Member Services Bilingual Spanish​/English Coordinator

Description

Position Title: Bilingual Member Services Coordinator

Reports to: Member Services Supervisor

Classification: Full-Time, Non-Exempt (Hourly); 35 hours/week

Schedule: Thursday through Monday. Weekend availability (Saturday and Sunday) is a required, non-negotiable part of this schedule.

Hours: Monday, Thursday, Friday 7:45am-3:30pm;
Saturday and Sunday 7:45am-2:15pm; with some flexibility

Location: Seattle, WA (on-site)

Located in the historic Pike Place Market in the heart of Seattle, the Pike Market Senior Center & Food Bank has been serving our neighbors since 1978. The Senior Center serves people 55+ and offers meals, services, and activities. We are pioneers in providing senior center programming to elders experiencing homelessness. The Food Bank serves people of any age, offering free groceries, ready-to-eat food for clients experiencing homelessness, and home delivery for qualified residents of Downtown Seattle.

The Bilingual Member Services Coordinator is the welcoming; steady presence seniors count on when they walk through our doors. PMSC members value working with someone who brings life experience, patience, and genuine respect to every interaction — someone who understands that trust is built through consistency. This role serves as a primary point of contact for members in both English and Spanish: providing agency information, offering interpretation as needed, answering questions, connecting members with resources, problem-solving, promoting a safe communal atmosphere, and calmly de-escalating potential conflicts.

As part of the Member Services team, the Coordinator contributes to a positive member experience by assisting with requests for help (e.g., information, resource navigation, technology support), and activity programming including co-escorting field trips. This position collaborates closely with the rest of the Member Services team and interacts regularly with other agency departments, such as the Meals Program, Social Services, and the Pike Market Food Bank team.

• Communication & Connection: Serve as a visible, predictable, respectful, and grounded point of contact, providing consistent agency information in English and Spanish and offering interpretation services as needed. Support and advise the Member Services team on cultural best practices where applicable. Maintain clear, proactive communication through announcements, flyers, and one-on-one conversations so members are informed about policies and opportunities. Welcome and orient new members, helping them feel a genuine sense of belonging.
  
  Proactively engage members to foster a sense of community.

• Enhancing the Member
  
  Experience:
  
  Cultivate a warm, respectful atmosphere while consistently and kindly maintaining behavioral norms. Proactively de-escalate tension between members using established safety protocols, remaining calm and solution-focused in difficult situations. Draw on sound judgment and steady interpersonal skills to set appropriate boundaries and manage expectations. Empower members to engage with activities and connect with one another. Lead and co-facilitate social activity programs in both English and Spanish (e.g., conversation group, game club, field trips, exercise class, etc.).
  
  Assist members in navigating various social services resources to meet their needs, including assessing and understanding their unique situation, providing information and referrals to outside services, and assisting when possible.

• Data Entry & Recordkeeping: Accurately and promptly document member interactions, activities, and assistance provided (e.g., resource referrals, information requests, interpretation services) in Salesforce. This documentation allows the agency to track how we support member needs and to accurately report on the use of resources for funding and contract requirements. This duty requires a high level of professionalism, attention to detail, and strict protection of members' private and confidential information in accordance with agency policy and applicable privacy laws.

• Gathering & Utilizing Member Feedback: Actively listen to members to understand their interests and gather feedback through formal and informal surveys, focus groups, and by monitoring suggestions. Collaborate with the Member Services team to assess program effectiveness and incorporate member input into future initiatives.

• Reliability & Additional Responsibilities: Maintain regular, reliable, and punctual attendance in accordance with the posted schedule. Assist with administrative operations as needed, including supply management and coordination with other departments; follow instructions as assigned and perform other related duties as needed. Have fun in a unique community environment!

• Bilingual in English and Spanish (written and spoken), including interpretation skills.
• Several years of experience in social services, customer service, healthcare, hospitality, or a related field, with a…