Member Services Coordinator I

Under immediate supervision by the Director of Member Services, this call center position requires attention to detail, teamwork, and the ability to provide exceptional member service. This position is responsible for building trusting member relationships, identifying member needs, making appropriate recommendations, providing accurate information, and implementing effective solutions.

Duties and Responsibilities:

• Providing exceptional service to members, cultivating trusting relationships both internally and externally.
• Communicate professionally with members in person, over the phone, via fax, online chat, and email, ensuring accurate and timely information.
• Honor commitments to members, following through on all promises.
• Set and pursue personal goals aimed at exceeding performance expectations.
• Enhance department productivity by promptly responding to member inquiries within established turnaround times.
• Support the organization and upkeep of documentation within the department.
• Collaborate with team members to achieve departmental goals, meet deadlines, and propose strategies for improving efficiency while ensuring accuracy.
• Actively contribute to maintaining a positive and energetic environment while consistently demonstrating a positive attitude.
• Process memberships in accordance with Federation guidelines, ensuring a thorough understanding of membership rules and processing procedures.
• Participates in special projects as assigned by management.
• Deliver outstanding service to members, fostering strong relationships and enhancing their overall experience.
• Maintain effective and professional communication with members and staff.
• Foster productive relationships with Directors and colleagues, contributing to a positive and collaborative team environment.
• Greet and assist visitors, ensuring they feel welcome and comfortable.
• Verify visitors and provide passes/badges as needed.
• Notify employees of guest arrivals and direct them to the appropriate location.
• Keep front lobby area clean, organized, and professional in appearance.
• Assist customers with selection and purchase of merchandise available in the lobby.
• Process sales transactions, including handling cash, credit cards or other payment methods
• Assistance is provided to other department members when needed.
• Perform other related duties as assigned.

Required Knowledge, Skills & Abilities:

• Outstanding interpersonal skills, energy, reliability and self-motivation are a must.
• A significant level of diplomacy and the ability to build trust is required in addition to normal courtesy and tact.
• Role involves significant personal interaction, including motivating and influencing others.
• Exceptional multitasking abilities, with experience in handling calls, data entry and customer inquiries simultaneously.
• Attention to detail, strong follow-through on commitments, and proven problem-solving abilities are necessary.
• Ability to consistently adhere to a work schedule and maintain reliability in attendance is crucial.
• Outstanding oral and written communication skills are a must.
• Proficient in standard office software and comfortable navigating the internet.
• Availability for extended hours, including evenings and weekends, may be required.
• Spanish language skills are a plus.

Education and Experience:

• High School diploma or equivalent preferred.
• Some college preferred.
• Customer service experience preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds and occasional lifting and/or moving up to 25 pounds. (Anything over 25 pounds requires a two person lift)

US Equestrian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, national origin, disability status, marital status, protected veteran status, or any other characteristic protected by law. We strongly encourage applications from black, indigenous, and people of color, immigrants, women, people with disabilities, members of the LGBTQIA+ community, and other underrepresented and historically marginalized groups.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.