Membership Coordinator

Description

Position Summary:

The Stephens Family YMCA is seeking a Membership Coordinator that is passionate about serving the community, enjoys engaging with the public, has a strong customer/member service background, and is looking for a new challenge. An individual with YMCA experience is highly desired, but not required.

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Assists in all aspects of membership for the association including recruitment of new members, retention of existing members and supervision of assigned staff. Develops, plans and implements new procedures and methods to achieve strategic goals.

Essential Functions:

1. Assists in creating a member-focused culture and by modeling relationship-building skills in all interactions, promoting member retention, and fostering a welcoming, inclusive environment for all.
2. Provides excellent service to members, guests, and program participants in person and over the phone, contributing to member retention.
3. Conducts tours for prospective members; actively promotes and sells YMCA memberships.
4. Builds strong, authentic relationships with members and encourages connections among members and with the YMCA.
5. Handles and resolves membership concerns promptly and professionally; informs supervisor of any unresolved or unusual situations.
6. Assists the Senior Membership Director in recruiting, hiring, training, scheduling, and supervising Member Services staff. Conducts performance reviews, provides coaching and feedback, and implements strategies to motivate and develop team members.
7. Prepares monthly staff schedules; monitors coverage needs and responds to coverage emails to ensure adequate staffing at all times.
8. Ensures consistent and accurate implementation of service desk procedures. Regularly reviews and updates procedures and communicates changes to staff.
9. Reviews and approves scholarship applications by evaluating required documentation and ensuring alignment with YMCA guidelines.
10. Manages and processes membership change forms, maintaining accurate and up-to-date records in membership systems.
11. Ensures proper implementation of service desk procedures. Reviews and updates desk procedures and communicates changes to staff. 
12. Audits membership files for completeness and accuracy, ensuring proper documentation and adherence to YMCA standards.
13. Provides back-up support to the front desk during peak times, seasonal demands, and staff shortages. Works closely alongside the Member Services team to ensure smooth operations.
14. Leads or participates in regular Member Services staff meetings to discuss procedures, resolve concerns, share updates, and recognize team successes.
15. Assists with member outreach, including billing reminders, refunds, service charges, welcome calls, and engagement communications.
16. Orders office supplies as needed to ensure smooth daily operations.
17. Excellent verbal and written communication skills. 
18. Applies all YMCA policies dealing with member services. 
19. Performs any other reasonable duties as assigned that do not compromise personal convictions or the YMCA mission.

Qualifications:

1. High School diploma or equivalent combination of education and experience.
2. Previous supervisory experience in customer service.
3. Strong interpersonal and communication skills.
4. Ability to listen and discern members and guests wants, needs and interests.
5. YMCA or other non-profit experience.
6. Excellent personal computer skills.
7. Experience with Daxko Operations for membership is preferred but not required; training will be provided upon hire.
8. Highly attentive to detail.
9. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
10. Basic math and computer skills.
11. Ability to respond to safety and emergency situations.
12. Current First Aid certification, CPR (within 90 days of employment or first available training).

Working Conditions:

• Ability to thrive in an ever-evolving environment. 
• Visual and auditory ability to respond to critical incidents and physical ability to act swiftly in emergency situations. 
• Ability to stand or sit maintaining alertness for several hours at a time. 
• Position may require bending, leaning, kneeling, walking.
• Ability to effectively use a computer for data entry and research. 
• Ability to interact with a diversity of people and various levels of personnel.
• Ability to speak concisely and effectively communicate with a diversity of people.
• Ability to handle multiple tasks simultaneously.

Physical Demands:

Sufficient strength, agility and mobility to perform essential functions.  

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life and LTD Insurance
• Paid Vacation, sick, and personal days
• Paid Holidays
• 403(b) and 401(a) 
• Free YMCA membership
• Discount on YMCA programs and merchandise

Child Abuse Prevention:

As a YMCA staff member, you are responsible for ensuring a safe and supportive environment for all members, participants, and colleagues. This includes actively adhering to and promoting the YMCA's abuse risk management policies, which are designed to prevent and address any potential incidents of abuse. You are expected to remain vigilant in recognizing signs of abuse, report any concerns or suspicious behaviors immediately, and participate in required training to stay informed on best practices for safeguarding. Your commitment to these protocols is essential in fostering a trusted, respectful, and secure environment for everyone involved in YMCA programs and services.