Member Services Coordinator

Member Services Coordinator

Reports to: Senior Director of Membership

Classification: Exempt

Salary Range: $55,000 - $70,000

 Position Summary

The International Economic Development Council (IEDC), the largest professional association for economic development professionals of its kind, seeks a Member Services Coordinator to provide excellent customer service to its members, ensuring their needs are addressed promptly and professionally. The coordinator manages account details, promotes membership benefits, and ensures a positive member experience. Through personalized interactions and proactive outreach: this individual will serve as a dedicated concierge/host for fostering loyalty and retention. This role is critical in supporting the organization’s mission by enhancing the overall membership experience and fostering strong relationships with members. The ideal candidate will be an excellent and detailed communicator, highly relational, and possess a strong customer-service orientation.

Areas of Responsibility

Member Support & Engagement

• Serve as a primary point of contact for member inquiries via phone, email, and online platforms.
• Respond to, or redirect, member questions about benefits, renewals, events, and resources in a timely and professional manner.
• Proactively reach out to members through welcome calls to encourage engagement and participation in association programs and events.
• Coordinate with other departments to resolve member issues and ensure member satisfaction.
• Troubleshoot basic technical issues that members may encounter with the IEDC website, such as account login issues and roster changes.

Membership Administration

• Maintain accurate and up-to-date membership records in IEDC’s association management database. This may include (but not limited to) changes to member status, information verification, and running reports.
• Oversee the IEDC job board and job posting process, ensuring listings are accurate and meet program guidelines.
• Perform maintenance of records in membership database. This may include (but not limited to) changes to member status, verifying information, merging accounts, company profile checks, invoice creation/deletion, transaction updates, running reports, and on-demand receipts.
• Troubleshoot basic technical issues that members may encounter with websites, account login-issues, roster changes, registration, etc.
• Assist with digital transformation by testing new features and processes (website and database) and provide necessary input.
• Interpret member feedback, identify trends, and share findings with the Senior Director of Membership.
• Assist membership team with renewals and member renewal initiatives as necessary.
• Monitor and respond to members and prospective member inquiries by telephone and e-mail.
• Manage and monitor membership inbox.
• Assist membership team with programs and initiatives to convert prospects into members as needed.
• Advise members/nonmembers on products, services, and programs to meet their individual needs
• Other duties as assigned.

Required Knowledge, Skills, and Abilities

• Bachelor’s degree in business administration, Communications, Nonprofit Management, or a related field preferred but not required.
• Minimum of 3 years of relevant experience in customer service; association or membership organization experience strongly preferred.
• Proficiency with CRM or membership management software (e.g. Salesforce, iMIS, or Raiser’s Edge).
• Intermediate proficiency in excel, including the ability to convert data into charts, graphs, and pivot tables.
• Effective communication and interpersonal skills, with the ability to interact with members and external stakeholders professionally and courteously.
• Strong basic data analytic skills.
• Strong attention to detail, organization, critical thinking, and time management skills.
• Solid multi-tasking skills for prioritizing and performing duties.
• Strong customer service skills which include extensive phone contact with existing and potential members.
• Capability of analyzing processes and suggestions for improvement.
• Ability to work independently yet function positively within a team in a remote setting.
• Knowledge of IEDC membership benefits, products, services, and policies.
• Ability to travel to IEDC conferences and staff retreats, as needed.
• Collaborator – works well with a variety of constituents.

Job Location

This position is eligible for remote work within the United States. Candidates will be required to travel, as required, for meetings, conferences, or team events. Candidates within commuting distance of Washington, DC are considered local and have the option to work from IEDC’s offices. 

Benefits

IEDC has a generous benefits program that includes health, dental, vision, term life, and disability insurance, plus sick and annual leave, federally recognized holidays, a cell phone benefit, a 401(k) plan, and an annual professional development stipend.

To Apply

Interested candidates should submit a resume and cover letter to careers@iedc.org. Applications submitted without cover letters will not be considered.

IEDC seeks to model the diversity of the communities we serve and are committed to building a diverse and inclusive team. We strongly encourage applications from individuals of all backgrounds and experiences and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, genetic information, or any other legally protected status. We are proud to be an equal opportunity employer dedicated to fostering a workplace that values diversity, equity, and inclusion.

About IEDC

IEDC is a non-profit, non-partisan membership organization that, for nearly 100 years, has been helping economic developers around the world facilitate economic well-being in their communities. It is the largest organization of its kind supporting this profession.