Member Services Coordinator

Job Title: Member Services Coordinator

Reports to: Community Association Manager/ Resort Manager

Position Summary:

The Member Services Coordinator is the face of the community, providing exceptional one-on-one customer service while ensuring that residents and guests feel welcomed and valued. This role serves as a hybrid between a Lifestyle Concierge and an Administrative Coordinator, with expanded responsibilities to enhance the Member experience and ensure seamless operations.

The Member Services Coordinator, alongside the Lifestyle Concierge team, is responsible for greeting all visitors, addressing Member inquiries, managing administrative tasks, orienting new Members, and supporting lifestyle and social programming. This position may also serve in the Community Association Manager’s (CAM) capacity during their absence.

Essential Job Functions:

Member Relations & Customer Service

• Deliver prompt, courteous, and friendly service to all Members, guests, and fellow employees, reflecting the company’s core values.
• Greet Members and guests, check ID cards, and ensure proper use of amenities.
• Respond calmly and professionally to problem situations, ensuring concerns are resolved constructively.
• Answer questions about the Lifestyle program and recommend relevant events and activities.
• Assist with orienting new Members by providing detailed information on community policies, procedures, and amenities.

Administrative Support & Office Management

• Assist with facilitating and preparing paperwork for Budget, Annual, and Board of Directors meetings.
• Maintain and organize Association records, including meeting minutes, maintenance logs, and vendor documentation.
• Perform general office work, including word processing, filing, and managing correspondence.
• Answer incoming calls, direct inquiries to appropriate personnel, and relay messages as needed.
• Prepare monthly reports, check requests, and other documentation as required.

ARC & Compliance Support

• Gain a deeper understanding of the Architectural Review Committee (ARC) process and assist with application reviews and approvals.
• Ensure timely and accurate documentation of ARC requests and maintain compliance with community standards.
• Replenish desk forms, including orientation packages, ARC applications, class sign-in sheets, and more.

Community Maintenance & Vendor Coordination

• Inspect grounds, facilities, and equipment to determine the necessity of repairs or maintenance.
• Schedule and coordinate general maintenance, major repairs, and construction projects as directed by the Community Manager.
• Notify appropriate departments or management of areas needing attention and ensure follow-through.

Event & Lifestyle Programming

• Assist in planning and promoting community programs and activities, including events, fitness classes, health seminars, spa services, and sports court programming.
• Coordinate event logistics, including room setup, breakdown, and onsite assistance during events.
• Collaborate with the Lifestyle Manager on preparing for events, ensuring promotional materials, supplies, and resources are ready.
• Maintain event registration records and assist with increasing participation in lifestyle programs.

Additional Responsibilities:

• Assist with correspondence and special projects as assigned.
• Maintain communication with independent contractors and ensure scheduling aligns with community needs.
• Promote community relations by fostering a welcoming and inclusive environment for Members and guests.
• Support emergency preparedness efforts and respond appropriately to emergencies.

Qualifications:

Education/Certificates/Licenses/Training

• High School Diploma required; Associate Degree preferred.
• Certifications in hospitality, customer service, or related fields are a plus.

Experience/Background/Knowledge

• Minimum of 1-2 years of experience in residential community management, association management, hospitality, or a customer service-oriented environment.
• Previous experience in an HOA or property management setting is preferred.

Skills & Competencies

• Strong verbal and written communication skills.
• Ability to interact professionally and effectively with residents, guests, staff, and vendors.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Publisher).
• Strong organizational skills and attention to detail.
• Ability to multitask in a fast-paced environment while maintaining a positive attitude.
• Basic understanding of HOA policies, ARC processes, and community governance.
• Public speaking skills to effectively address groups of Members and guests.

Physical Requirements:

• Ability to stand for extended periods and perform light to moderate physical tasks.
• Frequent walking, bending, stooping, climbing stairs, and lifting objects up to 50 pounds.
• Extended time working on a computer and answering phones.
• Vision requirements include close and distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• Flexibility to work weekends, evenings, and holidays as needed.
• Work is performed indoors and outdoors at the Sales Gallery and Resort Amenity Center.
• Potential exposure to hazardous chemicals or equipment if safety procedures are not followed.
• Moderate noise level due to frequent interactions and event setups.

Schedule & Availability:

• Flexibility in scheduling is required to cover community needs, including weekends and some holidays.
• May be required to adjust hours to provide optimal service coverage and assist with after-hours events.

Disclaimer:

The statements contained herein describe the scope of responsibility and essential functions of this position, but should not be considered an all-inclusive listing of work requirements. Employees holding this position may be required to perform additional duties as assigned to meet operational needs. All requirements are subject to modification to accommodate individuals with disabilities.