Coordinator, Member Success

Job Description

Job Description

Position Summary

The Member Success Coordinator serves as the frontline representative for the Air & Space Forces Association (AFA), supporting members by phone and email and ensuring a positive, professional experience at every point of contact. As part of the Member Intelligence & Experience (MIX) Department, this role is essential to the success of AFA’s membership operations, data integrity, and overall member satisfaction. The Coordinator handles day-to-day inquiries, maintains accurate records in Salesforce, and supports campaigns, events, and special initiatives. This position is ideal for someone who enjoys helping others, works well in a structured but fast-paced environment, and wants to grow in data management, operations, or member engagement fields.

Key ResponsibilitiesMember Support (50%)

• Serve as the first point of contact for AFA members by phone and email, providing friendly, professional, and accurate assistance.
• Take ownership of member inquiries from start to finish, ensuring timely resolution and appropriate escalation when necessary.
• Resolve issues related to membership renewal, login access, payments, address updates, and general inquiries.
• Maintain up-to-date knowledge of AFA programs, events, and membership benefits to assist members effectively.
• Represent the Association with professionalism and empathy in all interactions.
• Log each interaction thoroughly in Salesforce, ensuring correct categories and follow-up actions.

Data Entry & Integrity (30%)

Operations & Campaign Support (20%)