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Membership Coordinator

Posted: 01/10/2022

Responsible for the daily operations of the membership desk, including but not limited to, training and scheduling of staff, communication with members, and revenue accountability for member service desk operations.
Essential Functions:

  1. Recruits, hires, trains, develops, schedules, and supervises front desk staff and volunteers. Reviews and evaluates performance.  Develops strategies to motivate staff and achieve goals.
  2. Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention.
  3. Ensures proper implementation of front desk procedures and ongoing communications to membership desk staff regarding software and transaction updates as wells as important department event information.  Coordinates with the finance office as necessary on financial transactions.
  4. Provides necessary information for member communication plans as it relates to social medial, website, and print material.
  5. Content creator for Facebook posts.
  6. Conduct interviews and/or tours responsive to the needs of prospective members; sells memberships.
  7. Reviews front desk staff transactions for completeness and accuracy and distributes daily transaction receipts within prescribed timeline.
  8. Manages and ensures accurate and timely processing of all aspects related to bank draft information, freezes, terminations, annual renewals, and corporate contracts.
  9. Processes refund and credit requests.
  10. Organizes promotional membership sales (i.e. college, summer, and holiday events) and membership events.  Coordinates representation of the Y at community events to promote the YMCA.
  11. Provides coverage at the member service desk as necessary, such as assisting with data entry, scanning cards, giving tours, answering member questions, etc.
  12. Maintains required certifications.
  13. Attends staff meetings and trainings.
  14. Follows all YMCA policies, rules, regulations and procedures, including emergency and safety procedures.  Completes reports as necessary.
  15. Other duties as assigned.
YMCA Competencies (Team Leader):
Mission Advancement: Models and teaches the Y’s values. Ensures a high level of service with a commitment to changing lives.  Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
Operational Effectiveness:  Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress. 
Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance.  Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
  1. High School Diploma/GED required.
  2. Bachelor's degree in Business Administration, Marketing, or related field preferred or equivalent experience. 
  3. One to three years of previous work experience in a customer oriented environment.
  4. Previous supervisory experience, including staff scheduling and training preferred.
  5. Certifications:  CPR, Basic First Aid and AED required within 90 days of hire.
  6. Attend Listen First and Understanding Health Seekers training within 120 days of employment.
  7. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  8. Excellent human relation skills, good organizational and communication skills.
Physical Demands:
Sufficient strength, agility and mobility to perform essential functions of position.

Position Type: Full-time