MEMBER SERVICES COORDINATOR

YMCA of Southeastern North Carolina; Wilmington (NC); On-site; USD 20,000 - 30,000; Full time

Benefits offered by this job

Health benefits

Dental and vision coverage

Paid training

Generous PTO

HSA match

YMCA family membership

Retirement plan

Job summary

The YMCA of Southeastern North Carolina is seeking a proactive MEMBERSHIP COORDINATOR to deliver exceptional service to members, guests, and program participants. Under the supervision of the Membership Director, you will promote memberships and programs, supervise staff, and handle day-to-day member services operations.

You’ll recruit and train part-time staff, manage schedules, respond to member feedback, and support marketing and budget efforts to grow membership and strengthen community

Qualifications

• High school diploma or GED required; bachelor’s degree preferred but not required.
• Excellent customer service and communication skills.
• Ability to read, write, and interpret standard documents.
• Proficient with Office 365 programs and general computer skills.
• Willingness to work evenings and weekends; reliable transportation.
• CPR/AED and First Aid certifications required within 30 days of hire.

Responsibilities

• Provides excellent service to members, guests, and program participants in person, by email and phone.
• Promotes memberships and programs; sells memberships at the point of contact.
• Supervises and schedules the Membership staff team and volunteers.
• Responds to member feedback and oversees daily Member Services operations.
• Helps recruit, hire, train, and support staff; participates in staff meetings.
• Assists with budgeting, campaigns, and marketing to grow membership.

Skills

Office 365

Customer service

Communication skills

Flexibility

Education

High school diploma or GED

Bachelor’s degree preferred

Job description

Description

POSITION SUMMARY:

The Membership Coordinator under the direction and supervision of the Membership Director delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes membership and programs, supervises and schedules the membership staff team, and various administrative duties.

ESSENTIAL FUNCTIONS:

• Provides excellent service to members, guests, and program participants in the branch, by email, and on the phone, contributing to member growth and retention.
• Promotes a professional work environment through character development by modeling the values of caring, honesty, respect, and responsibility.
• Lead in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living, and social responsibility.
• Help recruit, hire, train, and supervise all Member Service Staff, and volunteers.
• Schedule Member Service Staff.
• Respond to digital or paper member feedback forms.
• Manage membership holds and cancelations.
• Oversee the implementation of the daily operations of Member Services.
• Help review and evaluate staff performance. Develop strategies to motivate staff and achieve goals. Ensures records of staff certifications are current and complete.
• Assist in planning and conducting staff meetings. Attend all staff meetings and trainings as scheduled.
• Assist with updating schedules on YMCA FamilyWorks app.
• Assist with In-House Facility Rentals.
• Assist in internal and community marketing efforts, including social media, to maximize membership and program growth.
• Help develop and monitor membership budget to meet fiscal objectives.
• Assists in YMCA Annual Campaign and special events.
• Interview and/or tour prospective members; sells memberships.
• Build relationships with staff team & members; helps staff team & members connect with one another and with the YMCA.
• Act as a leader in emergency situations. Report any accidents or incidents according to the Emergency Action Plan. Ensure all members, guests, and program participants are in a safe environment.
• Assist with volunteer tracking and engagement.
• Apply all YMCA policies dealing with member services.
• Incorporate and promote all association site safety programs while performing job functions
• Able to work evenings and some weekends with expectations to cover unfilled shifts.
• Other duties as assigned.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

SUPERVISORY RESPONSIBILITIES:

This position is responsible for supervising staff and handling member issues, as well as assisting with hiring and interviewing new part-time staff.

BENEFITS PACKAGE:

We believe meaningful work deserves meaningful perks! As a full-time team member, you’ll enjoy a comprehensive benefits package that includes flexible medical, dental, and vision plans, supplemental insurance options, paid training, generous PTO, and an HSA match. You'll also receive a complimentary nationwide YMCA family membership, exclusive discounts on YMCA programs like swim lessons and camps, and access to our YMCA Retirement Plan—so you can grow, thrive, and plan for your future while making a difference every day.

QUALIFICATIONS:

1. High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree/associate degree preferred but not required
2. Must be 21 or older.
3. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
4. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
5. Excellent computer and keyboard skills, as well as experience with Office 365 programs.
6. Able to work nights and weekends.
7. Has reliable transportation.
8. Certifications required within 30 days of hire: CPR/AED, and First Aid.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to sit and reach and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Reasonable Accommodation Statement: The YMCA provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. If you require accommodation to complete the application process or to perform essential job functions, please contact Human Resources.

YMCA SAFETY REQUIREMENTS:

CPR & First Aid – Must be able to complete and maintain certification in CPR and First Aid; able to assist individuals in need until professional help arrives.

Emergency Response – Ability to quickly identify emergency situations (medical, fire, environmental, etc.) and respond appropriately following established procedures.

Incident Management – Required to report all safety incidents and hazards immediately and accurately to supervisors.

Safe Environment – Commitment to maintaining a safe, clean, and hazard-free environment for all staff, members, and participants.

Physical Readiness – Must be able to perform physical tasks related to safety, including assisting individuals of various ages and physical abilities.

Compliance – Follow all YMCA safety protocols, OSHA standards, and state/local regulations as applicable.

Job Title: MEMBERSHIP COORDINATOR

FLSA Status: Full Time, Non-Exempt
Pay Rate: $14.40 - $21.60/hour
Schedule: Varies by week based on needs of the business, some nights and weekends required
Reports to: Membership Director
Revision Date: 11-17-2025

Equal Opportunity Employer: The YMCA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status. We are committed to creating a diverse and inclusive workforce that reflects the communities we serve.