Program Coordinator - Member Services
About The Position
The Program Coordinator - Member Services supports HGACBuy member engagement, onboarding, retention, and customer relationship management activities. Working alongside the Senior Program Coordinator, this position helps ensure members receive timely, professional support and are connected to the information and resources needed to effectively use HGACBuy programs and contracts. The position provides day-to-day coordination and administrative support for member services, maintains accurate member and CRM records, assists with outreach and follow-up activities, and supports efforts to strengthen member satisfaction and program participation.
Requirements
- Strong customer service and interpersonal skills, with the ability to communicate professionally and responsively with members, partners, and internal teams.
- Strong verbal and written communication skills.
- Strong organizational and time management skills, with the ability to manage multiple tasks, follow through on commitments, and meet deadlines.
- Ability to learn program requirements, processes, and services and explain them clearly to customers.
- Experience maintaining records, tracking customer interactions, or working with customer relationship management (CRM) systems such as Salesforce, Zoho, or similar platforms.
- Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
- Ability to work collaboratively in a team environment and coordinate effectively across functional areas.
- Ability and willingness to travel regularly throughout the H-GAC region and locations across Texas and the United States, including overnight travel.
- Bachelor’s degree in an applicable academic discipline or related field of study
- 3 years of experience working with local government, nonprofit programs, school or in job related duties
Responsibilities
- Support new member onboarding, including processing member information, coordinating orientations, and providing follow-up assistance.
- Serve as a point of contact for routine member questions and requests, providing responsive customer service and coordinating with internal teams as needed.
- Maintain accurate and current member information in customer relationship management (CRM) and related program databases.
- Assist with member retention and engagement activities, including outreach calls, email communications, surveys, and follow-up with inactive or under-engaged members.
- Track and document member interactions, service requests, feedback, and participation to support reporting and continuous improvement.
- Support member outreach and business development activities, including preparation of contact lists, outreach materials, presentations, and follow-up communications.
- Coordinate and participate in member outreach activities, including public meetings, networking events, conferences, tradeshows, webinars, and other member engagement activities.
- Assist with customer satisfaction efforts by collecting member feedback, identifying recurring service needs, and escalating issues appropriately.
- Coordinate with HGACBuy staff to connect members with appropriate contracts, suppliers, program information, and resources.
- Travel regularly throughout the H-GAC region and to other locations across Texas and the United States to support member outreach, meetings, conferences, tradeshows, and other program activities.
- Provide administrative and program coordination support for member services initiatives and special projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
