MEMBER SERVICES SPECIALIST

• Job Title: Member Services Specialist
• Department: Services + Communication
• Reports to: Member Services Manager
• Non-Exempt, full-time, on-site in The Sea Ranch, CA
• Contacts: Frequent external member/customer interactions
• $22.33 – $31.63 hourly (commensurate with experience)
• Full medical, dental, vision, paid vacation and sick time, 401k with matching, life insurance, and continuing education opportunities.
  As a key member of our team, the Member Services Specialist will play an integral role in creating a positive, welcoming experience for our community. Working directly under the supervision of the Member Services Manager, this position is ideal for someone who loves interacting with people and supporting the needs of our members. You’ll be the first point of contact for members, visitors, and other customers, providing exceptional service while handling a variety of administrative, clerical, and organizational tasks.
  The Member Services Specialist provides excellent customer service, correspondence, and issue resolution as part of the front desk team for a dynamic and busy office environment. This position is responsible to update, maintain, share, and analyze member information, owner, and property/transaction details, administer security and visitor pass systems, assist with facilities and event reservations and logistics.
  The Member Services Specialist works collaboratively with other Member Services Specialists, the Member Services Manager, and other Association staff and teams to ensure information, documentation, policies, and materials are current, accurate, and readily available and accessible. This position has regular contact with a variety of customers, including Association members, renters, guests, the Board of Directors, Committee members, and external vendors.

Required Education and Experience :

• High school diploma or equivalent.
• 2+ years of experience in administrative or customer-facing roles
• Work history involving public contact in a public or quasi-public environment.
• Knowledge of modern office procedures and equipment and office software programs including Microsoft Word and Excel.
• Cash handling and transaction recording capabilities.
• Excellent written and oral English communications skills.
• Ability to establish, prioritize, and complete a large body of diverse tasks and responsibilities.

PREFERRED EDUCATION AND EXPERIENCE:

• Experience with customer relationship management systems or databases, including web-based tools such as Salesforce.
• Familiarity with posting and updating content on websites and other digital platforms.
• A friendly, adaptable, and solution-oriented mindset.

Required Skills and Abilities :

• Ability to work effectively and efficiently both independently and as a part of a team.
• Effective problem-solving, decision making and follow through to successful resolution.
• Superior attention to detail, and ability to establish priorities and meet deadlines.
• Team-oriented and collaborative approach with all levels of the organization.
• Ability to plan, schedule, organize, prioritize, and coordinate a varied body of work.
• Knowledge of Microsoft Office and PC equipment with background in database, word processing and spreadsheet applications.
• Ability to communicate in English clearly and comfortably, both verbally and in writing.
• Ability to maintain a superior customer service orientation at all levels of the association.
• Ability to think independently while acting within the policy guidelines given, use good judgement and appropriate levels of confidentiality, discretion, tact, and diplomacy.
• Flexible; enjoys multi-tasking while directing issues toward clarity and solutions; demonstrates resourcefulness in setting priorities.
• Represent TSRA professionally to the Association membership, employees, the Board of Directors, and Association committees.
• Demonstrate personal and professional commitment to The Sea Ranch philosophy.

PHYSICAL REQUIREMENTS:

The physical requirements listed are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular and consistent attendance and the ability to sit and work with hands and arms for at least eight (8) hours per day and five (5) days per week.
• Physical ability to stand, reach, lift, bend, kneel, stoop, climb, walk, crawl, push and pull items weighing up to 30 pounds.
• Move throughout multiple offices and departments across the association.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.
• Consistent and reliable onsite office attendance.
• Proficient interpersonal relations and communicative skills in English.
• Interpret and follow a variety of instructions and procedures furnished in English – written, oral, diagram, or schedule form.
• Write routine reports and correspondence in an acceptable business format.
• Meet daily, weekly, monthly, quarterly, yearly, and other deadlines consistently.
• Work under pressure with changing, ambiguous priorities.
• Communicate effectively and promptly to clients, vendors, or employees of the organization.
• High level of manual dexterity to adeptly type and use computer equipment.
• Auditory and visual skills – Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

ABOUT US:

The Sea Ranch Association is the homeowners association of an architecturally inspired community where environmental stewardship and commitment to iconic housing design concepts coexist on a beautiful, wild stretch of the Northern California coast.

PRIMARY DUTIES:

• Answer phones and emails, assist with in-person visits and appointments, and respond to, and resolve, member inquiries, issues, and requests.
• Understand and process updates to the member database and provide data and reporting from the member database when requested or required. Assist Manager with training and maintaining current database documentation.
• Collect and process payment for maps, publications, and other materials.
• Assist with administering the security identification and pass system, including members, visitors, vendors, and rental agencies. Understand and apply department procedures for issuance, replacement, and inquiries. Identify, document, and communicate any exception processing and assist in resolution.
• Understand, apply, and explain Sea Ranch Association policies and procedures relating to all Member Services tasks in a friendly, courteous, and professional manner.
• Coordinate event reservations and requests for TSRA facilities; understand and apply policies, procedures, and fees; respond to inquiries; prepare and process paperwork; update facilities calendars; notify other involved staff.
• Keep informed about Association events and news and provide current and knowledgeable information to staff and members on an ongoing basis.
• Support data gathering, design, production, and maintenance of department documents (including spreadsheets, operational logs and forms) and assist with analyses as assigned.
• Handle unexpected interruptions from multiple sources and then return to completing tasks in a timely and professional manner including handoff or acceptance of a task in progress to accommodate lunch and other staff breaks as needed.
• Assist with creating, revising, and maintaining current procedures, forms, files, and materials.
• Identify and communicate unusual and/or complex situations to manager and assist with resolution and follow up.
• Maintain strict standards of confidentiality regarding members’ private information and Association matters.
• Complete special projects and other duties as assigned.

The physical requirements listed are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular and consistent attendance and the ability to sit and work with hands and arms for at least eight (8) hours per day and five (5) days per week.
• Physical ability to stand, reach, lift, bend, kneel, stoop, climb, walk, crawl, push and pull items weighing up to 30 pounds.
• Move throughout multiple offices and departments across the association.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.
• Consistent and reliable onsite office attendance.
• Proficient interpersonal relations and communicative skills in English.
• Interpret and follow a variety of instructions and procedures furnished in English – written, oral, diagram, or schedule form.
• Write routine reports and correspondence in an acceptable business format.
• Meet daily, weekly, monthly, quarterly, yearly, and other deadlines consistently.
• Work under pressure with changing, ambiguous priorities.
• Communicate effectively and promptly to clients, vendors, or employees of the organization.
• High level of manual dexterity to adeptly type and use computer equipment.
• Auditory and visual skills – Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus