As our YMCALA Membership Service Coordinator, you'll be the heartbeat of our community, welcoming new members with a smile.

Job Description

The Membership Coordinator is responsible for assisting the operations of Membership in managing the membership experience by providing a warm and welcoming atmosphere to all members, participants, and guests while providing excellent customer service and supportive environments in YMCA Fitness Centers. This position is responsible for all aspects of membership relations, including selling the value of a YMCA membership, prospective member management, new member acquisition, member satisfaction and retention as well as administrative duties as assigned by the Director. This role will support the Director in supervision of the team.

Qualifications

• SPECIALIZED SKILLS: Strong character values; communication skills; Basic computer skills and working knowledge of M/S Office.
• CERTIFICATIONS: Wellness Center at the Y, Orientation to Healthy Living at the Y. Strongly Preferred: YMCA Foundations of Strength & Conditioning, Current CPR/AED/First Aid Certification.
• RELATED EXPERIENCE: (2)+ years of customer service experience; 1 year supervisory experience preferred.
• AVAILABILITY: Must be available to work Full-Time (40 hours).

Essential Functions

• Create a welcoming environment for all by warmly greeting all members and guests.
• Provide excellent customer service to members, guests, and program participants.
• Ensure all membership and program enrollments are accurately processed ensuring all member information is current, by confirming contact information during enrollment.
• Process program registrations, payments, and membership enrollments.
• Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting an interview.
• Provide access control by confirming that all membership cards are scanned upon entry to ensure membership is active and up to date. This includes checking to ensure photo on membership card matches individual entering the facility as well as checking Member Access Notes to resolve any outstanding matters when necessary.
• Prospective and New Member Management
• Prospective Members: Provide over the phone and in-person prospective member interviews, and provide welcoming and thorough tours. Close all interviews/tours with an invitation to join the YMCA. Create systems and procedures to collect prospective member data for follow-up.
• New Members: Follow all new member enrollment procedures. Reviews membership packets and guidelines. Provide a breakdown of membership benefits and offered programs. Ensure that all new members are offered a Healthy Living Appointment.
• Provide support to YMCA branch operations when necessary, through cross-training in at least (1) other department. This may include but not limited to: a. Child Activity Center, Healthy Living, Aquatics, Child Care, Admin.
• Conduct member appointments with members to help them develop and meet their fitness goals.
• Create safe environment by being aware of your surroundings and monitoring members to ensure they are performing exercises correctly; explain/demonstrate proper form to members when necessary.
• Serve as point of contact for all branch related membership marketing and communications. This may include but not limited to: a. Social media, newsletters, website & app review, flyers.
• Follow and lead all member retention procedures.
• Comply with and enforce Code of Conduct, Dress Code, Cell Phone, AWAY, Member Guest, and Guest Pass policies, and address member issues as they arise. Positively interpret these policies to members.
• Respond promptly and courteously to all member complaints, compliments, and inquiries while following the appropriate procedures at all times.
• Offer possible options when members inquire into cancellations, while following all appropriate procedures.
• Follow daily cash handling procedures when processing payments and end-of-day reconciliation.
• Understand and be able to discuss and promote all YMCA programs. Inform members of YMCA programs that will meet their changing needs and interests.
• Engage with members regarding their participation in YMCA Programs, Annual Support Campaign, and special events.
• Assist the Director with administrative tasks including but not limited to, staff scheduling, department timesheet monitoring, and report auditing.
• Provide supervision and support to the team with the assistance of the Director.
• Participate in community outreach through grassroots outings, building relationships and partnerships with community leaders, local businesses, and local government.
• Attend staff meetings and trainings as required.
• Uphold YMCA policies for safety, supervision, mandated reporting, and risk management.
• Demonstrate the Six Pillars of Character (Trustworthiness, Citizenship, Respect, Responsibility, Caring, and Fairness) as well as the YMCA Core Values of caring, respect, honesty, and responsibility in all dealings with members, guests, volunteers, and fellow staff.
• Demonstrate competencies in and willingness to develop in the Cause Driven Leadership areas of mission advancement, collaboration, operational effectiveness, and personal growth.
• All other duties as assigned by your supervisor.

Cause-Driven Leadership Competencies

The Y’s Leadership Competency Model is comprised of 18 leadership competencies (leadership knowledge, skills, and behaviors required for success in the Y), organized by the four disciplines of cause-driven leadership:

• Mission Advancement- advancing the Y’s promise to strengthen community Competencies include: Values, Community, Volunteerism, and Philanthropy
• Collaboration- working with, understanding, and developing others Competencies Include: Inclusion, Relationships, Influence, Communication, Developing Others
• Operational Effectiveness: ensuring relevance, effectiveness, and sustainability Competencies include: Decision Making, Innovation, Project Management, Finance, and Quality Results
• Personal Growth- developing continually to adapt to new challenges Competencies include: Self Development, Change Capacity, Emotional Maturity, and Functional Expertise

While all competencies are significant the following are critical to success in this position:

• Values
• Communication
• Decision-Making
• Emotional Maturity

Required Certifications

Required:

• Wellness Center at the Y, Orientation to Healthy Living at the Y.

Strongly Preferred:

• YMCA Foundations of Strength & Conditioning.
• Current CPR/AED/First Aid Certification.

Ymca Careers
Similar Positions

Member Services Director

John O. Morgan Family YMCA

Membership & Wellness Program Director

Whitley County YMCA

Membership Program Director

Parkview YMCA