Membership Service Coordinator

West Suburban YMCA | Newton, MA; Newton (MA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

YMCA membership

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Tuition reimbursement

Professional development

Child care services

Job summary

West Suburban YMCA | Newton, MA is seeking a Membership Coordinator who thrives on connecting with people and delivering five-star service. This visible role strengthens our community by engaging current and prospective members, driving retention and recruitment, and coordinating events at the Wells Ave location.

You will welcome members, assist with inquiries, tours, and scheduling, and support DEIB initiatives while delivering exceptional experiences and fostering belonging.

Qualifications

• High school diploma required; associate degree or college coursework in education, business, communications, or a related field is a plus.
• Previous supervisory experience in customer service preferred.
• 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.

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 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.
• 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.
• Helps to communicate that the YMCA is a non-profit, mission driven organization.
• Maintains a minimum of 35 hours/week of coverage at the welcome center and assists with scheduling and providing coverage as needed.
• 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 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.

Skills

Relationship-building

Customer service

Event coordination

Communication

Project management

Education

High school diploma

Associate degree or college coursework

Tools

Microsoft Office

SGA Pulse

Job description

Are you a natural relationship builder who thrives on connecting with people and creating exceptional experiences? 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.

Great benefits included, 12% retirement contribution once vested, FREE family membership, diverse and inclusive work environment - be a changemaker working for a mission-driven organization!

This position is for our Wells Ave location with an expected schedule of Sunday-Thursday.

POSITION SUMMARY

Interacts in a friendly, professional and courteous way that results in excellent service for members, guests, volunteers, and fellow employees. Responsible for the general work relating to member retention and recruitment. Responsible for planning, implementing, and managing outreach, appreciation and special events for the organization. Sets example for part-time staff by modeling our standard of professionalism, excellence and five-star customer service.

OUR CULTURE

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

MEMBER SERVICE STATEMENT

Members are the heart of this organization. They are the reason we exist. Members are the most important visitors we have, whether they visit by mail, phone or in person. They are not statistics and always deserve our respect. No matter what we are hired to do, satisfying members’ needs and wants is everyone’s first and most important responsibility.

ESSENTIAL FUNCTIONS

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.

QUALIFICATIONS

High school diploma required; associate degree or college coursework in education, business, communications, or a related field is a plus.

Previous supervisory experience in customer service preferred.

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.

ABUSE RISK MANAGEMENT

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.

The WSYMCA rewards dedicated employees by offering a competitive benefits package that includes paid vacation & holidays, group health with vision & drug prescription, dental & life insurance, paid retirement once vested, YMCA membership, access to child care services, tuition reimbursement and professional development opportunities.

The West Suburban YMCA is a charitable organization that welcomes all by creating a community that hires individuals of any age, race, gender, religion, heritage, economic circumstance, or physical ability. We focus on youth development, healthy living and social responsibility to ensure all children, adults and families are healthy, confident and connected.

After completing the application process you will have the opportunity to complete your Talent Profile by joining our Talent Community!