Job DescriptionJob DescriptionDescriptionPosition 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.
The Membership Coordinator must focus on excellence in every aspect of member services & training, working in constant collaboration with the Membership Director, Member Services Staff and Member Community Support Center team. They are the senior ranking staff of the Welcome Center team.
Schedule: Part Time 30-32 hours
Key ResponsibilitiesKey Functions/Responsibilities:
The Membership Coordinator will drive success in the following areas of responsibility to support a strong Y Experience and successful operation of the Welcome Center:
Customer Service and Experience:
· Listens to member needs and makes recommendations or provides solutions to improve their experience.
· Reviews feedback from members, follows up with members providing feedback, resolves issues and makes recommendations for improvement to departments and leadership team.
· Manages general inbox and voicemail with Membership Director. Promptly responds to inquiries, emails and voicemails. Proactively informs, leaves notes and other communications regarding progress and end results of member communication.
· Proactively engages members to promote new programs or services that may be of interest to them.
· Assists members in signing up for programs, classes, and other YMCA services and events through systems provided i.e. Motion Vibe, Appointment King, SalesForce/TractionRec, and others as implemented.
· Provides 24-hours of customer-facing service, 6-8 hours administrative time. Utilizes downtime effectively to achieve additional tasks. 20 hours direct service 5 hours administrative time.
· Acts as additional support for shift coverage needs during staff absences.
Membership Prospecting and Administration:
· Conduct tours with prospective members specifically highlight areas of interest to them and their needs.
· Ensures accuracy of membership forms and paperwork, assists Membership Director in audits of paperwork and files.
· Assists Membership Director with billing statements and accounts receivable outreach to collect on outstanding balances.
· Maintains an orderly and functional workspace for the Welcome Center team, ensuring all needed materials, files, paperwork, and equipment are in good order.
Staff Team Development:
· Works with Membership Director to train and onboard new Welcome Center staff.
· Helps to resolve scheduling issues with Membership Director
· Provides feedback, guidance and coaching to desk staff to help them grow their skills, confidence and quality of service to members.
· Reports staffing related successes and challenges to Membership Director, collaborates with Membership Director on solutions and celebrations.
Skills, Knowledge & ExpertiseEducation/Experience:
· Associate’s degree preferred. Previous experiences in YMCA Membership, Customer Service and Marketing preferred.
Skills and Competencies:
· Provide excellent member service by exceeding member expectations including being a good listener, caring about member’s well-being and checking in on their progress. Staff must also take the initiative to talk with members and to make them feel welcome.
· Use of exceptional listening skills to build relationships with members, program participants and prospects.
· Strong communication skills verbally (in person and over the phone) and written.
· Able to multi-task (helping customers, answer phone, handle other duties)
· Able to be efficient, proficient and knowledgeable in customer services, cashiering, and collaboration.
· Proficient use of MS Office products and Customer Management Systems (CMS)
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