Membership Coordinator

Position Summary

Under the direction of the Membership Director, the Membership Coordinator is responsible on a daily basis for providing exceptional customer service to members and program participants, promoting the benefits of membership to prospective members, assisting the Membership Director in prospecting, administrative membership duties and training and development of the Welcome Center staff team.

Department: Center Staff
Location: Wang YMCA
Compensation: $24.50 / hour
Schedule: Full Time, Monday - Friday 9:00am - 5:00pm.

• Listen to member needs and make recommendations or solutions to improve their experience.
• Review feedback from members, follow up, resolve issues and make recommendations to departments and leadership.
• Manage general inbox and voicemail with the Membership Director; promptly respond to inquiries, emails and voicemails; proactively inform and leave notes regarding progress and results.
• Proactively engage members to promote new programs or services that may interest them.
• Assist members in signing up for programs, classes, and other YMCA services and events through systems such as Motion Vibe, Appointment King, Sales Force/Traction Rec, and others.
• Provide 24‑hour customer‑facing service, 6‑8 hours administrative time; utilize downtime to achieve additional tasks; 20 hours direct service, 5 hours administrative time.
• Act as additional support for shift coverage during staff absences.

• Conduct tours with prospective members, highlighting areas that interest them and meet their needs.
• Ensure accuracy of membership forms and paperwork; assist with audits.
• Assist with billing statements and accounts receivable outreach to collect outstanding balances.
• Maintain an orderly and functional workspace for the Welcome Center team, ensuring all needed materials, files, paperwork, and equipment are in good order.

• Work with the Membership Director to train and onboard new Welcome Center staff.
• Help resolve scheduling issues with the Membership Director.
• Provide feedback, guidance and coaching to desk staff to help them grow skills, confidence, and quality of service.
• Report staffing‑related successes and challenges to the Membership Director; collaborate on solutions and celebrations.

Associate’s degree preferred. Prior experience in YMCA Membership, Customer Service, and Marketing preferred.

• Ability to provide excellent member service by exceeding expectations, including good listening, care for member well‑being, and proactive welcoming.
• Exceptional listening skills to build relationships with members, program participants, and prospects.
• Strong verbal and written communication skills.
• Ability to multitask (customers, phone, other duties).
• Efficient, proficient, and knowledgeable in customer services and cashiering.
• Proficiency in MS Office and Customer Management Systems (CMS).