Membership Coordinator

Santa Monica Family YMCA•Santa Monica, CA

7d•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. The Coordinator models YMCA character values, educates members about the YMCA's non-profit status, and promotes membership and programs. They assist the Director in meeting monthly membership goals by ensuring Member Service Representatives follow the Cause Driven Sales model, service recovery, and cancellation recovery processes. The role requires maintaining knowledge of association programs, assisting with staff interviewing, hiring, onboarding, and training, and supervising front desk systems for efficiency and adherence to standards. The Membership Coordinator also serves as Manager on Duty in the absence of leadership, monitors member behavior and facility use for compliance with the Code of Conduct, and manages department communication processes to ensure accurate information dissemination. Additionally, they are responsible for the monthly collection of membership balances from draft returns, aiming for a 70%+ collection rate, and serve as the initial point of contact for membership administration, exceptions, and special requests. The role involves addressing and resolving member concerns, gathering and reviewing member feedback, managing inventory of resale items, overseeing the rental locker program, processing membership adjustments, and assisting with scholarship applications and program enrollment transfers. The Coordinator may also be required to be in ratio at the front desk during busy periods or in the absence of a Member Service Representative.

Requirements

High school diploma or GED required
2+ years of experience in membership or customer service field
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
Demonstrated ability to meet goals, objectives and deadlines
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
Ability to walk, stand, and sit for long periods
Ability to bend, kneel, walk stairs, or reach at times
Ability to lift 30+ pounds
Visual and auditory ability and willingness to respond to critical incidents and the physical ability to act swiftly in an emergency and follow the branch emergency plan
Strong interpersonal, verbal and written communication skills with the ability to relate effectively to diverse groups of people from all social and economic segments of the community
Ability to work as part of a team.
Develops harmonious relationships with staff, members, guests and volunteers
Ability to effectively manage multiple tasks simultaneously with attention to detail

Nice To Haves

Associate degree (AA) or higher preferred.
2+ years of supervision experience preferred
Self-starter, detail-oriented, with good organizational skills
Passionate commitment to the YMCA mission and communities we serve

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 with interviewing, hiring, onboarding and training of all member services staff
Implement training and onboarding procedures for staff as it relates to customer service, membership and program registrations, and front desk operations.
Supervise all front desk systems and operations ensuring they are efficient and follow Association standards
Serve as 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
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.
Serve as initial point of contact for membership administration, exceptions, special requests, or issues
Address and resolve member and participant concerns in a professional and timely manner.
Gather and review member feedback and disperse with respective departments
Manage inventory of resale items, including purchasing, storing, counting & tracking
Oversee the rental locker program, including managing active rentals, monitoring payments, clearing and cancelling delinquent lockers, and maintaining accurate locker availability.
Process membership adjustments including upgrades, downgrades, membership holds, cancellations received both in person and online
Assist Financial Assistance Specialist with reviewing and approving Scholarship Applications as necessary.
Process program enrollment transfers and overrides 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.
Other duties as assigned