Membership Service Coordinator

West Suburban YMCA•Newton, MA

1d•Onsite

About The Position

We are seeking a dynamic, enthusiastic, and service-driven Membership Coordinator to serve as a welcoming ambassador for our organization. In this highly visible role, you'll play a vital part in strengthening our community by engaging current and prospective members, leading retention and recruitment efforts, helping to coordinate impactful events, and delivering five-star customer service every day. If you're energized by helping others feel valued, enjoy building meaningful connections, and are passionate about making a positive difference, we'd love to meet you. This position is for our Wells Ave location with an expected schedule of Tuesday-Saturday.

Requirements

High school diploma required
Excellent computer skills and experience with standard business software.
Proficiency in Microsoft Office Suite.
Committing to support and further our equity-centered work as an organization.
Actively supports all 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; ability to work efficiently and meet deadlines in a cross-functional, team-based environment.
Outstanding communicator with a talent for building strong 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 both collaboratively and independently.

Nice To Haves

associate degree or college coursework in education, business, communications, or a related field is a plus.
Previous supervisory experience in customer service preferred.

Responsibilities

Assists in the implementation of membership strategies that support recruitment of new members and retention of existing members.
Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions.
Fosters a climate of innovation and resolves problems to ensure member satisfaction.
Ensures excellent customer service and remains professional at all times when dealing with members’ confidential information.
Promotes program and membership enrollment in interactions with existing and potential members.
Communicates clearly with our members through personal interactions, phone calls, and mailings. This includes the collection of insufficient funds.
Assists in ensuring proper implementation of welcome center procedures and communicating changes to staff.
Actively supports the organization’s DEIB commitments by modeling equity, diversity, inclusion, and belonging in daily work.
Recommend and helps implement strategies and initiatives that advance the organization’s diversity goals.
Helps to communicate that the YMCA is a non-profit, mission driven organization. Infuses this into discussions with new members and in tours.
Maintains a minimum of 35 hours/week of coverage at the welcome center and assists with scheduling and providing coverage as needed. Other hours are filled by admin time and assisting with membership events, etc.
Assists in the implementation of creating the new member experience.
Assists in organizing membership events at the YMCA (Member Appreciation, Open Houses, etc.) and coordinates registration, staffing, and promotional items for community festivals/events and represents the YMCA at these events.
Daily tasks typically include handling questions, program registrations, information requests helping to process membership applications, renewals, and terminations, maintaining and updating membership records and assisting with member communication activities.
Ensure that data regarding members is accurate and up to date, utilizing SGA Pulse.
Responsible for collecting and recording Member Comments and Suggestions.
Models and teaches cause-driven leadership characteristics, including Listen First, for the Welcome Center to possess the level of customer service that is critical to the success of the WSYMCA.
Participates in fund-raising campaign.
Participates in staff meetings and/or related meetings.
Executes other duties and responsibilities as required by supervisor.
Follow employee/volunteer screening requirements and use screening instruments to screen for abuse risk.
Provide employee/volunteer with on-going supervision and training related to abuse risk.
Provide employee/volunteer with regular feedback regarding their boundaries with youth.
Require employee/volunteer to adhere to policies and procedures related to abuse risk.
Respond quickly to policy and procedure violations using the organization’s progressive disciplinary procedures.
Respond seriously and confidentially to reports of suspicious and inappropriate behaviors.
Follow mandated reporting requirements.
Communicate to all employees/volunteers the organization’s commitment to protect youth from abuse.
Report essential abuse risk management information appropriately and timely so it can be escalated as necessary.