Member Success Concierge

About BNI:

Established in 1985 BNI is the worlds largest business referral network. With over 325000 smallto mediumsize business Members in over 11000 Chapters across 77 Countries we are a global company with local footprints. Our proven approach provides Members with a structured positive and professional referral program that enables them to sharpen their business skills develop meaningful longterm relationships and experience business growth.

Visit to learn how BNI has impacted the lives of our Members and how it can help you achieve your business goals.

Position Summary

Member Success Concierge plays an important role in delivering exceptional service and assistance to BNI Members Chapters and regional leadership. Member Success Concierges work directly with Area Directors and Regional Development Teams to support new and existing Members. Member Success Concierges are integral in promoting a positive experience for BNI Members at all stages of their Membership.

Roles and Responsibilities

• New Member Success: Help new Members through their first year in BNI by welcoming them providing prescribed checkins and remaining a source of information and guidance throughout their tenure in BNI. Monitoring and managing activities related to the CARE report to proactively address issues with first year Members.
• Training Support: Assist new Members ensuring they understand BNIs available training and resources value of continued training and facilitate registration for critical training.
• Customer Support: Serve as a point of contact for BNI Members and Visitors offering guidance assistance and troubleshooting for membershiprelated concerns. Address and resolve any technical or operational issues that arise ensuring minimal disruption to Chapter activities. Working with the leadership teams and Area Directors to ensure Chapter compliance with adherence to BNI policies procedures standards and maintaining high levels of professionalism. Act as a point of contact for issues resolution for all BNI Members.
• Retention and Feedback Collection: Work to retain dropped Members. Gather feedback from dropped Members to improve field operations service delivery and Member satisfaction.
• Event Support: Assist in supporting BNI events workshops and networking meetings including promoting events and providing registration assistance.
• Visitor Follow: Follow up with Visitors that request help to ensure appropriate customer support is provided. Through BNI Basic or Expression of Interest forms.
• Launch Assistance: Collaborate with Launch Directors to aid as needed with launch efforts and assisting new Members in their journey.
  

Core Competencies

• To be successful in this role the individual should have the following core competencies: Customer Service Excellence Organizational and Time Management skills Excellent Communication Team Collaboration and Support Retention and Relationship Management Strict attention to Compliance and Policies Adaptability and Flexibility Problem Solving Reporting and Documentation Skills Networking and Relationship Building

Physical Demands and Working Conditions

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists hands and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.