Position Summary

The Member Success Coordinator serves as the frontline representative for the Air & Space
Forces Association (AFA), supporting members by phone and email and ensuring a positive,
professional experience at every point of contact. As part of the Member Intelligence &
Experience (MIX) Department, this role is essential to the success of AFA’s membership
operations, data integrity, and overall member satisfaction. The Coordinator handles dayto-
day inquiries, maintains accurate records in Salesforce, and supports campaigns, events,
and special initiatives. This position is ideal for someone who enjoys helping others, works
well in a structured but fast-paced environment, and wants to grow in data management,
operations, or member engagement fields.

Key Responsibilities

Member Support (50%)

Serve as the first point of contact for AFA members by phone and email, providing
friendly, professional, and accurate assistance.
Take ownership of member inquiries from start to finish, ensuring timely resolution and
appropriate escalation when necessary.
Resolve issues related to membership renewal, login access, payments, address updates,
and general inquiries.
Maintain up-to-date knowledge of AFA programs, events, and membership benefits to
assist members effectively.
Represent the Association with professionalism and empathy in all interactions.
Log each interaction thoroughly in Salesforce, ensuring correct categories and follow-up
actions.

Data Entry & Integrity (30%)

Enter, verify, and update member information in Salesforce accurately and promptly.
Review and correct data inconsistencies, ensuring high standards of data integrity and
compliance with data governance policies.
•Identify recurring errors or process gaps and communicate them to the MIX team for
resolution.
Support data hygiene projects, including duplicate resolution and address validation.
Maintain confidentiality and adhere to AFA’s data privacy standards (PII/PCI compliance).

Operations & Campaign Support (20%)

Support membership campaigns, renewals, and special communications by preparing call
lists, fulfillment reports, and response tracking.
Assist with the coordination of print and mail projects, membership materials, and event
follow-up lists.
Help execute and track member satisfaction or feedback surveys.
Collaborate with the MIX team and other departments to ensure smooth campaign
execution.
Contribute to the documentation and continuous improvement of Standard Operating
Procedures (SOPs).

Required Skills

2+ years of customer service, administrative support, or membership operations
experience (association experience a plus).
Strong written and verbal communication skills; able to convey information clearly and
courteously.
Exceptional attention to detail and commitment to accuracy.
Strong time management and organizational skills; able to manage multiple priorities.
Proficiency with Microsoft Office (Outlook, Excel, Word) and familiarity with Salesforce or
other CRM platforms.
Professional demeanor, reliability, and a team-oriented mindset.
Willingness to learn and adapt to new technologies and processes.

About Air & Space Forces Association

Our mission is to promote dominant U.S. Air and Space Forces as the foundation of a strong National Defense; to honor and support our Airmen, Guardians, and their Families; and to remember and respect our enduring Heritage.

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