Member Experience & Engagement Coordinator

YMCA of Catawba Valley; North Carolina; On-site; USD 21,000 - 25,000; Full time

Benefits offered by this job

Employee Assistance Program

Retirement Contribution

Job summary

YMCA of Catawba Valley is seeking a Member Experience Coordinator to join our team. Under the supervision of the Membership Director, you will engage members through personal interactions, events, and volunteerism, and help drive retention and membership sales.

You will welcome new members, process memberships, handle inquiries, track metrics, and support branch health living initiatives. This role requires strong customer service, communication, and teamwork in a fast-paced community setting.

Qualifications

• High school diploma, or equivalent.
• Minimum of two years’ experience in sales, customer service or related field.
• Computer experience in the Microsoft Office suite.
• Proficient in or willingness to learn Personify Business Application software
• Current knowledge or ability to learn YMCA of Catawba Valley software applications (Personify, Kronos, YLife, etc.).
• Ability to communicate effectively with customers and co-workers.
• Ability to balance and handle many functions and projects at one time.
• Detail oriented and extremely organized in daily work.
• Excellent customer service skills.
• Ability to make sound decisions in a fast-paced environment.
• Ability to handle and maintain confidential information.
• Ability to take initiative and manage work independently.
• Possess problem solving/conflict solving ability.
• Ability to handle multiple priorities and demonstrate strong time management skills.
• Must be a team player.
• Strong written and oral communication skills.
• Current certifications in First Aid, CPR/AED, Safety First, Child Abuse Prevention or ability to obtain certifications prior to first day of work.

Responsibilities

• Provide excellent customer service via telephone and in-person interactions.
• Assist in onboarding new hires, conducting ongoing training, and providing leadership support to the member experience team.
• Act as the first point of contact for new members, including the sale of new memberships, entering member information into appropriate systems, processing payments, and completing tours.
• Act as the first point of contact for concerned members, assisting with concerns and comments using appropriate mediums.
• Maintain information pertaining to member concerns and comments using appropriate tools.
• Track metrics and submit regularly scheduled reports related to membership sales, retention, cancellations, and sales activities.
• Coordinate member engagement activities, working with the Director and other leaders to identify opportunities.
• Partner with branch healthy living leaders in the execution of member retention efforts.
• Follow up on all sales leads received through the website, Customer Service Center, in person inquiries, etc.
• Support branch volunteer efforts by promoting volunteerism and ensuring established processes are followed.
• Execute new member orientation through utilization of established protocols.
• Have a commanding knowledge of all information pertaining to YMCA programs and special events.
• Work with the leaders throughout the branch to support member engagement efforts, with goals of member retention, deepening levels of involvement, and volunteerism.
• Understand and consistently disseminate association and branch policies/procedures.
• Act as shift leader or manager on duty as needed.
• All YMCA staff are responsible for creating a safe, inclusive environment. This includes following all YMCA policies and procedures related to abuse prevention, reporting concerns or incidents immediately, and maintaining appropriate boundaries with youth and members.

Skills

Customer service

Sales

Communication

Time management

Teamwork

Detail oriented

Problem solving

Confidentiality

Education

High school diploma or equivalent

Tools

Microsoft Office

Personify

Kronos

YLife

Job description

YMCA of Catawba Valley is seeking a Member Experience Coordinator to join our team. Under the supervision of the Membership Director, you will engage members through personal interactions, events, and volunteerism, and help drive retention and membership sales.

You will welcome new members, process memberships, handle inquiries, track metrics, and support branch health living initiatives. This role requires strong customer service, communication, and teamwork in a fast-paced community setting.