Welcome Center Coordinator

Position Summary

The Membership Sales & Engagement Coordinator supports the daily operations of the Welcome Center by executing front-line membership sales, program enrollment, and member engagement activities. This role is responsible for delivering a welcoming, high-quality experience for members and guests while supporting the implementation of membership growth, retention, and program participation strategies.

Serving as a front-line ambassador for the YMCA, the Coordinator provides operational and training support to Welcome Center staff, assists with marketing and outreach efforts, and contributes to a safe, organized, and mission-driven environment. This position focuses on consistent service delivery, accurate administrative processes, and positive relationship-building with members and the community.

Core Areas of Responsibility

Membership Sales & Enrollment Support

• Engage prospective and current members to support membership and program sales goals.
• Conduct facility tours, support sales conversations, and assist with new member onboarding.
• Support retention efforts through relationship-building and follow-up.

Member Experience & Customer Service

• Deliver consistent, high-quality service at the Welcome Center.
• Respond to inquiries, resolve concerns, and model YMCA values in all interactions.
• Ensure a welcoming, inclusive, and mission-driven environment.

Welcome Center Operations & Administration

• Support daily Welcome Center operations, including registrations, recordkeeping, and financial transactions.
• Maintain accurate reports related to membership activity and participation.
• Support internal communication and operational consistency.

Staff Support & Training Assistance

• Assist with onboarding and training of Welcome Center staff.
• Support scheduling coverage and serve as a role model for customer service standards.

Marketing, Outreach & Community Support

• Assist with promotions, special events, and outreach activities.
• Support fundraising initiatives, including the YMCA Annual Support Campaign.

Essential Duties & Responsibilities

• Greet members and guests warmly in person, by phone, and online.
• Promote and sell memberships and programs in collaboration with program staff.
• Process registrations, payments, refunds, cancellations, and approved financial aid.
• Track membership activity including tours, joins, cancellations, and retention efforts.
• Maintain accurate records and basic reports.
• Escalate complex issues to the Membership Director as appropriate.
• Maintain a safe, clean, and organized Welcome Center environment.
• Participate in staff meetings, trainings, and Association initiatives.
• Perform other duties as assigned.

Education and/or Experience 

• Minimum of 3 or more years of directly related customer service experience and Associates Degree/two or more years of college or equivalent required. 
• Management, hiring and training experience strongly preferred.
• Evidence of strong relationship building skills and outstanding communication skills.
• Trained or willingness to complete the following YMCA programs: Listen First, Relationship Building and Support Change.
• High school diploma or equivalent required; college coursework preferred.
• Strong interpersonal, communication, and organizational skills.
• Computer proficiency required; experience with membership systems preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to model YMCA values and build positive relationships

Language Skills:

Trained and well versed in Listen First, Support Change and Build Community Techniques would be desirable. Ability to read and interpret documents such as safety rules, business reports, and 

procedure manuals as necessary. Ability to write routine reports and correspondence and to speak effectively before members or employees of the Association and the public is required. Strong writing skills are also required. Bilingual ability is a significant asset.  

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists is required. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

Certifications / Training:

As required of the program area in which the position serves. See appropriate Greater Providence program quality standards, hiring requirements or state licensing requirements as applicable. All certifications must be renewed in a timely manner in accordance with general YMCA policies. Must complete Association-wide training requirements within the timeframe stated at the time of hire.

Training in Listen First, Support Change and Build Community Techniques to be completed within 90 days of hire date.