Membership Experience Coordinator

Job Title: Membership Experience Coordinator

FLSA Status: Non-exempt

Classification: Full-time

Hours: Tuesday - Saturday

Pay Rate: Range starts at $18.62/hour

Summary:

The Membership Coordinator provides daily frontline leadership for Membership operations at Omaha's Henry Doorly Zoo & Aquarium and Lee G. Simmons Wildlife Safari Park. Reporting to the Assistant Manager of Membership, this position supervises assigned staff, coordinates daily workflow, supports member service, and ensures membership transactions, communications, and records are completed accurately and consistently.

The Membership Coordinator serves as a working leader who supports Guest Services staff, resolves routine escalations, reinforces training and procedures, and helps execute member programs, promotions, renewals, and Membership Drives and Promotions.

Duties and Responsibilities (include but not limited to):

Daily Membership Operations

• Provide daily supervision, work direction, and operational support to assigned Membership staff.
• Coordinate daily workload and assignments for membership processing, email and phone response, account maintenance, data entry, mailings, and other member service functions.
• Ensure membership purchases, renewals, confirmations, corrections, transfers, and other transactions are completed accurately and according to established procedures.
• Monitor member email, phone, and in-person service queues and adjust work assignments to support timely response.
• Ensure routine membership records, documents, supplies, and materials are maintained and organized.
• Serve as the operational lead for Membership when the Assistant Manager is unavailable or as assigned.

Member Service

• Provide direct member assistance and support staff with routine and elevated member questions, account issues, missing confirmations, corrections, and benefit questions.
• Resolve routine member concerns within established authority and escalate complex, sensitive, or policy-level concerns to the Assistant Manager of Membership.
• Maintain a high level of customer service with the goal of resolving member concerns accurately, consistently, and efficiently.
• Ensure staff understand and correctly communicate membership benefits, policies, promotions, and reciprocal admission information.

Staff Supervision and Training

• Train and coach Guest Services employees on systems, transactions, policies, service standards, data accuracy, and member communication expectations.
• Provide ongoing feedback and address routine performance or procedural issues in coordination with the Assistant Manager of Membership.
• Support employee onboarding and reinforce consistent procedures across shifts and work locations.
• Assist with scheduling, shift coverage, break coordination, and staffing adjustments as assigned.
• Promote a professional, accountable, and guest-focused work environment.
• Ensure employees follow organizational safety policies, financial controls, and established operating procedures.

Data and Quality Control

• Review membership transactions, data entry, account adjustments, and assigned work for accuracy and completeness.
• Use membership databases and point-of-sale systems to retrieve member information, complete transactions, and prepare routine reports as assigned.
• Support regular audits and quality-control processes for membership transactions, Membership Drive turn-ins, and other assigned work.
• Identify recurring errors, member questions, workflow issues, or system concerns and report trends to the Assistant Manager of Membership.
• Help ensure membership data is correctly entered, accurately processed, and appropriately safeguarded.

Membership Programs and Promotions

• Support the organization and execution of Member Days at the Zoo and Wildlife Safari Park.
• Support membership promotions, renewal and lapsed-member communications, off-site activities, and other member engagement efforts.
• Assist with reciprocal membership program administration and other assigned membership programs.
• Coordinate assigned event or program logistics, staff assignments, materials, and member-facing execution.

Annual Membership Drive

• Support execution of the community-wide volunteer-based Membership Drive under the direction of the Assistant Manager of Membership.
• Assist with volunteer communications, database maintenance, membership order processing, data entry, weekly turn-ins, materials, supplies, recognition, and meeting logistics.
• Provide support to Membership Drive volunteers and help resolve routine questions and processing issues.
• Assist with Membership Drive auditing and ensure assigned records and transactions are complete and accurate.
• Support the New Business Development Program, seller recognition activities, and related Drive programs as assigned.
• Perform other duties as assigned.

Supervisory Responsibilities:

• Coordinates and directs daily work assignments for Membership Experience Specialist employees
• Supports training, coaching, performance feedback, and accountability in coordination with the Assistant Manager of Membership.

Qualifications, Knowledge, Skills, and Abilities:

• High School Diploma or GED equivalent preferred.
• Experience in membership, customer service, guest services, office administration, database entry, or a related field.
• Demonstrated ability to provide work direction, train employees, coordinate workflow, or serve in a lead capacity.
• Strong customer service, interpersonal, organizational, communication, and problem-solving skills.
• Ability to handle multiple priorities while ensuring policies, procedures, service expectations, and deadlines are met.
• Strong attention to detail and ability to maintain accurate membership records and transactions.
• Ability to become proficient in the Zoo's point-of-sale, membership database, and related systems.
• Working experience with Microsoft Office programs, particularly Excel and Word.
• Ability to work weekends, holidays, extended hours, and some evening programs as operational needs require.

Offered candidates are required to pass a pre-employment background check, drug screening, and possess a valid driver’s license. 

Working Conditions and Physical Effort:

• Must be able to walk long distances across the Zoo.
• Must be able to stand, sit, kneel, bend, twist, reach above head, and climb.
• Will lift, push, pull, and/or move up to 15 pounds and occasionally up to 25 pounds using safe and proper lifting methods.
• May work in office, guest-facing, event, and outdoor environments depending on assignment.

DISCLAIMER

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

Omaha's Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.