Under the direction of the Vice President of Operations, this dynamic team player manages the member services team, monitors, and analyzes department metrics and explores opportunities for improvement and advancement to provide positive member experience. Primary responsibility is to oversee the day-to-day department operations and assistance to members pertaining to their membership.
Duties and responsibilities
Oversee membership regulation & implementation of National Association of REALTORS®, Florida REALTORS®, and Greater Tampa REALTORS® Bylaws & Policy.
Serve as direct supervisor to Member Services Team.
Responsible for managing Member Service Team weekly schedule and time off requests.
Provide superior support to Member Service Team and members relating to, membership, Stellar MLS, Supra-related issues, and benefits.
Work with VP of Operations to set performance benchmarks for individual staff members, monitor staff performance, and when necessary, implement Performance Improvement Plans.
Maintain a high level of engagement with Member Services Team.
Assist with member account reconciliations.
Serve as point of contact for resolution of escalated issues regarding member complaints & billing.
Work to identify & resolve issues within the database.
Work with the Director of Finance to identify and correct discrepancies related to member payments.
Oversees the billing process and research discrepancies.
Oversees the annual dues billing.
Work in conjunction with the Director of Finance in the preparation of the budget and variance analysis of actuals.
Perform any other such duties as may be assigned by your supervisor.
Up to eight onsite and offsite Member Services Coordinators
Bachelor’s Degree, or equivalent with at least 2 years in association or non-profit educational programming, meeting planning, and conference management.
Excellent people skills and ability to thrive in a fast-paced environment.
Ability to meet deadlines with extreme attention to detail.
Demonstrated ability to enforce policies and procedures.
Good speaking voice, pleasant and positive demeanor.
Knowledge of Customer Relationship Manager (CRM) system, RAMCO preferred.
Able to communicate diplomatically and courteously with members and the public.
Knowledge or experience in the real estate industry preferred.
Type at least 50 words per minute
Able to work occasional evenings.
Within 90 days of employment complete the online REALTOR® Association Management self-study course
Frequently required to walk, sit, and stand for up to 4 hours.
Continually required to utilize hand and finger dexterity.
Occasionally required to climb, balance, bend, stoop, kneel or crawl.
Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
Occasionally required to lift/push/carry items up to 40 pounds.
About Greater Tampa REALTORS
Greater Tampa REALTORS® (GTR), is “Your Premier Real Estate Resource” in Tampa since 1911, represents over 14,000 members and is the largest professional association of real estate brokers and sales associates conducting business throughout the Tampa Bay area.
GTR represents REALTORS® who are involved in the following specialties: residential sales, commercial sales and investment, property management, and appraisals.