Member Services Coordinator

About the role

Serves as the primary front-desk point of contact for residents, guests, vendors, and staff. Provides professional customer service and administrative support to ensure resident needs are addressed promptly and that services are delivered in alignment with Leland Management standards and the Board of Directors’ goals, policies, and the Association’s operational needs.

Responsibilities

• Answers incoming calls, provides accurate information, and routes calls/messages to appropriate parties.
• Greets and assists residents, guests, customers, and vendors entering The Horizon Center.
• Prepares and formats emails, forms, notices, and other correspondence as needed; maintains professionalism and confidentiality.
• Performs administrative tasks and special assignments as directed by the Member Experience Manager.
• Receives, logs, and directs UPS, FedEx, U.S. Mail, and other vendor deliveries.
• Maintains cleanliness and organization of the lobby and reception area to ensure a welcoming environment.
• Monitors the facility and supports enforcement of Recreational Rules & Regulations to promote safety and an enjoyable resident/guest experience; escalates concerns per established procedures.
• Follows opening and closing procedures, including securing and locking the facility in accordance with safety requirements.
• Operates standard office equipment (copiers, printers, fax/scanners) and reports issues as needed.
• Processes new homeowner, renter, and non-owner paperwork; verifies completeness and coordinates follow-through to completion.
• Utilizes applicable systems and software (e.g., resident database, Outlook, Paylocity) to maintain records, communicate updates, and support daily operations.
• Prepares weekly deposits and balances/reconciles related logs and ledgers (e.g., fax/copy charges, resident ID/barcodes) in accordance with established procedures.
• Provides routine administrative support to the Member Experience Manager and other assigned leadership as needed.
• Maintains, orders, and stocks front-desk forms; updates and posts signage as directed.
• Maintains daily communication with the Executive Assistant regarding resident needs, facility issues, and operational updates.
• Completes incident reports accurately and promptly; notifies appropriate personnel per policy.

Requirements

• Education: High school diploma or equivalent required.
• Experience: Two (2) years of administrative/clerical or customer-service experience preferred (front desk experience strongly preferred).

Reasoning Ability: Ability to solve problems involving multiple variables and to interpret and follow instructions provided in written and/or verbal form. Demonstrates effective interpersonal skills, sound judgment, and decision-making. Uses basic math skills (add, subtract, multiply, divide) and the ability to accurately perceive, comprehend, and analyze situations, data, and incidents. Physical Demands: Must be able to stand, walk, sit