Position Summary:
Under the direction of the Membership Director, the Membership Coordinator is responsible for providing exceptional customer service to members and program participants, promoting the benefits of membership to prospective members, assisting the Membership Director in prospecting, administrative membership duties and training and development of the Welcome Center staff team.
The Membership Coordinator must focus on excellence in every aspect of member services and training, working in constant collaboration with the Membership Director, Member services staff and Member Community Support Center team.
Full time – hourly
Days: Tuesday-Saturday
Key Responsibilities:
The Membership Coordinator will drive success in the following areas of responsibility to support a strong Y experience and successful operation of the Welcome Center.
Customer Service and Experience:
· Listen to member needs and makes recommendations or provide solutions to improve their experience.
· Review feedback from members, follow ups, resolves issues and makes recommendations for improvement to leadership team.
· Manages general email and voicemail. Promptly responds to inquiries, emails, and voicemails. Proactively informs Membership Director and/or Leadership team of progress of communication.
· Assisting members to sign up for programs, classes, and YMCA services and events through systems provided i.e. Motion Vibe, Appointment King, Salesforce/Traction Rec, and others implemented.
· Provides 20 hours of customer facing direct service. Utilize downtime for effectively to achieve additional tasks.
· Acts as support for shift coverage as needed during staff absences.
Membership Prospecting and Administration:
· Ensures accuracy of membership paperwork and forms, assists Membership Director with billing statements, accounts receivable outreach to collect on outstanding balances.
· Maintains orderly and functional workspace for the Welcome Center Team, ensuring all materials, paperwork and files are in good order.
Staff Development:
· Works with Membership Director to train and onboard new Welcome Center staff.
· Helps resolve scheduling issues with Membership Director.
· Provides feedback, guidance and coaching to desk staff to help grow their skills and quality of service to members.
· Reports all staff related successes and challenges to Membership Director.
