Membership Coordinator - Embarcadero Y
About The Position
Under the direction of the Membership Director, the Membership Coordinator is responsible for creating a positive and meaningful YMCA member experience, from the first point of contact through ongoing engagement with current members. This role includes overseeing and providing continuous training to staff to enhance customer service, improve tour quality, and effectively implement membership sales strategies. The Membership Coordinator position combines direct service with approximately 8 hours of administrative tasks per week, depending on the season. Administrative responsibilities include managing and publishing the staff membership schedule and approving employee timecards. In addition, the Membership Coordinator will apply the YMCA’s Member Engagement Principles—welcome, connect, support, and invite—in interactions with members and guests, while maintaining a strong knowledge of the facility, programs, and activities. This role also involves ensuring a safe, clean, and accessible environment, fostering positive relationships with members, program participants, and families. The Membership Coordinator may also be part of a Member Engagement POD service line. The Membership Coordinator position is performed in a fast-paced, dynamic environment, with frequent interaction with members, staff, and the public. The role involves working at various locations within the facility, including the membership desk and office spaces. The position requires the ability to stand for extended periods, as well as occasional bending, reaching, and lifting up to 50 pounds. The Membership Coordinator will need to manage multiple tasks simultaneously and adapt to changing priorities. The role may involve occasional outdoor work for extended periods, depending on the location and specific duties.
Requirements
- High school diploma or equivalent
- Availability on weekdays, evenings, and weekends
- 2+ years of customer service experience
- 2+ year of supervising a team
- Proficiency in computer use, including Microsoft Office 365 Suite
- Must successfully complete a background screening, including criminal and employment verification. Some positions may also require a credit check.
Nice To Haves
- Bilingual in Spanish, Cantonese, Mandarin or other languages
Responsibilities
- Demonstrate positive, welcoming communication with members at the initial point of contact.
- Conduct meaningful conversations with prospective and current members to determine eligibility for the Membership for All program (financial aid).
- Encourage members to visit the site and explore offerings before canceling or placing their account on hold.
- Connect members to available features and benefits through membership programs.
- Support members with questions, comments, requests, or other needs throughout the day.
- Assist the Membership Director in leading monthly member engagement activities at the branch.
- Ensure the needs of YMCA members are addressed and met.
- Train, coach, and track membership staff on effective tours and member engagement on a quarterly basis.
- Collaborate with the Membership team to provide effective tours for prospective members.
- Hold membership staff accountable for tracking prospects via Traction Rec (including tours, phone calls, and walk-ins).
- Ensure Membership staff are held accountable for meeting monthly KPI goals for the branch and Membership POD.
- Answer phone calls, respond to voicemails, and reply to membership-related emails.
- Conduct and track monthly assessments of the Membership team using the membership observation guide.
- Lead monthly membership staff meetings, including creating agendas and organizing activities.
- Create and maintain the membership staff schedule, ensuring coverage for time off and last-minute absences.
- Approve Membership staff timecards on time, twice a month.
- Collect membership and program payments as needed.
- Manage member facility entrance protocols.
- Stay informed about YMCA programs, services, schedules, and other offerings.
- Maintain certification in Traction Rec.
- Maintain a clean, safe, and accessible wellness floor, including monitoring fitness equipment and safety.
- Manage foot traffic flow in and out of the facility.
- Support facility cleaning during downtimes.
- Schedule members for reservable wellness services, such as Group Exercise classes.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
