decisions on fact rather than emotion; analyzes problems skillfully; uses logic to reach solutions.
Initiative:Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares problems or opportunities in advance and undertakes additional responsibilities. Responds to situations as they arise with minimal supervision and creates solutions to problems.
Communication:Writes and speaks effectively; states own opinions clearly and concisely; demonstrates openness and honesty; listens well during meetings and feedback sessions; explains reasoning behind opinions; asks others for their opinions and feedback; asks questions to ensure understanding; exercises a professional approach with others using all means of communication; uses consideration and tact when offering opinions. Ability to read “between the lines” and make inferences based on tone.
Problem Solving/Analytical Thinking:The ability to see the “big picture” in complex situations by linking information or by considering an abstract or longer-term perspective; ability to break down a problem, situation, or process into its component parts; ability to understand the nature of those parts and their relationship to one another; ability to make thoughtful decisions in situations of uncertainty or risk.
Organization:The ability to manage multiple projects and determine project urgency in a practical way. Manage transition from task to task effectively.
Resourcefulness:The ability to identify opportunities to use resources that are already available or are easy/inexpensive to obtain; ability to consider the surrounding environment before making costly decisions; ability to use imagination and creativity to navigate difficult situations.
Collaboration and Teamwork:Works harmoniously with others to get a job done, responds positively to instructions and procedures and can work well with staff while maintaining relationships, which breed productive disagreement and debate.
Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Ability to travel up to 5%
This position is not eligible for immigration sponsorship.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
PGA does not discriminate on the basis of race, color, creed, religion, gender, age, disability, sexual orientation, national origin, citizenship, veteran status, gender identity or expression, marital or familial status, genetic information or any other characteristic protected by federal, state or local law. In addition, to ensure full equality of opportunity in all operations and activities of the organization, every staff member employed by the PGA shall be selected under fair employment procedures that provide equal employment opportunities to all people. DFWP.
