Member Success Coordinator

BNI Global; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

BNI Global in Charlotte, NC is seeking a dedicated Member Success Coordinator to deliver exceptional service to Members, Chapters, and regional leadership. You will work with Area Directors and Regional Development Teams to support new and existing Members, ensuring a positive experience at all stages of membership.

The role emphasizes strong communication, organizational skills, and proactive problem solving to maintain high customer satisfaction and smooth membership operations.

Qualifications

• One year of proven experience in customer service.
• Administrative experience.
• Self-starter with outstanding organizational and time management skills.
• Analytical abilities and problem-solving skills.
• Excellent communication.

Responsibilities

• Serve as a point of contact for BNI Members and Visitors, offering guidance, assistance, and troubleshooting for membership-related concerns.
• Answer inbound calls to the national toll-free number, respond to general questions via email, and route region-specific issues to the appropriate team.
• Merge leads and manage data quality; escalate duplicates to the Member Success Consultants as needed.
• Collaborate with Managers to ensure new leads are properly assigned to Member Success Consultants.
• Document and resolve issues with strong customer service to support high member satisfaction.
• Support additional duties that help demonstrate core values and support the mission.

Skills

Communication

Time management

Organizational skills

Customer service

Problem solving

Job description

Position Summary

Reporting to the Manager, Member Success Center, the Member Success Coordinator plays an important role in delivering exceptional service and assistance to BNI Members, Chapters, and regional leadership. Member Success Coordinators work directly with Area Directors and Regional Development Teams to support new and existing Members. Customer Service Coordinators are integral in promoting a positive experience for BNI Members at all stages of their Membership.

Roles and Responsibilities

• Customer Support: Serve as a point of contact for BNI Members, and Visitors, offering guidance, assistance, and troubleshooting for membership-related concerns. Address and resolve any technical or operational issues that arise, ensuring minimal disruption to Chapter activities.
  
• Point of Contact for Members and prospective Members: Answer inbound phone calls to national toll-free number, address general questions sent to our national email address and forward regionally specific issues to Member Success Consultants. Staff and respond to web-based chats. Escalate region specific issues to the appropriate parties.
• Data Management: Merge leads that are assigned to Member Success Consultants if there are errors or duplicate records. These issues will be escalated to you directly.
• Assign Leads: Work with Managers to make sure new leads are properly assigned to Member Success Consultants.
• Issue Resolution: Document and escape issues appropriately using great customer service to support good customer satisfaction

• Any additional duties needed to help demonstrate our core values, drive our vision, and fulfill our mission.

Demonstrated Competencies

• Communication

• Self-management
• Teamwork
• Adaptability
• Relationship Building

Required Qualifications

• One year of proven experience in customer service
• Administrative experience
• Self-starter with outstanding organizational and time management skills
• Analytical abilities and problem-solving skills
• Excellent communication

Physical Demands and Working Conditions

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

This is a full-time positio n. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

An equal opportunity employer.