Member Services Coordinator

The Salvation Army Southern California•Coeur D'Alene, ID

20h•Onsite

About The Position

The Member Services Coordinator is responsible for the day-to-day supervision of the front desk team. This role requires training staff, reviewing membership accounts, and providing leadership in member engagement, conflict resolution, and problem-solving. The ideal candidate will possess strong organizational skills with a keen eye for detail, flexibility, the ability to multitask, work independently, and apply excellent customer service judgment.

Requirements

Demonstrated education and/or experience in high-level customer service, including money handling and POS usage.
High attention to detail, consistent reliable follow-through, and the ability to prioritize and manage multiple projects to meet deadlines.
Ability to operate standard office equipment efficiently.
Computer skills with working experience of Microsoft Office products.
Ability to use new software programs with basic training.
Problem-solving skills.
Ability to present oneself professionally and maintain confidentiality and sensitivity regarding information and documentation.
Service-oriented team player who can take initiative, work independently, and adapt quickly in a fast-paced environment.
Ability to read, write, and communicate in English.
Able to work weekends/evening hours.
Valid driver’s license and insured transportation.

Responsibilities

Serve as the first line of front desk support, providing direct assistance with accounts and POS resolution.
Demonstrate, monitor, and coach performance standards at the Front Desk, spending 25% of each shift engaging staff and members with the mission, vision, and core values of The Center.
Receive and promptly reply to customer service and facility-related calls and emails, with an end-of-shift response requirement.
Perform daily tasks including membership audit review, Hallpass/PTM review, abandoned transactions, and paperwork scanning. Add Hydro and CBRS tags.
Perform weekly tasks such as decrementing HydroMassage Add-On, Scan In Alert Audit, and Retention Communication.
Complete monthly tasks including Asana task list, staff surveys, staff birthday cards, and maintaining the “pick up drawer”.
Support and participate in new hire training protocols as directed by the Manager.
Support continuing education efforts for front desk staff, including team trainings and supplemental activities.
Oversee and process memberships, changes, and maintain correct billing information (online, in-person, scholarship, corporate).
Assist with refund preparation and credits from cancellations.
Assist the Member Services Manager in supporting department operations and participate in seasonal projects.
Actively and cheerfully participate in Center tours, follow up with guests, and maintain tour data.
Conduct annual reviews of the accuracy of online and paper forms.
Proactively seek new and efficient ways to enhance member and front desk employee experience.
Process memberships, scholarships, and programming transactions.
Participate in the interview/hiring process and employee review process.
Provide consistent coverage during Kroc operating hours and offer flexibility for emergency front desk coverage.
Contribute to successful department operations through collaboration and proactive communication with Member Service teams and other departmental teams.
Handle cash and accounting procedures in accordance with The Salvation Army’s policies and procedures.
Perform other related duties as requested.