Membership Engagement Coordinator

YMCA of Greater Whittier•Whittier, CA

22h•Onsite

About The Position

The Membership Engagement Coordinator is responsible for overseeing the daily operations of the front desk, ensuring exceptional member service, maintaining consistent staffing coverage, and developing a knowledgeable, engaged team. This position provides direct supervision to front desk staff through coaching, training, scheduling, and accountability while supporting the Membership Director in creating a welcoming, efficient, and member-focused environment. OUR CULTURE: Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Requirements

High school diploma or equivalent required.
Customer service experience required
Strong communication and interpersonal skills.
Excellent organizational and time management abilities.
Ability to manage multiple priorities in a fast-paced environment.
Ability to maintain confidentiality and exercise sound judgment.

Nice To Haves

Previous supervisory or leadership experience preferred.
YMCA or recreation experience preferred.
Experience with scheduling software and Microsoft Office applications preferred.

Responsibilities

Supervise daily front desk operations to ensure exceptional member service and operational efficiency.
Serve as the primary point of contact for front desk staff during assigned shifts.
Ensure adherence to YMCA policies, procedures, and membership standards.
Assist members with account inquiries, membership concerns, program registrations, and issue resolution.
Monitor front desk appearance, cleanliness, and organization.
Ensure opening, closing, and cash handling procedures are completed accurately.
Maintain confidentiality of member and employee information.
Train all new front desk employees on YMCA policies, procedures, systems, and customer service expectations.
Provide ongoing coaching, mentoring, and performance feedback to front desk staff.
Conduct regular observations to ensure quality service and policy compliance.
Foster a positive, team-oriented culture focused on professionalism and member engagement.
Identify training opportunities and recommend employee development plans.
Assist with onboarding and orientation of new team members.
Create and maintain front desk schedules to ensure adequate staffing during all operating hours.
Manage daily staffing needs, including coordinating shift swaps and finding coverage for call-outs.
Respond promptly to employee call-outs and communicate scheduling changes effectively.
Monitor labor hours and staffing needs while maintaining budget expectations.
Ensure employees follow attendance, punctuality, and call-out procedures.
Review employee timecards for accuracy and submit corrections as needed.
Maintain training records and scheduling documentation.
Communicate operational updates, schedule changes, and important information to Membership Directors.
Assist with recruiting, interviewing, and recommending candidates for hire.
Participate in staff meetings and leadership meetings as assigned.
Model outstanding customer service and professionalism.
Address member concerns promptly and professionally, escalating issues when appropriate.
Promote YMCA programs, services, and membership opportunities.
Build positive relationships with members, guests, and staff.
Promote and sell YMCA memberships, wellness services, personal training, programs, and other applicable revenue-generating opportunities.
Develop and maintain relationships with prospective and current members through outreach, follow-up, engagement, and retention efforts.
Support and achieve established membership, wellness, personal training, and program enrollment goals through effective sales and engagement strategies.
Collaborate with Membership, Wellness, and other departments to identify opportunities, improve the member experience, increase participation, and support the overall growth of the YMCA.