Membership Recruitment Coordinator - Tier I

The Membership Coordinator reports to the Head of Membership Billing & Retention and serves as a frontline representative responsible for supporting
new club member acquisition
through high-volume inbound and outbound communication. This
hourly, non-exempt position
operates in a structured, metrics-driven, call center–style environment and focuses on delivering consistent customer service while contributing to membership enrollment goals.

• Handle a high volume of inbound calls, emails, and digital inquiries from prospective members

• Conduct outbound phone and email outreach to assigned leads and prospect lists

• Qualify prospective members using established criteria, scripts, and workflows

• Educate prospects on club membership offerings, pricing, and benefits

• Schedule tours and ensure timely follow-up communication

• Support the enrollment process by guiding prospects through next steps and required documentation

• Accurately document all interactions, outcomes, and follow-up actions in Salesforce or other CRM systems in real time

• Adhere to established call quality standards, scripts, and customer service guidelines

• Participate in call monitoring, coaching sessions, and Quality Assurance (QA) reviews

• Manage multiple tasks simultaneously while meeting productivity and quality expectations

• Provide consistent, professional service while working under time constraints

• Support occasional on-site or community events as scheduled

Performance in this role is measured using objective, job-related metrics, which may include:

• New Club Member Acquisitions
  :
  Number of new memberships enrolled within a defined period

• Lead-to-Member Conversion Rate
  :
  Percentage of qualified leads converted to new members

• Inbound and Outbound Call Volume
  :
  Daily and weekly call activity targets

• Average Handle Time (AHT):
  Efficient management of calls while maintaining service quality

• Follow-Up Timeliness
  :
  Completion of required outreach within established time frames

• CRM Accuracy & Compliance
  :
  Timely and complete documentation of all prospect interactions

• Quality Assurance (QA) Scores
  :
  Adherence to call scripts, service standards, and compliance guidelines

KPIs are tracked at the individual level and reviewed regularly with the Membership Manager to support coaching, development, and performance improvement.

• Hourly, non-exempt position

• Open availability required; may include evenings, weekends, and holidays

• Overtime may be required based on business needs and is compensated in accordance with applicable laws

• Reliable and predictable attendance is an essential function of this role

• 1+ year of experience in a call center, customer service, or inside sales environment preferred

• Comfort handling high volumes of inbound and outbound calls

• Strong verbal and written communication skills

• Ability to work in a performance-based, metrics-driven environment

• Experience using CRM systems (Salesforce preferred)

• Strong organizational skills and attention to detail

• Ability to follow established processes, scripts, and quality standards

• Ability to multitask, prioritize, and manage time effectively

• Commitment to delivering high-quality customer service

• Undergraduate degree preferred but not required

• Ability to sit or remain stationary for extended periods

• Ability to work at a computer and communicate via phone or headset for prolonged periods

• Ability to attend occasional off-site events as required

• Competitive hourly pay

• Paid time off (vacation and sick time)

• Medical, dental, and vision benefits