YMCA Reston - Membership Service Coord.

YMCA Metro Washington • Reston, VA

8d

About The Position

The Membership Service Coordinator leads front desk operations at a YMCA branch and supports the YMCA mission by ensuring reliable, consistent, outstanding customer service for members and guests. The role helps sustain and build the branch’s capacity to serve the local community. It reports to the Membership Director and works with the director and branch staff to maintain YMCA customer-service standards, support membership acquisition and retention, and ensure the smooth operation of the front desk.

The coordinator oversees scheduling and assignments for Member Service Representatives, supports accurate records, billing and data management, and helps implement membership and registration processes, policies, reports, campaigns, training, and events. The position also assists with member communications and problem resolution, prospect and guest interactions, and branch membership sales and retention efforts.

Requirements

• High school diploma or GED.
• At least one year of experience working as a YMCA Member Service Representative or three years of related experience in membership sales or service.
• Strong communication and relationship-building skills.
• Demonstrated initiative, enthusiasm, common sense, and good judgment.
• Ability to guide, counsel, coordinate, and review staff work, including supervision and staff development.
• Leadership, organizational, multitasking, and problem-solving skills.
• PC and database management skills and ability to perform repetitive data-entry duties.

Nice To Haves

• Bachelor’s degree.

Responsibilities

• Work with the Membership Director and branch staff to uphold YMCA customer-service standards, including Facility Excellence, Staff Engagement, and Show.
• Deliver the YMCA mission and philosophy to staff, members, and guests.
• Maintain accurate records, billing, data management, membership and registration records, applicable standards and policies, and smooth front desk operations.
• Maintain an efficient, effective, and reliable front desk staff schedule for the Membership Director.
• Perform all functions of a Member Service Representative to an excellent standard.
• Schedule and assign functions to Member Service Representatives, as approved by the Membership Director, and ensure work meets Association and director standards.
• Assist the Membership Director with member inquiries, correspondence, and communications, including Member Comment Cards.
• Proactively resolve member problems and direct members to appropriate resources.
• Maintain complete knowledge of Member Handbook policies, Association and branch standard operating procedures, and branch programs and activities.
• Support implementation of the branch membership acquisition plan and deliver local plan tactics.
• Support Member Service team reports under the Membership Director’s direction.
• Support appropriate handling of prospects, including telephone inquiries, and interactions with guests, including tours and front desk interactions, in accordance with Association standards and the Membership Director’s guidance.
• Support branch membership sales and retention results through prospect and guest service.
• Help implement events for prospects, members, and guests, such as Open House, in partnership with other service teams.
• Support Metropolitan Washington YMCA Member Service campaigns, initiatives, training sessions, and other activities.
• Perform other duties as required.

Benefits

• Employer-funded retirement plan with vesting after two years of service or 1,000 compensated hours in each of those two years.
• 403(b) savings plan.
• High-quality, affordable healthcare.
• Free YMCA membership for the employee, spouse, and dependents.
• Paid time off and sick leave.
• Professional development opportunities.
• Employee benefits and discounts from banks, credit unions, Verizon Wireless, Sprint, Dell, Veterinary Pet Insurance, supplemental benefit providers, and Zipcar.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED