Membership Coordinator

Santa Monica Family YMCA•Santa Monica, CA

1d•Onsite

About The Position

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. Schedule: Tuesday-Friday: 12:00PM-8:30PM, Saturday: 8:30AM-5:00pm

Requirements

3+ years' of experience in membership or customer service field
Self-starter, detail-oriented, with good organizational skills
Strong working knowledge of data management required
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
Requires computer inputting, typing and other repetitive activities for extended periods of time
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

Nice To Haves

Supervision experience preferred
Sales experience preferred

Responsibilities

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 Membership Director in the interviewing, hiring, onboarding and training of all member services staff
Provide staff development through implementing training and onboarding procedures for part-time and full-time staff as it relates to customer service, membership and program registrations, and front desk operations
Provide continuous customer service trainings for all Member Services staff
Responsible for supervising all front desk systems and operations ensuring they are efficient and follow Association standards
Coordinates with program leaders to establish and maintain priorities and processes to ensure consistent, thoughtful and timely messaging of communications.
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
Create a professional and effective work environment for member services employees by developing positive, professional relationships with staff
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.
Uses technical expertise to assess retention trends and evaluate the effectiveness of communication strategies by tracking, developing, analyzing and reporting related metrics and recommending modifications to improve membership success initiatives.
Serve as initial point of contact for membership administration, exceptions, special requests, or issues
Handle and resolve member and participant complaints
Champion the member experience by overseeing strategy implementation, survey feedback reports
Manage inventory of resale items, including purchasing, storing, counting & tracking
Manage rental lockers by clearing out unpaid lockers, ensure payments are processed and lockers are marked as "rented" or "available"
Process all membership adjustments including upgrades, downgrades, membership holds, cancellations received both in person and online
Review and approve Scholarship Applications
Process program enrollment transfers and overrides in Daxko 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.
Support the association as a Campaigner for the Y's Annual Support Campaign
Maintain working knowledge of scholarship programs, while actively encouraging and assisting members in the successful completion of the application process
Follow YMCA policies and procedures.
Other duties as assigned