What are the responsibilities and job description for the Member Services Coordinator (Bilingual) position at Portland Timbers?
Purpose
The Member Services Coordinator is responsible for building and maintaining strong relationships with Timbers Annual Members through exceptional customer service. This role focuses on Annual Member retention, engagement, revenue growth through referrals and creating a best-in-class member experience.
The Member Services Coordinator is responsible for building and maintaining strong relationships with Timbers Annual Members through exceptional customer service. This role focuses on Annual Member retention, engagement, revenue growth through referrals and creating a best-in-class member experience.
Essential Functions & Responsibilities
- Renew and retain assigned Timbers Annual Member accounts.
- Generate incremental revenue through referrals.
- Deliver exceptional customer service to Timbers Annual Members and Providence Park guests.
- Maintain accurate account records and member interactions within SeatGeek and Microsoft Dynamics.
- Gather, update, and manage member demographic and account information.
- Assist with Annual Member relocation, transfer, and renewal processes.
- Support membership benefit fulfillment and program execution.
- Assist in the planning and execution of Annual Member events and experiences.
- Serve as the primary in-season liaison for assigned Annual Member accounts by:
- Conducting proactive outreach and service touchpoints.
- Managing member requests and resolving service issues.
- Scheduling and conducting in-stadium seat visits during matches.
- Meeting with members outside of Providence Park when appropriate.
- Support game-day operations, including member service areas as assigned.
- Attend and work the majority of Timbers home matches and other Providence Park events and concerts as scheduled.
Secondary Responsibilities
- Assist with ticket operations and administrative projects as needed.
- Support departmental planning initiatives and special projects.
- Perform other duties as assigned by the Director of Member Services or department leadership.
Reporting Structure
Direct Reports: Director, Member Services
Qualifications
- Bilingual proficiency (English and Spanish) strongly preferred.
- Minimum one year of customer service or account management experience; sports industry experience preferred.
- Excellent verbal, written, and interpersonal communication skills.
- Comfortable making proactive outbound calls and engaging directly with members.
- Strong organizational skills with a high level of attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Office Suite.
- Experience with CRM platforms such as SeatGeek and Microsoft Dynamics preferred.
- Positive, team-oriented mindset with a strong commitment to service excellence.
Education
- Bachelor's degree preferred.
Experience
- Minimum one year of customer service, account management, or related experience preferred.
- Experience in sports, entertainment, hospitality, or membership-based organizations is a plus.
Working Conditions
- Must be available to work evenings, weekends, and holidays as required by the Timbers match and event schedule.
- Ability to attend the majority of Timbers home matches and designated Providence Park events.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.