Member Support Coordinator - ELITE Dental Alliance

Summary/Objective 

Reporting to the Vice President of Operations, the Member Support Coordinator is dedicated to providing exceptional support to ELITE members. This role manages high-touch service from inquiries through ongoing member success, focusing on ticketing resolution, data accuracy, onboarding, and maximizing member satisfaction. This role ensures a seamless experience from initial contact through continuous support, system management, and membership retention. 

Essential Functions 

1. Manage member ticketing system, audits, and support to ensure timely inquiry resolution. 

2. Maintain accurate member data in CRM and support internal reporting. 

3. Conduct demo call, onboarding call, review/collection call, audits and routine system checks. 

4. Perform HubSpot dashboard management and monthly data validation processes. 

5. Partner with the Member Engagement Team to enhance member experience and operational processes. 

Responsibilities & Duties 

1. Service Engagement 

   • Assign service requests, audit member interactions, run reports, and resolve internal team questions. 

   • Provide stellar support to members and team members for quick, efficient resolutions. 

   • Maintain ongoing relationships to maximize member satisfaction and benefit utilization. 

2. Workflow & System Integration 

   • Guide Member Engagement through processes and workflows. 

   • Ensure accurate data entry in CRM/website. 

   • Set clear expectations and provide resources for effective platform participation. 

3. Ongoing Member Reviews & Data Management 

   • Conduct regular reviews of member interactions, performance, and data accuracy. 

   • Update member profiles and perform monthly HubSpot audits (Week 1-4 timeline). 

   • Identify opportunities to optimize member experience and system efficiency. 

4. Support 

   • Conduct demo, onboarding, and review/collection call audits for accuracy 

   • Resolve member inquiries and maintain positive, long-term relationships. 

   • Support payment collections and coordinate with financial operations as needed. 

5. Data Validation & System Checks 

   • Execute monthly timeline: Week 1 data checks/reports, Week 2 discrepancy review, Week 3 corrections/duplicates, Week 4 summaries/recommendations. 

   • Monitor HubSpot workflows, properties audits (companies/contacts/deals), and duplication management. 

   • Maintain WordPress, Monday.com, SharePoint for accurate member tracking. 

6. Team Support & Backup 

   • Assist VP of Operations with reporting, data entry, and project execution. 

   • Provide backup to Member Services during peak times with calls/emails. 

   • Contribute process improvement ideas in team meetings. 

7. CRM & Tool Accountability 

   • Ensure data integrity across HubSpot, Monday.com, SharePoint, and Microsoft Office. 

   • Generate/distribute reports on member activities for stakeholder decisions. 

8. Process & Tool Proficiency 

   • Stay current on ELITE systems, tools, and workflows for optimal member support. 

   • Participate in training to maintain proficiency in HubSpot, Monday.com, WordPress. 

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.  

Education & Experience 

• Bachelor’s degree in Business, Marketing, Communications, or related field preferred but not required. 

• 1–3 years of experience in data entry, ticket management, and member/customer support required. 

• Administrative hands-on experience with HubSpot required; proficiency with Microsoft Office Suite and Monday.

• Excellent communication/interpersonal skills, organization, multitasking in fast-paced environments. 

• Self-motivated with strong decision-making, attention to detail, and sense of ownership. 

Travel 

Some travel is required for annual company meetings and industry events. 

Work Environment 

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.   

Physical Demands 

This is a largely sedentary role; however, some filing may be required. This would require the ability to lift files, open filing cabinets, and bend or stand as necessary.   

Position Type & Expected Hours of Work 

This is a full-time, non-exempt position with a hybrid work schedule, subject to management approval. Standard days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m., with some flexibility in hours allowed based on management’s discretion.  

Job Compensation & Benefits
Through our competitive compensation and benefits program, we seek to attract, retain and motivate a high-performing and increasingly diverse Associate population. Our compensation and benefit structure is comprised of many factors, including but not limited the size of our Company, our financial position, the industry, business objectives, market salary information, benchmark pay levels and practices against the respective peer group (to ensure equal pay for equal work, with allowable pay differences based on factors not prohibited by law), and unique circumstances of the Firm that are subject to change.

Compensation
Minimum: $55,000.00 - Maximum: $65,000.00 USD

Benefits

Heavily subsidized medical insurance options

Generous employer HSA contributions

100% employer-paid Short-Term Disability, Long-Term Disability, Accident, Basic Life Insurance, and Telehealth/Virtual Urgent Care/Whole Mental Health

Dental and Vision plans

Unlimited PTO

Organization-paid holidays, including an extended Winter Break

Safe Harbor 401k Plan

Employer-paid professional dues, licenses, and renewals

Continuing Education resources

Family Planning Assistance Program and Paid Parental Leave

Subsidized fitness programs

CWA has consistently been recognized from rating services and publications such as:

INSIDE Public Accounting - Top 100 Firms (2022, 2023, 2024)

Top Workplaces - Financial Services (2024)

Top Workplaces - Culture Excellence (2024)

Accounting Today - Top Firm by AUM (2024)

USA Today - Top Workplaces (2024, 2025)

Accounting Today - Top 100 Firms (2022, 2023, 2026)

Forbes America's Best Tax & Accounting Firms (2022, 2023)

INSIDE Public Accounting - Top 100 Fastest Growing Firms (2022)

Dallas Morning News - Top Workplace (2022, 2023)

Accounting Today - Beyond Top 100: Firms to Watch (2020)

Accounting Today - Regional Leaders Top Firms (2012, 2015, 2016, 2018, 2020)

INSIDE Public Accounting - Beyond the Top 100 (2015, 2016, 2018, 2020)

INSIDE Public Accounting - Top 200 Firms (2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020)

Cain Watters & Associates is committed to upholding the principles of the Equal Pay and Opportunity Act (EPOA). If you have any concerns regarding compliance with this policy, we encourage you to report them immediately by contacting HR at hr@cainwatters.com. Your concerns will be handled with the utmost confidentiality and care.