POSITION SUMMARY

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

• 3+ years’ of experience in membership or customer service field
• Supervision experience preferred
• Sales experience preferred
• Self-starter, detail-oriented, with good organizational skills
• Strong working knowledge of data management required
• 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
• Requires computer inputting, typing and other repetitive activities for extended periods of time
• 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 SafetyHealth 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 Membership Director in the interviewing, hiring, onboarding and training of all member services staff
• Provide staff development through implementing training and onboarding procedures for part-time and full-time staff as it relates to customer service, membership and program registrations, and front desk operations
• Provide continuous customer service trainings for all Member Services staff
• Responsible for supervising all front desk systems and operations ensuring they are efficient and follow Association standards
• Coordinates with program leaders to establish and maintain priorities and processes to ensure consistent, thoughtful and timely messaging of communications.
• 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
• Create a professional and effective work environment for member services employees by developing positive, professional relationships with staff
• 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.
• Uses technical expertise to assess retention trends and evaluate the effectiveness of communication strategies by tracking, developing, analyzing and reporting related metrics and recommending modifications to improve membership success initiatives.
• Serve as initial point of contact for membership administration, exceptions, special requests, or issues
• Handle and resolve member and participant complaints
• Champion the member experience by overseeing strategy implementation, survey feedback reports
• Manage inventory of resale items, including purchasing, storing, countingtracking
• Manage rental lockers by clearing out unpaid lockers, ensure payments are processed and lockers are marked as “rented” or “available”
• Process all 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 in Daxko 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.
• Support the association as a Campaigner for the Y’s Annual Support Campaign
• Maintain working knowledge of scholarship programs, while actively encouraging and assisting members in the successful completion of the application process
• Follow YMCA policies and procedures.
• Other duties as assigned

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to walk, stand, and sit for long periods
• Ability to bend, kneel, walk stairs, or reach at times
• Ability to lift 30+ pounds
• Visual and auditory ability and willingness to respond to critical incidents and the physical ability to act swiftly in an emergency and follow the branch emergency plan
• Strong interpersonal, verbal and written communication skills with the ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Ability to work as part of a team. Develops harmonious relationships with staff, members, guests and volunteers
• Ability to effectively manage multiple tasks simultaneously with attention to detai