Membership Service Coordinator

West Suburban YMCA • Newton, MA

4d • Onsite

About The Position

The Membership Service Coordinator serves as a welcoming, professional ambassador for the West Suburban YMCA. The role supports member recruitment and retention, helps create a positive new-member experience, coordinates membership outreach and appreciation events, and provides excellent service to members, guests, volunteers, and employees. The coordinator models professionalism and five-star customer service, supports welcome-center operations and staffing, and helps maintain accurate membership information. The position is based at the Wells Ave location and has an expected Sunday–Thursday schedule.

The role contributes to an inclusive, member-focused culture and supports the YMCA’s mission of strengthening communities. It includes regular welcome-center coverage, administrative work, participation in meetings and fundraising, and responsibilities related to abuse-risk prevention and reporting. The organization describes itself as a charitable, mission-driven employer focused on youth development, healthy living, and social responsibility.

Requirements

• High school diploma required.
• Excellent computer skills and experience with standard business software.
• Proficiency in Microsoft Office Suite.
• Commitment to supporting and furthering the organization’s equity-centered work and DEIB efforts.
• Ability to relate effectively and compassionately to diverse groups of people from all social and economic segments of the community.
• Strong project-management skills and ability to work efficiently and meet deadlines in a cross-functional, team-based environment.
• Strong communication skills and ability to build relationships between members and the organization.
• Ability to generate and implement creative ideas.
• Ability to identify and anticipate problems and drive them to resolution.
• Ability to work collaboratively and independently.

Nice To Haves

• Associate degree or college coursework in education, business, communications, or a related field.
• Previous supervisory experience in customer service.

Responsibilities

• Assist with membership strategies for recruiting new members and retaining existing members.
• Create a member-focused culture and model relationship-building skills, including Listen First.
• Resolve problems and foster innovation to support member satisfaction.
• Provide professional customer service while handling confidential member information.
• Promote programs and membership enrollment to current and prospective members.
• Communicate with members in person, by phone, and through mailings, including communications about insufficient funds.
• Help implement welcome-center procedures and communicate changes to staff.
• Support the organization’s DEIB commitments and help implement initiatives advancing its diversity goals.
• Communicate the YMCA’s nonprofit, mission-driven purpose to prospective and new members, including during tours.
• Maintain at least 35 hours per week of welcome-center coverage; assist with scheduling and coverage as needed.
• Assist with creating and implementing the new-member experience.
• Help organize YMCA membership events, including member appreciation events and open houses.
• Coordinate registration, staffing, and promotional items for community festivals and events, and represent the YMCA at those events.
• Handle member questions, program registrations, and information requests; help process membership applications, renewals, and terminations.
• Maintain and update membership records and assist with member communications.
• Keep member data accurate and up to date using SGA Pulse.
• Collect and record member comments and suggestions.
• Model and teach cause-driven leadership characteristics, including Listen First, to support welcome-center service standards.
• Participate in fundraising campaigns and staff or related meetings.
• Follow abuse-risk screening, supervision, training, feedback, policy-compliance, response, reporting, and communication requirements for employees and volunteers.
• Perform other duties and responsibilities as required by the supervisor.

Benefits

• Paid vacation and holidays.
• Group health insurance, including vision and prescription-drug coverage.
• Dental insurance.
• Life insurance.
• Paid retirement contribution once vested; the posting also specifies a 12% retirement contribution once vested.
• YMCA membership, including a free family membership.
• Access to child care services.
• Tuition reimbursement.
• Professional development opportunities.
• Competitive benefits package.

What This Job Offers

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