Member Services Coordinator - South

Job Description

Job Description

OUR CULTURE:
At the Y, you can channel your passion into a lifelong career helping to deliver positive change. Every day, our staff – of all ages and from all walks of life – work to bridge the gaps in community needs by nurturing the potential of youth and teens, improving our community’s health and well-being, and providing support to our neighbors, by serving others, building strong relationships, and incorporating our YMCA values into our everyday work.

POSITION SUMMARY:
This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. The Member Services Coordinator ensures exceptional member service levels in accordance to the values, mission and policies of the YCMA of the Inland Northwest. They will create an atmosphere that is friendly, courteous, accurate and highly efficient to ensure participant/member satisfaction and retention through outstanding service delivery. The Member Services Coordinator responds to member and guest needs, promote memberships and programs, supervises the membership staff team, and maintains cleanliness and organization of the service area.

ESSENTIAL FUNCTIONS:

1. Directs the overall front desk operation, ensuring proper implementation of front desk procedures with emphasis on exceptional member and guest service. Identify/anticipate important customer service issues and prioritize tasks accordingly.
2. Recruit and hire Member Services staff, maintain training and development programs, reviews and evaluates staff performance, and develops strategies to motivate and retain staff, while ensuring appropriate staffing levels for regular shifts and substitute coverage.
3. Uses proficiency in YMCA programs, software systems, and services to coordinate and promote phone, web, and walk-in program and membership registration.
4. Promotes program and membership enrollment in interactions with existing and potential members.
5. Develops and directs high quality member engagement strategies, marketing and communication efforts, and programs which support branch and Association mission, goals, and strategies.
6. Engages in relationship-building with members, meeting with members regarding membership assistance opportunities, coordinating member appreciation events, and developing rewards programs.
7. Model, observe and evaluate workers’ professional appearance, performance, and behavior to ensure quality service and compliance with YMCA standards.
8. Serve as a member of the branch leadership and Membership Core teams, modeling excellent listening and communication skills with staff, YMCA departments, and community organizations to retain members and increase participation in fundraising.
9. Collaborate with Branch Leadership to set, monitor, and achieve Membership budget goals.
10. Coordinates with the business office as necessary on financial transactions, cash handling procedures, and other business functions.
11. Collaborate with the Marketing/Communications Department to develop member communication material, brochures, and in-house information.
12. Enforce YMCA Code of Conduct with sensitivity and tact.
13. Services at the Member Service Desk or as the Evening/Weekend Manager as needed.
14. Update and maintain member service staff compliance records, ProShop ordering and member service-related supplies.
15. Actively participates in annual fundraising campaign events and projects, encouraging staff and members to get involved in the promotion of YMCA programs, memberships, and collection of donations.

QUALIFICATIONS:

• Bachelor's degree in Business, Communication, Marketing, or related field preferred.
  • May be substituted with at least four years of work experience in a related field
  • May be substituted with an associate degree and at least two years of work experience in a related field
• Management and supervisory experience in customer service or retail field preferred.
• Displays strong verbal and written communication skills and relationship-building skills.
• Utilizes computer skills and has experience with standard business software.
• Ability to develop positive, authentic relationships with people from different backgrounds
• Completion of YMCA program-specific training upon hire.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This position is a primarily daytime position, Monday-Friday, but occasional nights and weekends will be required. Overtime hours will occasionally be necessary.
• While performing the duties of this job, the employee is regularly required to interact with others through oral comprehension and expression.
• The employee is regularly required to engage in active listening and speech recognition.
• The employee is regularly required to use computers and telephones.
• The employee is occasionally required to travel between multiple YMCA branches using a personal vehicle.
• The employee is often required to move around the facility.
• Specific vision abilities required by this job include near vision.
• The noise level in the work environment is usually moderate.

DIVERSITY STATEMENT
The YMCA of the Inland Northwest commits to being an inclusive organization for all. Driven by our mission and values of Caring, Honesty, Respect and Responsibility we actively work to close equity gaps for marginalized and underserved groups. We are inspired to elevate social justice issues facing our community, remove systemic barriers, welcome cultural diversity, and create equity for those in greatest need. Through collaboration with our diverse community partners together we work to effect meaningful change. In all things, we are dedicated to ensuring our Y is a safe, welcoming place for all people to be, belong, and become. The YMCA of the Inland Northwest provides Equal Employment Opportunities (EEO) to all employees and applicants.

STARTING PAY: $21-$22 per hour, depending on experience

WHAT YOU GET FROM WORKING AT THE YMCA:

• Frequent opportunities to makes a difference in the lives of youth, adults, and senior members
• Family YMCA membership with program discounts available
• Paid sick time accruing at 1 hour every 40 hours worked
• Medical, Dental Insurance, Flexible Spending Accounts for Medical or Dependent Care, Long Term Disability, and Life Insurance. Medical Insurance starts at $45/month for employee-only coverage.
• 10 paid holidays per year
• Paid vacation time accruing at 10.66 hours a month (starting at 16 days per year)
• Up to two hours of Child Watch services per day, per child while employee is on site and working
• Flexible schedules that work for YOU
• Something new and exciting to learn and work with every day
• Retirement plan with 8% employer contribution after 2 years of service (1,000 or more hours worked required in each anniversary year)

The happiest and most fulfilled Y staff are motivated to help others and want to be a part of something larger than themselves. Join our team! Come be a part of a charitable, mission-driven organization that works for individual and community well-being for all, for a better us.

Apply today!