Membership Coordinator

SCHEDULE

Monday-Friday: 11:30-8pm, occasional weekends

POSITION SUMMARY

Under the supervision of the Membership Director, the Membership Coordinator is responsible for executing day-to-day tactics and communication in support of member services operations. The Coordinator operates in accordance with the policies, procedures, and standards established by the Santa Monica Family YMCA, ensuring proper communication of YMCA cause-driven messages.

ESSENTIAL FUNCTIONS

• Model the YMCA character values of caring, honesty, respect and responsibility in all aspects of position responsibilities, particularly through actions and conversation with members
• Educate members that the YMCA is a non-profit, charitable organization
• Promote membership and programs and serve as an advocate for the YMCA.
• Assist the Director with ensuring that membership goals are met every month by ensuring Member Service Representatives are following the Cause Driven Sales model, Service recovery and cancellation recovery processes.
• Maintain working knowledge of association programs in order to communicate and share information to staff, members and participants
• Assist with interviewing, hiring, onboarding and training of all member services staff
• Implement training and onboarding procedures for staff as it relates to customer service, membership and program registrations, and front desk operations.
• Supervise all front desk systems and operations ensuring they are efficient and follow Association standards
• Serve as Manager on Duty in the absence of Director level or other Leadership staff
• Monitors members' behavior and facilities use; ensuring compliance with Santa Monica Family YMCA Code of Conduct
• Ensure proper department communication processes so members, participants, and staff are provided with accurate facility program and membership information
• Manage the monthly collection of membership balances as a result of draft returns and ensure the process is followed by member service representatives. Maintain a 70%+ collection rate every month.
• Serve as initial point of contact for membership administration, exceptions, special requests, or issues
• Address and resolve member and participant concerns in a professional and timely manner.
• Gather and review member feedback and disperse with respective departments
• Manage inventory of resale items, including purchasing, storing, counting & tracking
• Oversee the rental locker program, including managing active rentals, monitoring payments, clearing and cancelling delinquent lockers, and maintaining accurate locker availability.
• Process membership adjustments including upgrades, downgrades, membership holds, cancellations received both in person and online
• Assist Financial Assistance Specialist with reviewing and approving Scholarship Applications as necessary.
• Process program enrollment transfers and overrides when necessary
• Observe program activities, enforce safety standards, and apply the appropriate policies and procedures
• Be in ratio at the front desk in the absence of a Member Service Representative and/or during busy operating hours or as needed.
• Other duties as assigned

QUALIFICATIONS

• High school diploma or GED required; Associate degree (AA) or higher preferred.
• 2+ years' of experience in membership or customer service field
• 2+ years of supervision experience preferred
• Self-starter, detail-oriented, with good organizational skills
• Able to communicate clearly and positively, verbally and in writing
• Must be flexible with work schedule
• Requires excellent customer service skills with a friendly and positive attitude
• Demonstrated ability to meet goals, objectives and deadlines
• Passionate commitment to the YMCA mission and communities we serve
• CPR/AED, and First Aid Certification, must include Adult and Child/Infant, obtained within 30 days of hire and must be from one of the following certifying organizations:
  • American Red Cross
  • American Heart Association
  • American Safety & Health Institute

WORK ENVIRONMENT & PHYSICAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to walk, stand, and sit for long periods
• Ability to bend, kneel, walk stairs, or reach at times
• Ability to lift 30+ pounds
• Visual and auditory ability and willingness to respond to critical incidents and the physical ability to act swiftly in an emergency and follow the branch emergency plan
• Strong interpersonal, verbal and written communication skills with the ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Ability to work as part of a team. Develops harmonious relationships with staff, members, guests and volunteers
• Ability to effectively manage multiple tasks simultaneously with attention to detail