Member Services Coordinator

YMCA of Long Island•Huntington Station, NY

5d•Onsite

About The Position

The Membership Coordinator, under the supervision of the Membership Director, handles all day to day operations including but not limited to: member recruitment, member retention, supervision and scheduling of Member Services staff, development and coordination of member events and special events. The Coordinator will work externally within the community to generate prospects connecting the goals of the prospective member to the value and benefits of the YMCA membership and programs. They will deliver excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs. Flexibility is essential and position may require nights and weekends as needed to ensure adequate staffing. Assist in implementing membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction. Recommends staffing needs while staying within budgetary guidelines. Recruits, hires, trains, develops, schedules and direct personnel and volunteers in the absence of the director. Review and evaluates staff performance. Develops comprehensive training program and strategies to motivate staff and achieve goals. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the business office as necessary on financial transactions. Endorses and promotes YMCA procedures and policies including: personnel guidelines, safety guidelines, facility access procedures, and membership policies. Attends and successfully completes on-boarding training (YMCA sales approach and customer service experience). Provide tours using the needs analysis form and the features/ benefits/feedback system. Generate prospects by working within the community at health fairs, events and with various entities (businesses, schools, churches, organizations, etc.); work together with and support Street Team. Follow up with prospective members generated from walk-ins, guest pass users, referrals, community events, etc., within 24 hours, toward a conversion to membership following the YMCA’s sales procedures. Assist in the coordination of membership events/community events to promote the YMCA i.e. Active Older Adults Day, Snack with Santa, Fall and Spring Festivals, etc. Track KPIs (Key Performance Indicators): phone leads, phone leads to appointments, appointments to joins, # tours, % tours to joins, # referrals, # member get a member referrals and joins, # MY WELLNESS PLAN sessions, all leads follow-up. Assists in island-wide membership related marketing efforts and supports island-wide member engagement challenges/events. Maintain a good understanding of all facility and program offerings for all ages, as well as of health and wellness as it relates to the YMCA, and be able to communicate them to prospective members with regards to their specific interests. Maintain and enforce high safety standards. Direct staff and members in emergency action plans to assure compliance with all safety procedures. Participates in staff meetings and/or related meetings. Participate in building coverage as needed. Assume other responsibilities as assigned.

Requirements

Bachelor’s degree in related field preferred or equivalent combination of education and experience.
Strong knowledge of administrative procedures including budget development, income production and expense control. Strong organizational skills and ability to handle multiple tasks with accuracy and quality.
Minimum of 2 years of supervisory experience in customer service field.
Creative initiative and flexibility are essential.
Excellent computer skills and experience with standard business software and CCC operating system.
Strong interpersonal skills with the ability to relate effectively to diverse groups of people from all social economic segments of the community.

Nice To Haves

Ability to read and write English and Spanish preferred.

Responsibilities

Assist in implementing membership strategies that support recruitment of new members and retention of existing members.
Creates a member-focused culture and models relationship-building skills in all interactions.
Fosters a climate of innovation and resolves problems to ensure member satisfaction.
Recommends staffing needs while staying within budgetary guidelines.
Recruits, hires, trains, develops, schedules and direct personnel and volunteers in the absence of the director.
Review and evaluates staff performance.
Develops comprehensive training program and strategies to motivate staff and achieve goals.
Ensures proper implementation of front desk procedures.
Reviews and updates desk procedures and communicates changes to staff.
Coordinates with the business office as necessary on financial transactions.
Endorses and promotes YMCA procedures and policies including: personnel guidelines, safety guidelines, facility access procedures, and membership policies.
Attends and successfully completes on-boarding training (YMCA sales approach and customer service experience).
Provide tours using the needs analysis form and the features/ benefits/feedback system.
Generate prospects by working within the community at health fairs, events and with various entities (businesses, schools, churches, organizations, etc.); work together with and support Street Team.
Follow up with prospective members generated from walk-ins, guest pass users, referrals, community events, etc., within 24 hours, toward a conversion to membership following the YMCA’s sales procedures.
Assist in the coordination of membership events/community events to promote the YMCA i.e. Active Older Adults Day, Snack with Santa, Fall and Spring Festivals, etc.
Track KPIs (Key Performance Indicators): phone leads, phone leads to appointments, appointments to joins, # tours, % tours to joins, # referrals, # member get a member referrals and joins, # MY WELLNESS PLAN sessions, all leads follow-up.
Assists in island-wide membership related marketing efforts and supports island-wide member engagement challenges/events.
Maintain a good understanding of all facility and program offerings for all ages, as well as of health and wellness as it relates to the YMCA, and be able to communicate them to prospective members with regards to their specific interests.
Maintain and enforce high safety standards.
Direct staff and members in emergency action plans to assure compliance with all safety procedures.
Participates in staff meetings and/or related meetings.
Participate in building coverage as needed.
Assume other responsibilities as assigned.