YMCA Reston - Membership Service Coord.

YMCA of Metropolitan Washington • Reston, VA

9d

About The Position

The Membership Service Coordinator leads the front desk operations team at a YMCA branch and supports the YMCA mission by ensuring reliable, consistent delivery of outstanding customer service to members and guests. The role works with the Membership Director and branch staff to uphold customer service standards and support the branch’s membership acquisition and retention efforts. It also oversees front desk staffing and operations, membership and registration records, billing, data management, and adherence to YMCA policies and procedures. The position reports to the Membership Director.

Requirements

• High school diploma or GED.
• At least one year of experience as a YMCA Member Service Representative or three years of related membership sales or service experience.
• 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, including the ability to perform repetitive data entry.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Work with the Membership Director and branch staff to uphold YMCA customer service standards: Facility Excellence, Staff Engagement, and Show.
• Deliver the YMCA mission and philosophy to staff, members, and guests.
• Maintain accurate records, billing, data management, and membership and registration records; uphold YMCA standards and policies; and ensure smooth front desk operations.
• Maintain an efficient and reliable front desk staff schedule for the Membership Director.
• Perform all functions of a Member Service Representative to a high standard.
• Schedule and assign functions to Member Service Representatives, as approved by the Membership Director, and ensure work meets Association and Membership Director standards.
• Assist the Membership Director with member inquiries, correspondence, and communications, including Member Comment Cards.
• Proactively address 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 and guests, including telephone inquiries, tours, front desk interactions, and coordination with service areas, in accordance with Association standards and the Membership Director’s guidance.
• Support 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 years
• 403(b) savings plan
• High-quality and 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, AFLAC, Allstate, Vision Care, LegalShield, and Zipcar

What This Job Offers

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