Member Experience Coordinator

The Ned City of London Sales; Washington (District of Columbia); On-site; USD 28,000 - 43,000; Full time

Benefits offered by this job

Hourly rate up to $31.00/hour

Medical, Dental, Vision insurance

401k matching

Paid time off

Complimentary meals

Job summary

The Ned Washington, DC is seeking a proactive Membership Coordinator to join our guest-centric team. You will be the first point of contact for members, manage inquiries, and support payments, portal access and communications with a focus on accuracy and response quality.

Reporting to the Membership Executive, you will log cases in Salesforce, maintain member records, and coordinate with cross-functional teams to ensure a seamless, memorable experience for every guest while upholding The Ned’s

Qualifications

• Experience in guest-facing roles preferred.
• Strong written and verbal communication.
• Proactive problem solving and attention to detail.

Responsibilities

• Be an enthusiastic first point of contact for membership queries via email and phone, with frequent in-person interactions
• Respond to all member and applicant queries within agreed service standard timelines, ensuring appropriate tone, accuracy and clarity
• Log, track, and resolve member cases in Salesforce, ensuring all interactions, requests and outcomes are documented correctly
• Escalate complex or sensitive issues to management while ensuring the member experiences a smooth, continuous service journey
• Assist new and existing members with basic technical support questions related to payments, automated communications and member portal/app
• Accurately submit support tickets for non-templated or complex issues, ensuring sufficient detail is provided for resolution, and keeping member informed of progress
• Escalate member issues and complaints to management, while ensuring members receive timely follow-through from all relevant parties
• Maintain ownership of the overall case log, ensuring all queries are triaged, actioned and resolved within expected timelines
• Follow documented workflows and templates for common member requests
• Identify cases that require escalation, technical support or leadership intervention
• Maintain and update member profiles, including documenting notes of phone conversations and requests
• Update and amend member records in line with processes and terms and conditions
• Ensure all membership changes are recorded correctly and promptly
• Monitor and chase overdue member payments and resolve failed transactions
• Support subscription/billing questions and ensure payments are processed accurately
• Flag recurring payment issues or risks to the Membership Executive for review
• Collect and submit member feedback to the feedback tool and prepare weekly summaries
• Support programming administration and calendar maintenance across platforms

Skills

Customer service

Administrative support

Communication

Data entry

Attention to detail

Problem solving

Tools

Salesforce

Job description

The Ned Washington, DC is seeking a proactive Membership Coordinator to join our guest-centric team. You will be the first point of contact for members, manage inquiries, and support payments, portal access and communications with a focus on accuracy and response quality.

Reporting to the Membership Executive, you will log cases in Salesforce, maintain member records, and coordinate with cross-functional teams to ensure a seamless, memorable experience for every guest while upholding The Ned’s