Membership Coordinator

Join the Santa Monica Family YMCA as our Membership Coordinator! Build connections, welcome our community, and make an impact. Job Description 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 High school diploma or GED required; Associate degree (AA) or higher preferred.2+ years' of experience in membership or customer service field2+ years of supervision experience preferredSelf-starter, detail-oriented, with good organizational skillsAble to communicate clearly and positively, verbally and in writingMust be flexible with work scheduleRequires excellent customer service skills with a friendly and positive attitudeDemonstrated ability to meet goals, objectives and deadlinesPassionate commitment to the YMCA mission and communities we serveCPR/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 CrossAmerican Heart AssociationAmerican Safety & Health 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 membersEducate members that the YMCA is a non-profit, charitable organizationPromote 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 participantsAssist with interviewing, hiring, onboarding and training of all member services staff Implement training and onboarding procedures for staff as it relates to customer service, membership and program registrations, and front desk operations Supervise all front desk systems and operations ensuring they are efficient and follow Association standardsServe as Manager on Duty in the absence of Director level or other Leadership staffMonitors members’ behavior and facilities use; ensuring compliance with Santa Monica Family YMCA Code of ConductEnsure proper department communication processes so members, participants, and staff are provided with accurate facility program and membership informationManage 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.Serve as initial point of contact for membership administration, exceptions, special requests, or issuesAddress and resolve member and participant concerns in a professional and timely manner.Gather and review member feedback and disperse with respective departmentsManage inventory of resale items, including purchasing, storing, counting & trackingOversee the rental locker program, including managing active rentals, monitoring payments, clearing and cancelling delinquent lockers, and maintaining accurate locker availability.Process membership adjustments including upgrades, downgrades, membership holds, cancellations received both in person and onlineAssist Financial Assistance Specialist with reviewing and approving Scholarship Applications as necessary.Process program enrollment transfers and overrides when necessaryObserve program activities, enforce safety standards, and apply the appropriate policies and proceduresBe in ratio at the front desk in the absence of a Member Service Representative and/or during busy operating hours or as needed.Other duties as assigned