Member Services Coordinator

YMCA of Southeastern NC•Wilmington, NC

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 membership and programs, supervises and schedules the membership staff team, and performs administrative duties. The coordinator supports membership growth and retention, contributes to a professional and values-centered work environment, and advances the YMCA’s mission through programs focused on youth development, healthy living, and social responsibility. This position supervises staff, handles member issues, and assists with hiring and interviewing part-time staff. The schedule varies by business needs and includes some nights and weekends, with expectations to cover unfilled shifts. The position is full-time and non-exempt, with a stated pay range of $14.40–$21.60 per hour. It reports to the Membership Director.

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 21 or older.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees.
Ability to understand and carry out instructions in written, oral, or diagram form using common-sense judgment, and to 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.
Reliable transportation.
Must obtain CPR/AED and First Aid certifications within 30 days of hire and maintain certification.
Ability to complete CPR and First Aid and assist individuals in need until professional help arrives.
Ability to quickly identify and respond appropriately to emergency situations.
Commitment to maintaining a safe, clean, and hazard-free environment and following YMCA safety requirements.
Physical readiness to perform safety-related tasks, including assisting individuals of various ages and physical abilities.

Nice To Haves

Bachelor’s or associate degree is preferred but not required.
One to three years of related experience and/or training, if relying on experience in place of the stated education requirement.

Responsibilities

Provide excellent service to members, guests, and program participants in person, by email, and by phone, supporting membership growth and retention.
Model the YMCA values of caring, honesty, respect, and responsibility and promote a professional work environment.
Lead in a manner that supports the YMCA’s cause and programs focused on youth development, healthy living, and social responsibility.
Help recruit, hire, train, and supervise Member Service staff and volunteers.
Schedule Member Service staff and help review and evaluate staff performance.
Respond to digital and paper member feedback forms; manage membership holds and cancellations.
Oversee implementation of the daily operations of Member Services.
Develop strategies to motivate staff and achieve goals.
Ensure staff certification records are current and complete.
Assist in planning and conducting staff meetings; attend scheduled staff meetings and trainings.
Assist with updating schedules on the YMCA FamilyWorks app and with in-house facility rentals.
Assist with internal and community marketing, including social media, to support membership and program growth.
Help develop and monitor the membership budget and meet fiscal objectives.
Assist with the YMCA Annual Campaign and special events.
Interview and/or tour prospective members and sell memberships.
Build relationships among staff and members and help them connect with one another and with the YMCA.
Act as a leader in emergency situations and report accidents or incidents according to the Emergency Action Plan.
Help ensure members, guests, and program participants are in a safe environment.
Assist with volunteer tracking and engagement.
Apply YMCA policies relating to member services and promote association site safety programs.
Work evenings and some weekends, including covering unfilled shifts as needed.
Perform other duties as assigned.
Follow YMCA safety protocols and applicable OSHA standards and state and local regulations; identify and respond to emergencies and promptly report safety incidents and hazards.