Office of the President – Member Relations Coordinator

Founded in 1985, BNI is the recognized leader in business networking worldwide. With over 11,000 Chapters meeting every week in 77 countries, we have grown to over 330,000 Member-businesses. The Members meet each week to share qualified business referrals with their colleagues and grow personally and professionally with like-minded colleagues.

Overview

Based in Charlotte, NC HQ, the role of Office of the President – Member Relations Coordinator, works with the US President to provide conflict resolution and support for Members. This individual is responsible for managing and resolving Member concerns, questions, and issues in a professional, efficient, and timely manner following BNI’s policies, guidelines, and known practices. This role plays a crucial part in maintaining customer satisfaction, protecting BNI’s reputation, and ensuring positive customer experiences.

Roles and Responsibilities

• Address and resolve customer complaints and conflicts via phone, email, or live engagement via Zoom, ensuring a positive and professional experience.
• Strive to be the final point of contact for customers facing issues or disputes and manage the escalation of unresolved cases to the US President, if necessary.
• Maintain a calm and composed approach when working with Members, and ensure their concerns are understood and appropriately addressed.
• Provide resources and information to Members and Directors.
• Investigate Member issues by following BNI’s Conflict Resolution process and completing the Checklist, if appropriate.
• Propose fair and satisfactory resolutions to conflicts, while balancing BNI’s policies and Member’s needs.
• Work to find win-win solutions and ensure Member’s concerns are fully addressed.
• Recommend preventive measures to avoid future issues to the appropriate parties.
• Escalate issues when appropriate to the US President.
• Document all Member interactions, conflict resolution, and outcomes
• Track recurring issues or complaints and provide feedback to the National Director or appropriate parties.
• Prepare and maintain reports on conflict resolution trends, Member satisfaction, and issues resolution efficiency.
• Work closely with Area Directors to retain Members
• Follow up with Members post-resolution, when appropriate, to ensure Member satisfaction
• Ensure all resolutions comply with BNI’s policies, guidelines, and procedures, and legal requirements.
• Recommend changes to policies or training to reduce conflict situations and improve Member experience.

Qualifications /Experience

• Strong communication skills: Excellent verbal and written communication, with the ability to remain calm and professional to resolve conflicts.
• Problem-Solving Ability: Proven ability to analyze complex situations, think critically, and find appropriate solutions to resolve conflict and provide information and resources.
• Emotional Intelligence: Ability to empathize with Members, understand their needs, and handle emotions effectively.
• Patience and Resilience: Comfort working with upset or challenging Members and Directors while maintaining a positive attitude.

Minimum Requirements

• BNI experience for at least 1 year
• Customer service experience
• Proficiency in Microsoft Office

Preferred

• Demonstrated experience resolving conflict
• BNI Director for at least 3 years

We are a company that focuses on Building Relationships. With that, we are only hiring for in-person opportunities based in our existing offices.   

This is a full-time, non-exempt paid position. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Learn more at bni.com

An equal opportunity employer.

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