Membership Coordinator - Operations Support

Position Summary:

The Membership Coordinator - Operations Support role serves as a primary Membership Coordinator while also providing dynamic, priority-based support across the Membership Department, Receptionist/Front Desk operations, and lockbox and eKEY services. This role is responsible for identifying and responding to the area of greatest operational need throughout the day-ensuring consistent service levels across member calls, front desk coverage, and lockbox/eKEY support. The position plays a key role in maintaining workflow balance, minimizing service disruptions, and supporting overall team efficiency. _________________________________________________________________________________

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Priority-Based Support (Core Function): o Continuously assess departmental needs and shift responsibilities to support the highest-demand function, including Membership phone queue, Receptionist support, or Lockbox and eKEY support. Priorities will be determined by the Director of Membership and/or designated team lead based on operational needs. o Proactively support high-demand areas to prevent service delays and maintain workflow efficiency. o Maintain flexibility to transition between responsibilities multiple times throughout the day as needed. o Ensure service levels and response times are maintained across all areas of responsibility. • Membership Services (Primary Role When Assigned): o Serve as a primary point of contact for KCRAR and HMLS members via phone, email, and in-person interactions providing the highest level of customer service to both members and/or coworkers. o Remain available in phone queue to provide consistent phone support. o Assist members with all membership inquiries while also providing general support for HMLS and Education inquiries. Including, but not limited to questions regarding membership status, login assistance, member benefits, dues inquiries, membership account changes. o Direct inquiries to the appropriate department or staff when necessary. o Process assigned Membership related applications, Office Staff Access requests, Office Transfers and creation of New Offices by designated SLA deadline. o Respond to all assigned member e-mails in a timely manner as designated by SLA deadline. o Guide members through the Membership Application process, ensuring all forms are completed accurately. o Explain membership benefits, fees, and educational requirements. o Process applications and dues payments timely. o Maintain accurate membership records in Ramco, Matrix, and SupraNet, ensuring timely updates for Member transfers, address changes, login credentials, email updates. o Document scanning and inclusion in member records. o Contact Log each interaction in Ramco providing details of interaction. o Communicate directly with Brokers to facilitate creation of new offices within Ramco and Matrix ensuring application and documentation is accurate. o Work directly with Senior Membership Coordinator to complete quarterly Non-Member Assessments. • Receptionist/Front Desk Coverage (As Needed): o Answer incoming switchboard calls utilizing superior customer service and route calls to the appropriate individual(s). o Greet and welcome members and visitors, assisting them or directing them to the appropriate staff member. o Respond to member inquiries via email/phone, or in-person, regarding basic membership, billing, MLS access, and other services, ensuring accurate information is provided. o Assist members with basic lockbox and eKEY transactions, including leasing, assignments, returns, and exchanges at the front counter. o Complete required paperwork and ensure accurate entry of lockbox and eKEY transactions in Ramco and/or SupraNet. o Provide initial troubleshooting and customer assistance for lockbox and eKEY inquiries, escalating more complex issues as needed. o Provide general support for eKEY and lockbox inventory handling and organization. o Complete assigned lockbox-related emails from the shared inbox within established SLA deadlines. o Troubleshoot basic member account issues and escalate as appropriate. o Process point-of-sale transactions for store purchases, ensuring accuracy in sales and inventory tracking. o Maintain a well-organized front desk and lobby area, ensuring a professional and welcoming environment. o Assist with incoming and outgoing mail and deliveries. o Support Membership, Accounting, Education, and/or HMLS departments with administrative projects, data entry, and general office tasks as directed by Director and/or Leadership. o Provide store assistance at established event(s) - Recharge event. o Monitor and replenish front desk supplies. o Perform other duties as assigned to support the overall success of the Association. o Prepare office for open/close of business daily. • Lockbox and eKEY Support (As Needed): o Provide first-level support for our lockbox and eKEY related inquiries via phone, email, and in-person interactions. o Assist members with eKEY setup, activation, and basic troubleshooting, including PIN resets, access issues, and app navigation. o Issue, program, and assign lockboxes and eKEYs to members, ensuring accurate documentation. o Process lockbox returns, exchanges, and reassignments in accordance with established procedures. o Maintain accurate records of all lockbox and key activity within Ramco and/or SupraNet. o Assist with monitoring inventory levels and reporting discrepancies to the Supra Membership Coordinator and Director of Membership. o Support member compliance efforts by documenting and escalating issues related to unreturned equipment or misuse. o Provide assistance with routine lockbox maintenance, including reprogramming and basic troubleshooting. o Complete assigned lockbox related emails within established service level expectations. o Provide coverage for lockbox services during absences or high-demand periods to ensure continuity of member support. •

Administrative & Team Support:

o Assist with cross-departmental projects and administrative tasks. o Respond to assigned emails within SLA expectations. o Participate in team meetings and contribute to department initiatives. o Maintain consistent attendance and punctuality. • Other duties as assigned. ________________________________________________________________________________________

Competencies:

To perform the job successfully, an individual should demonstrate the following.

Achievement Focus :

Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Sets and achieves challenging goals.

Communications :

Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Customer Services :

Displays courtesy and sensitivity. Manages difficult or emotional customer service situations. Meets commitments. Responds promptly to customer service needs. Solicits customer service feedback to improve service.

Dependability :

Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.

Planning & Organization :

Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.

Problem Solving :

Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

Quality :

Fosters quality focus in others. Improves processes. Measures key outcomes. Sets clear quality requirements. Solicits and applies customer feedback.

Teamwork :

Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback.

Use of Technology :

Adapts to new technologies. Demonstrates required skills. Keeps technical skills up to date. Troubleshoots technology issues. Uses technology to increase productivity. ______________________________________________________________________________________

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Some college, technical school, or a minimum of two years related experience or equivalent combination of education and experience.

Language Ability :

Read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees.

Mathematical Ability :

Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

Reasoning Ability :

Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Deal with problems involving several concrete variables in standardized situations.

Computer Skills :

Proficient in Microsoft Office and proprietary software.

Certificates and Licenses :

N/A Supervisory Responsibilities :

This position has no supervisory responsibilities.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job the employee regularly sits, stands, walks, kneels and other ambulatory functions; uses fine motor skills; uses auditory, and visual senses. The employee is occasionally required to stand; walk; climb, balance, stoop, kneel or crouch. The employee may require to frequently lift a maximum of 50 pounds. Behavioral and/or

Emotional Requirements:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may regularly be required to multi-task, performing two or more tasks simultaneously for example, handle a difficult member issue, calculate amounts owed, and respond to incoming calls. Employees are required to self-regulate their emotions and behaviors in order to respond to members and/or coworkers in a calm, professional manner.

Job Type:

Full-time Pay:

From $22.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person