Program Assistant, Member Services

Organization: Association of Zoos & Aquariums (AZA Member)
Location: Silver Spring, Maryland, United States
Job or Internship: Job




The Association of Zoos & Aquariums is building North America’s largest wildlife conservation movement, by engaging and inspiring our 175 million annual visitors and their communities to care about and take action to help protect wildlife. In order to accomplish this goal, AZA is seeking an organized and customer-oriented individual to assist with membership servicing and database functions.

The Program Assistant, Member Services is a nonexempt position reporting to the Manager, Member Information Services and is responsible for high-quality member servicing and the following:

Member Servicing

 Provide customer service as the initial contact with all members and prospective members regarding association services and membership;

 Respond to member inquiries and qualify prospective members on a timely basis. Develop customized information packets and perform active follow up to ensure the turning of the prospect into a member;

 Assist and support the Manager, Member Information Services with all retention and recruitment efforts, to include the development of materials and reporting of results;

 Maintain new member engagement campaign (collating materials and new member cards; communicate about accessing benefits, etc);

 Assists with event registration as necessary;

 Makes membership related web updates as necessary;

 Organizes, packs boxes, and assists with staffing of the AZA booth at all appropriate conferences and meetings;

 Performs other related duties as assigned.


 Maintaining membership records and database management, to include updates, quality assurance, and troubleshooting to ensure integrity of data;

 Review membership applications and materials to ensure completeness and accuracy;

 Supports Manager, Member Information Services with queries, views, and reporting;

 Coordinates label/mailing list needs with other Departments and members.


 Process memberships, conference registrations, and other payments as needed and reconcile with accounting;

 Assist with annual retention campaign with preparation of dues invoices and collateral;

 Maintain efficient processing systems and financial controls;


Experience working with database applications, AMS, preferably Avectra-NetForum Enterprise content management system (CMS)

Excellent verbal and written communication skills, and ability to work well with members.

Creative problem solver with superior organizational skills, strong attention to detail, and ability to handle multiple projects.

Knowledge in working with a web-based content management system.

Ability to work well under pressure in a fast-paced environment while meeting deadlines.

Skill in interpreting policies pertaining to membership.

Skill in establishing and maintaining effective working relationships with staff, members and vendors.


Bachelor’s degree.

Minimum 2 years experience with customer service or membership and database administration. Accounting, database, and non-profit background strongly preferred.

Experience with Windows-based software.

Proficiency with Excel and Word (Office 2007 and 2010)

Experience using AMS, preferably Avectra, NetForum Enterprise

Send cover letter, resume and salary history to:

Association of Zoos & Aquariums

ATTN: Program Assistant, Member Services

8403 Colesville Road, Suite 710

Silver Spring, MD 20910

Fax to: (301) 562-0888