Program Coordinator - Member Services

Houston-Galveston Area Council; Houston (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

Houston-Galveston Area Council is seeking a Program Coordinator - Member Services to support HGACBuy member engagement, onboarding, retention, and CRM activities. This role works alongside the Senior Program Coordinator to ensure members receive timely, professional support and access to resources needed to effectively use HGACBuy programs and contracts.

The position provides day-to-day coordination and administrative support for member services, maintains accurate member and CRM records,

Qualifications

• Bachelor's degree in an applicable field.
• 3 years of experience with local government or nonprofit programs.
• Experience with CRM systems (Salesforce or Zoho).
• Strong customer service and communication skills.
• Proficiency with Microsoft Office.
• Ability to travel regionally including overnight stays.

Responsibilities

• Support new member onboarding and orientations.
• Serve as contact for routine member questions and requests.
• Maintain accurate member records in CRM.
• Assist outreach and follow-up activities.
• Coordinate member meetings, webinars, and events.
• Track interactions and support reporting and improvement.

Skills

Customer service

Verbal communication

Written communication

Organizational skills

CRM experience

Travel willingness

Team collaboration

Education

Bachelor's degree in applicable field

Tools

Salesforce CRM

Zoho CRM

Microsoft Office Suite

Job description

About Houston-Galveston Area Council

The Houston-Galveston Area Council is one of the largest regional planning commissions in the country with a diverse service area of 13 counties and more than 7 million people. We are the pulse of our region addressing issues that cross city limits and county lines every single day.

We make decisions that affect our transportation system, ensure the safety and well-being of our seniors, connect people to jobs, help families recover from natural disasters, preserve water quality for our children, and so much more. We work to make the region a great place to live, work, and thrive.

What will I be doing?

The Program Coordinator - Member Services supports HGACBuy member engagement, onboarding, retention, and customer relationship management activities. Working alongside the Senior Program Coordinator, this position helps ensure members receive timely, professional support and are connected to the information and resources needed to effectively use HGACBuy programs and contracts.

The position provides day-to-day coordination and administrative support for member services, maintains accurate member and CRM records, assists with outreach and follow-up activities, and supports efforts to strengthen member satisfaction and program participation.

Key responsibilities include:

• Support new member onboarding, including processing member information, coordinating orientations, and providing follow-up assistance.
• Serve as a point of contact for routine member questions and requests, providing responsive customer service and coordinating with internal teams as needed.
• Maintain accurate and current member information in customer relationship management (CRM) and related program databases.
• Assist with member retention and engagement activities, including outreach calls, email communications, surveys, and follow-up with inactive or under-engaged members.
• Track and document member interactions, service requests, feedback, and participation to support reporting and continuous improvement.
• Support member outreach and business development activities, including preparation of contact lists, outreach materials, presentations, and follow-up communications.
• Coordinate and participate in member outreach activities, including public meetings, networking events, conferences, tradeshows, webinars, and other member engagement activities.
• Assist with customer satisfaction efforts by collecting member feedback, identifying recurring service needs, and escalating issues appropriately.
• Coordinate with HGACBuy staff to connect members with appropriate contracts, suppliers, program information, and resources.
• Travel regularly throughout the H-GAC region and to other locations across Texas and the United States to support member outreach, meetings, conferences, tradeshows, and other program activities.
• Provide administrative and program coordination support for member services initiatives and special projects as assigned.

Key Qualifications

• Strong customer service and interpersonal skills, with the ability to communicate professionally and responsively with members, partners, and internal teams.
• Strong verbal and written communication skills.
• Strong organizational and time management skills, with the ability to manage multiple tasks, follow through on commitments, and meet deadlines.
• Ability to learn program requirements, processes, and services and explain them clearly to customers.
• Experience maintaining records, tracking customer interactions, or working with customer relationship management (CRM) systems such as Salesforce, Zoho, or similar platforms.
• Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Ability to work collaboratively in a team environment and coordinate effectively across functional areas.
• Ability and willingness to travel regularly throughout the H-GAC region and locations across Texas and the United States, including overnight travel.

Do you have…

• Bachelor's degree in an applicable academic discipline or related field of study
• 3 years of experience working with local government, nonprofit programs, school or in job related duties

H-GAC is an equal opportunity/AA employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or protected veteran status.

All employees of H-GAC are required to reside within the agency's region of service to support our commitment to excellence in service of our region.

H-GAC is an equal opportunity/ADA employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, or protected veteran status.