MEMBER SERVICES COORDINATOR

YMCA of Southeastern North Carolina • Wilmington, NC

3d • $14 - $22

About The Position

The Membership Coordinator, under the direction and supervision of the Membership Director, delivers excellent service to members, guests, and program participants. The role responds to member and guest needs, promotes memberships and programs, supervises and schedules the membership staff team, and performs administrative duties. The coordinator supports the YMCA’s mission and values, helps maintain a safe environment, and contributes to membership growth and retention. This is a full-time, non-exempt position with a schedule that varies according to business needs and includes some nights and weekends.

Requirements

• High school diploma or GED, or one to three years of related experience and/or training, or an equivalent combination of education and experience.
• Must be at least 21 years old.
• Ability to read and interpret safety rules, operating and maintenance instructions, procedure manuals, and similar documents.
• Ability to write routine reports and correspondence and speak effectively before groups of customers or employees.
• Ability to apply common-sense understanding to instructions in written, oral, or diagram form and address problems involving several concrete variables in standardized situations.
• Excellent computer and keyboard skills, including experience with Office 365 programs.
• Ability to work nights and weekends and cover unfilled shifts as needed.
• Reliable transportation.
• Obtain CPR/AED and First Aid certifications within 30 days of hire and maintain the required certifications.
• Ability to use a computer for extended periods and communicate using a computer and phone or smart device.
• Ability to sit, reach, move around the work environment, and occasionally lift or move up to 50 pounds.
• Ability to perform safety-related physical tasks, including assisting individuals of various ages and physical abilities.
• Ability to identify emergencies, respond according to established procedures, report incidents and hazards, and follow YMCA safety protocols, OSHA standards, and applicable state and local regulations.

Nice To Haves

• Bachelor’s or associate degree is preferred but not required.

Responsibilities

• Provide service to members, guests, and program participants in person, by email, and by phone to contribute to member growth and retention.
• Model the YMCA values of caring, honesty, respect, and responsibility and promote a professional work environment.
• Lead in support of the YMCA’s community mission and programs focused on youth development, healthy living, and social responsibility.
• Help recruit, hire, train, and supervise Member Service Staff and volunteers; assist with interviewing new part-time staff.
• Schedule Member Service Staff and help cover unfilled shifts.
• Respond to digital or paper member feedback forms.
• Manage membership holds and cancellations.
• Oversee implementation of daily Member Services operations.
• Help review and evaluate staff performance, develop staff motivation strategies, and support achievement of goals.
• Ensure staff certification records are current and complete.
• Assist in planning and conducting staff meetings; attend scheduled staff meetings and trainings.
• Help update schedules in the YMCA FamilyWorks app.
• Assist with in-house facility rentals.
• Assist with internal and community marketing, including social media, to maximize membership and program growth.
• Help develop and monitor the membership budget to meet fiscal objectives, and follow budgeting procedures.
• Assist with the YMCA Annual Campaign and special events; support fundraising.
• Interview or tour prospective members and sell memberships.
• Build relationships among staff and members and help connect them with one another and the YMCA.
• Lead in emergency situations, report accidents and incidents according to the Emergency Action Plan, and help ensure a safe environment.
• Assist with volunteer tracking and engagement.
• Apply YMCA member-services policies and promote association site safety programs.
• Perform other duties as assigned.

Benefits

• Flexible medical, dental, and vision plans.
• Supplemental insurance options.
• Paid training.
• Generous paid time off (PTO).
• Health Savings Account (HSA) match.
• Complimentary nationwide YMCA family membership.
• Discounts on YMCA programs, including swim lessons and camps.
• Access to the YMCA Retirement Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED