Overview
Join to apply for the Membership Coordinator role at YMCA of Greater Boston
Base pay range: $18.00/hr - $22.00/hr
Department: Center Staff
Location: Burbank YMCA
Compensation: $18.00 - $22.00 / hour
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.
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 Responsibilities
* Customer Service and Experience: Listen to member needs and make recommendations or provide solutions to improve their experience.
* Review feedback from members, follow up with members providing feedback, resolve issues and make recommendations for improvement to departments and leadership team.
* Manage general inbox and voicemail with Membership Director. Promptly respond to inquiries, emails and voicemails. Proactively inform, leave notes and other communications regarding progress and end results of member communication.
* Proactively engage members to promote new programs or services that may be of interest to them.
* Assist members in signing up for programs, classes, and other YMCA services and events through systems provided (e.g., Motion Vibe, Appointment King, Salesforce/TractionRec).
* Provide 24-hours of customer-facing service, 6-8 hours administrative time. Utilize downtime effectively to achieve additional tasks. 20 hours direct service 5 hours administrative time.
* Act as additional support for shift coverage needs during staff absences.
* Membership Prospecting and Administration: Conduct tours with prospective members, highlighting areas of interest to them and their needs.
* Ensure accuracy of membership forms and paperwork, assist Membership Director in audits of paperwork and files.
* Assist Membership Director with billing statements and accounts receivable outreach to collect on 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.
* Staff Team Development: Work with Membership Director to train and onboard new Welcome Center staff.
* Help resolve scheduling issues with Membership Director.
* Provide feedback, guidance and coaching to desk staff to help them grow their skills, confidence and quality of service to members.
* Report staffing related successes and challenges to Membership Director, collaborate with Membership Director on solutions and celebrations.
Education/Experience
Skills, Knowledge & Expertise
* 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).
Seniority level
* Entry level
Employment type
* Part-time
Job function
* Other
Industries
* Non-profit Organizations
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