Membership Coordinator

Job Description

Job Description

Description

Position Summary :

Under the direction of the Membership Director, the Membership Coordinator is responsible on a daily basis 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 & training, working in constant collaboration with the Membership Director, Member Services Staff and Member Community Support Center team. They are the senior ranking staff of the Welcome Center team.

Schedule :   Part Time 30-32 hours

Key Responsibilities

Key Functions / 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 :

• Listens to member needs and makes recommendations or provides solutions to improve their experience.
• Reviews feedback from members, follows up with members providing feedback, resolves issues and makes recommendations for improvement to departments and leadership team.
• Manages general inbox and voicemail with Membership Director. Promptly responds to inquiries, emails and voicemails. Proactively informs, leaves notes and other communications regarding progress and end results of member communication.
• Proactively engages members to promote new programs or services that may be of interest to them.
• Assists members in signing up for programs, classes, and other YMCA services and events through systems provided i.e. Motion Vibe, Appointment King, SalesForce / TractionRec, and others as implemented.
• Provides 24-hours of customer-facing service, 6-8 hours administrative time. Utilizes downtime effectively to achieve additional tasks. 20 hours direct service 5 hours administrative time.
• Acts as additional support for shift coverage needs during staff absences.

Membership Prospecting and Administration :

Staff Team Development :

Skills, Knowledge & Expertise

Education / Experience :

Skills and Competencies :