Member Services Coordinator

Job Title: Member Services Coordinator

Location: Remote / Hybrid (Ottawa-based organization)

Job Type: Full-Time, Term

Reports To: Director of Membership Services

About the Role

The Member Services Coordinator is responsible for delivering high-quality member support while ensuring the accuracy, integrity, and effective administration of COPA’s membership data and systems.

This role serves as the primary point of contact for member inquiries and plays a key role in maintaining reliable membership records, supporting reporting, and ensuring smooth execution of membership processes.

Core Responsibilities

1. Member Service & Support

• Serve as the first point of contact for member inquiries via phone and email.
• Respond to inquiries in a timely, professional, and solutions-oriented manner.
• Provide accurate and consistent information regarding membership benefits, services, and policies.
• Resolve member issues and escalate more complex matters as appropriate.
• Support new member onboarding and renewal processes.

2. CRM Management & Data Integrity

• Maintain and update member records within COPA’s CRM system (Member365 / Flight Deck).
• Ensure a high standard of data accuracy, completeness, and consistency across all member records.
• Monitor and support membership lifecycle activities (joins, renewals, expiries, reinstatements).
• Identify discrepancies, errors, or gaps in data and take initiative to correct them.
• Support internal reporting by ensuring data is reliable and up to date.

3. Membership Operations

• Execute day-to-day membership processes in alignment with COPA policies and procedures.
• Support the coordination of membership communications (e.g., renewal reminders, onboarding communications).
• Ensure adherence to established service standards and response timelines.
• Maintain organized records and documentation related to member interactions and transactions.

4. Continuous Improvement & Team Support

• Identify recurring member issues or process inefficiencies and provide recommendations for improvement.
• Work collaboratively with Membership and Communications teams to improve member experience and operational efficiency.
• Support implementation of new tools, processes, or system enhancements as required.

5. COPA Store Fulfillment & Inventory Support

• Coordinate the fulfillment of COPA store orders, including packaging and shipping of products in a timely and accurate manner.
• Ensure all orders are processed, packaged, and shipped in accordance with established procedures and timelines.
• Maintain accurate records of orders, shipments, and tracking information.
• Monitor inventory levels and flag low stock or discrepancies as needed.
• Liaise with internal teams or vendors to support inventory replenishment and order management.
• Identify and communicate any issues related to shipping, fulfillment, or costs.

Qualifications & Skills

• 1–3 years of experience in customer service, membership services, administrative support, or a similar role preferably in a not-for-profit association.
• Post-secondary education in business, communications, administration, or a related field is an asset.
• Strong attention to detail, with demonstrated ability to maintain accurate records and data.
• Experience working with CRM systems or databases (e.g., Member365, or similar) is an asset.
• Strong written and verbal communication skills, with a professional and responsive approach to member interactions.
• Proven ability to manage multiple tasks and priorities in a structured and organized manner.
• Experience with order fulfillment, shipping, or inventory coordination is an asset.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort learning new systems and tools.
• Ability to identify issues, take initiative, and follow through on solutions with minimal supervision.
• Strong interpersonal skills and the ability to work collaboratively within a small team environment.
• Reliable, accountable, and service-oriented, with a commitment to delivering a high standard of work.
• Bilingualism (English/French) is considered a strong asset.