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Key Responsibilities and Required Skills for Member Services Coordinator

💰 $45,000 - $65,000

Customer ServiceAdministrationNon-ProfitAssociation Management

🎯 Role Definition

The Member Services Coordinator is the heart of the member experience, serving as the primary point of contact for an organization's membership base. This role is pivotal in building and maintaining strong relationships, ensuring members feel valued, supported, and connected to the organization's mission and benefits. The coordinator manages all aspects of the member lifecycle, from onboarding and engagement to renewals and support. Success in this position hinges on a unique blend of exceptional customer service, meticulous administrative skill, and a proactive approach to communication and problem-solving. This individual acts as a brand ambassador, directly influencing member satisfaction and retention, which are critical metrics for the health and growth of any member-based organization.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Administrative Assistant
  • Receptionist or Front Desk Coordinator

Advancement To:

  • Member Services Manager
  • Community Manager or Member Engagement Manager
  • Account Manager

Lateral Moves:

  • Event Coordinator
  • Communications or Marketing Assistant

Core Responsibilities

Primary Functions

  • Serve as the first and primary point of contact for all member inquiries via phone, email, and in-person interactions, providing timely, professional, and knowledgeable responses.
  • Manage the entire member application and renewal process, including processing payments, verifying information, and ensuring a smooth and welcoming experience.
  • Maintain the integrity and accuracy of the member database (CRM), performing regular updates to contact information, membership status, and engagement history.
  • Proactively communicate with members regarding their benefits, upcoming events, renewal deadlines, and other pertinent information to maximize their value and engagement.
  • Expertly guide new members through a structured onboarding process, ensuring they understand their benefits and know how to access resources effectively.
  • Address and resolve member issues, complaints, and concerns with empathy and efficiency, escalating complex cases to management when necessary while maintaining ownership of the resolution.
  • Process member-related financial transactions, including dues payments, event registrations, and product sales, and assist with resolving billing discrepancies.
  • Generate and analyze regular membership reports on key metrics such as recruitment, retention, attrition, and engagement to inform strategic decisions.
  • Conduct outreach campaigns to welcome new members, check in with existing ones, and engage with at-risk or lapsed members to encourage renewal.
  • Assist in the development and execution of member retention strategies and campaigns, providing valuable frontline feedback on member sentiment and needs.
  • Provide comprehensive administrative and logistical support for member-exclusive events, webinars, and meetings, including managing registrations, sending confirmations, and answering attendee questions.
  • Develop and maintain a thorough knowledge of the organization's mission, programs, products, and services to act as a trusted resource for the membership.
  • Solicit and document member feedback through surveys, direct conversations, and other channels to identify areas for improvement in services and benefits.
  • Collaborate closely with the marketing and communications teams to contribute member-centric content for newsletters, social media, and the organization's website.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis to uncover trends in member behavior or satisfaction.
  • Contribute to the organization's member engagement strategy and roadmap by sharing insights gained from daily interactions.
  • Collaborate with other departments (e.g., Events, Education, Finance) to ensure a seamless and integrated member experience across all touchpoints.
  • Participate in team meetings and strategic planning sessions, offering a frontline perspective on the member experience.
  • Assist in creating and updating member support documentation, such as FAQs, how-to guides, and knowledge base articles.
  • Manage and update content on the member-facing sections of the organization's website or member portal.
  • Support senior leadership in preparing materials and reports for board meetings or stakeholder presentations related to membership.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Software Proficiency: Demonstrated experience using and maintaining a Customer Relationship Management (CRM) system (e.g., Salesforce, MemberClicks, YourMembership, Aptify).
  • MS Office Suite Mastery: Advanced proficiency in Microsoft Office, particularly Word for communications, Excel for reporting and data tracking, and Outlook for managing high volumes of correspondence.
  • Data Entry & Management: High degree of accuracy and efficiency in data entry, with a strong understanding of database management principles to ensure data integrity.
  • Basic Financial Processing: Competence in handling basic financial transactions, including processing payments, issuing refunds, and reconciling simple accounts.
  • Communication Platforms: Familiarity with mass email platforms (e.g., Mailchimp, Constant Contact) and virtual meeting software (e.g., Zoom, Teams).

Soft Skills

  • Exceptional Communication: Superior verbal and written communication skills, with the ability to convey information clearly, concisely, and with a professional and friendly tone.
  • Empathy & Customer Focus: A genuine desire to help people and an innate ability to understand and respond to member needs and frustrations with patience and compassion.
  • Problem-Solving Acumen: Strong analytical and critical-thinking skills to effectively identify, troubleshoot, and resolve member issues and inquiries.
    -Meticulous Attention to Detail: An unwavering commitment to accuracy in all tasks, from updating member records to processing payments and communicating information.
  • Organizational & Time Management: Excellent ability to prioritize multiple competing tasks, manage deadlines, and maintain a high level of organization in a fast-paced environment.
  • Interpersonal Skills & Teamwork: The ability to build rapport and collaborate effectively with members, colleagues, and volunteers from diverse backgrounds.
  • Proactiveness & Initiative: A self-starting attitude with the ability to anticipate needs, identify opportunities for improvement, and take action without constant supervision.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent.

Preferred Education:

  • Associate's or Bachelor's degree.

Relevant Fields of Study:

  • Communications
  • Business Administration
  • Hospitality
  • Marketing

Experience Requirements

Typical Experience Range: 1-3 years of experience in a customer service, administrative support, or member-facing role.

Preferred: Experience working for a non-profit, association, or other member-based organization is highly desirable. Direct experience with a CRM system and managing membership processes is a significant asset.

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