Member Services Coordinator

Member Services Coordinator

Heating, Refrigeration and Air Conditioning Institute of Canada (HRAI) is a not-for-profit national trade association that represents and advocates for member companies in the Heating, Ventilation, Air Conditioning and Refrigeration industry (HVACR). Our members include wholesalers, manufacturers, contractors, and other professionals with an interest in this industry and improving its impact on the environment. We have been around for more than 50 years and, believe it or not, are still growing!

We are looking for a Member Services Coordinator to join our team. In this role, you will support membership onboarding, retention, renewals, engagement, programs and administration while helping ensure our members have a positive experience with HRAI.

This is a great opportunity for someone who enjoys building relationships, providing excellent service, working with data and CRM systems, and staying organized in a busy environment. You will be an important point of contact for our members while working closely with the Member Services team and other departments across HRAI.

This posting is for an existing vacancy.

The salary range for this role is $60,000-$65,000 annually.

What You Will Do

• Support HRAI’s annual membership renewal and retention process, including proactive outreach, follow-up and reporting
• Respond to member inquiries by telephone and email and provide accurate information about membership, benefits, programs, training, events and services
• Build positive relationships with members and identify opportunities to improve engagement and retention
• Coordinate member onboarding, including welcome communications, scheduled outreach and promotion of relevant HRAI programs and opportunities
• Administer HRAI’s Due Diligence process, ensuring documentation, communications, tracking and follow-up are completed accurately and on time
• Maintain accurate and complete member records in HRAI’s CRM and membership database, including iMIS
• Support HRAI member programs and benefits, including applications, registrations, member inquiries, communications and participation tracking
• Prepare reports, trackers, spreadsheets and basic analysis related to renewals, retention, outreach, engagement and other membership KPIs
• Assist with process documentation, procedures, templates and departmental projects
• Participate in conferences, trade shows, chapter meetings and other industry events as required
• Provide backup support for Chapter Relations and assist with other organizational initiatives
• Support the Member Services team and take on additional responsibilities as required

What You Bring

• Post-secondary diploma or degree in business administration, marketing, communications, association management or a related field, or equivalent experience
• 3-5 years of experience in membership services, customer service, account management, administration or a similar relationship-focused role
• Experience working with a CRM, association management system or customer/member database
• Experience conducting inbound and outbound telephone and email communication and maintaining accurate customer or member records
• Experience supporting renewal, retention, customer success or relationship-management activities
• Excellent customer service and relationship-building skills
• Clear and professional written and verbal communication skills
• Strong organization, time management and attention to detail
• Sound judgment, initiative and problem-solving skills
• Strong CRM and data-management skills
• Confidence communicating value and responding to member needs or concerns
• Ability to work independently while contributing effectively to a collaborative team
• Proficiency with Microsoft 365, including Outlook, Word, Excel, PowerPoint, Teams and SharePoint
• Experience using Excel for tracking, reporting and basic data analysis
• Comfort using ChatGPT or comparable generative AI tools to support drafting communications, summarizing information, preparing reports and improving administrative efficiency
• An adaptable, proactive approach and commitment to continuous improvement

Nice to Have

Experience in any of the following would be an asset, but is not required:

• iMIS or a similar association management or CRM platform
• Association, not-for-profit, trade association or member-based organization experience
• Membership renewal, retention or engagement programs
• Supporting conferences, trade shows, chapter meetings or other member events

Why Join Us?

• Hybrid Model: Work 4 days in-office near Toronto Pearson Airport, with remote Fridays to recharge
• Vacation & Benefits: Start with 3 weeks of vacation, comprehensive benefits, and Health Care Spending Account (HCSA) top-up
• Retirement Ready: Employer RRSP contributions after 1 year
• Varied Work: Build experience across membership, member engagement, programs, events and organizational initiatives
• Career Development: Continue to build your skills while working with members and teams across the organization
• Great Team: Join a collaborative, tight-knit organization working with industry and government on issues that affect Canadians across the country

Please note that AI-assisted tools may be used to support the preliminary screening of applications. All applicant assessments and hiring decisions involve human oversight.

HRAI is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with HRAI values and all applicable legislation.

We thank all applicants for their interest; only those selected for an interview will be contacted. Hiring is subject to successful completion of a background verification and integrity check.