Membership Coordinator

YMCA of the USA; Santa Monica (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Santa Monica Family YMCA is seeking a Membership Coordinator to support member services and drive community engagement in Santa Monica. Under the Membership Director, you will execute day-to-day tactics and communications aligned with YMCA policies and cause-driven messaging.

The role requires 2+ years in membership or customer service, with supervision experience preferred, and aHigh school diploma/GED, AA or higher preferred.

Qualifications

• High school diploma or GED required; AA or higher preferred.
• 2+ years' experience in membership or customer service field.
• 2+ years of supervision experience preferred.
• Self-starter, detail-oriented, with good organizational skills.
• Clear and positive verbal and written communication.
• Flexible with work schedule.
• Excellent customer service skills with a friendly and positive attitude.
• Demonstrated ability to meet goals, objectives and deadlines.
• Passionate commitment to the YMCA mission and communities served.
• CPR/AED and First Aid certification within 30 days of hire from a recognized organization.

Responsibilities

• Model YMCA values in all position responsibilities.
• Educate members that the YMCA is a non-profit organization.
• Promote membership and programs and serve as an advocate for the YMCA.
• Assist Director to meet monthly membership goals and ensure staff follow sales and service processes.
• Maintain knowledge of association programs to inform staff and members.
• Assist with interviewing, hiring, onboarding and training of member services staff.
• Implement training and onboarding for customer service, membership and front desk operations.
• Supervise front desk systems and operations to ensure efficiency and standards.
• Serve as Manager on Duty in absence of Director or leadership staff.
• Monitor member behavior and facility usage in compliance with Code of Conduct.
• Ensure proper department communication for accurate information
• Manage monthly collection of membership balances and maintain 70%+ collection rate
• Serve as initial contact for membership administration and issues
• Address member concerns professionally and timely
• Gather and review member feedback and share with departments
• Oversee inventory of resale items and locker rentals
• Process membership adjustments and program enrollments
• Observe program activities and enforce safety standards
• Be present at front desk when needed
• Other duties as assigned

Skills

Customer service

Supervision experience

Communication

Flexibility

CPR/AED & First Aid

Education

AA or higher preferred

Job description

Join the Santa Monica Family YMCA as our Membership Coordinator! Build connections, welcome our community, and make an impact.

Job Description

Under the supervision of the Membership Director, the Membership Coordinator is responsible for executing day-to-day tactics and communication in support of member services operations. The Coordinator operates in accordance with the policies, procedures, and standards established by the Santa Monica Family YMCA, ensuring proper communication of YMCA cause-driven messages.

Qualifications

• High school diploma or GED required; Associate degree (AA) or higher preferred.
• 2+ years' of experience in membership or customer service field
• 2+ years of supervision experience preferred
• Self-starter, detail-oriented, with good organizational skills
• Able to communicate clearly and positively, verbally and in writing
• Must be flexible with work schedule
• Requires excellent customer service skills with a friendly and positive attitude
• Demonstrated ability to meet goals, objectives and deadlines
• Passionate commitment to the YMCA mission and communities we serve
• CPR/AED, and First Aid Certification, must include Adult and Child/Infant, obtained within 30 days of hire and must be from one of the following certifying organizations:

• American Red Cross
• American Heart Association
• American Safety & Health Institute

Essential Functions

• Model the YMCA character values of caring, honesty, respect and responsibility in all aspects of position responsibilities, particularly through actions and conversation with members
• Educate members that the YMCA is a non-profit, charitable organization
• Promote membership and programs and serve as an advocate for the YMCA.
• Assist the Director with ensuring that membership goals are met every month by ensuring Member Service Representatives are following the Cause Driven Sales model, Service recovery and cancellation recovery processes.
• Maintain working knowledge of association programs in order to communicate and share information to staff, members and participants
• Assist with interviewing, hiring, onboarding and training of all member services staff
• Implement training and onboarding procedures for staff as it relates to customer service, membership and program registrations, and front desk operations
• Supervise all front desk systems and operations ensuring they are efficient and follow Association standards
• Serve as Manager on Duty in the absence of Director level or other Leadership staff
• Monitors members’ behavior and facilities use; ensuring compliance with Santa Monica Family YMCA Code of Conduct
• Ensure proper department communication processes so members, participants, and staff are provided with accurate facility program and membership information
• Manage the monthly collection of membership balances as a result of draft returns and ensure the process is followed by member service representatives. Maintain a 70%+ collection rate every month.
• Serve as initial point of contact for membership administration, exceptions, special requests, or issues
• Address and resolve member and participant concerns in a professional and timely manner.
• Gather and review member feedback and disperse with respective departments
• Manage inventory of resale items, including purchasing, storing, counting & tracking
• Oversee the rental locker program, including managing active rentals, monitoring payments, clearing and cancelling delinquent lockers, and maintaining accurate locker availability.
• Process membership adjustments including upgrades, downgrades, membership holds, cancellations received both in person and online
• Assist Financial Assistance Specialist with reviewing and approving Scholarship Applications as necessary.
• Process program enrollment transfers and overrides when necessary
• Observe program activities, enforce safety standards, and apply the appropriate policies and procedures
• Be in ratio at the front desk in the absence of a Member Service Representative and/or during busy operating hours or as needed.
• Other duties as assigned