Customer Care & Front Desk Associate

Position Summary

The Front Desk & Member Services Coordinator serves as the first point of contact for members, guests, exhibitors, and employees visiting or contacting SEMA. This role is responsible for creating a welcoming and professional experience while efficiently managing front desk operations, answering incoming calls, directing inquiries, supporting Customer Care operations, and assisting with administrative tasks.

Key Responsibilities

• Welcome visitors, members, vendors, and guests with professionalism and exceptional customer service.
• Manage the front desk and reception area to ensure a positive first impression.
• Answer and direct incoming phone calls to the appropriate departments.
• Absorb and distribute incoming mail and deliveries.
• Maintain conference room schedules when applicable.
• Monitor lobby appearance and ensure a clean, organized reception area.
• Respond to basic member inquiries regarding membership, events, and general organization information.
• Absorb and route complex requests to the appropriate department.
• Create and assign customer service tickets within the CRM system.
• Process basic administrative requests.
• Support outbound customer communication initiatives when needed.
• Provide exceptional customer service across phone, email, and in-person interactions.
• Provide backup support for Customer Care Representatives during peak periods.
• Assist with data entry and CRM updates.
• Support cross-functional departments as needed.
• Participate in departmental meetings and ongoing training.

Requirements

• High school diploma or equivalent.
• 2+ years of customer service or receptionist experience.
• Excellent verbal and written communication skills.
• Professional phone etiquette.
• Strong organizational and multitasking abilities.
• Proficiency with Microsoft Office Suite.
• Experience using CRM systems is preferred.
• Ability to remain calm and professional in a fast-paced environment.

Preferred Qualifications

• Experience working in a membership association or nonprofit organization.
• Experience with Salesforce, Nimble, NetForum, or similar CRM platforms.
• Bilingual (English/Spanish) is a plus.
• Previous administrative support experience.