Under the supervision and direction of the Senior Director of Membership and Wellness, and as a member of the Wallingford Family YMCA’s leadership team, the Member Services Coordinator shall be responsible for all day to day functioning of the Member Services Department as well as giving leadership to all activities of the Member Services Department. This person will oversee Member Services staff, Choate Fitness Center staff, and Managers on Duty to ensure consistent, superior service procedures to maximize member enrollment and program participation. The Member Services Coordinator, working as part of the Membership Team, will deliver professional customer service and relationship building skills to create a welcoming environment at the YMCA. The Coordinator will follow the practices of Living Our Cause and will exhibit the core values of caring, honesty, respect and responsibility in all aspects of their work with the YMCA. The end result will be a positive impact on membership and program enrollment, satisfaction and retention, and a strong, effective and highly motivated staff team. In collaboration with their supervisor, the coordinator will work to establish a clear and consistent representation of the Y’s mission for all members, guests, and community participants.
- Be a role model in welcoming people to the Wallingford Family YMCA and connecting people to the YMCA’s cause by following the practices of Living Our Cause.
- Be familiar with the mission statement and core values of the YMCA. Model the core values while working and communicating with other staff members.
- Actively listen, reflect and respond to customer questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately.
- Provide accurate information about membership, programs and services.
- Recruit, hire, train and supervise staff.
- Provide leadership for the continued improvement of all Welcome Center services to include member and constituent relations, information and program registration.
- Responsible for accurate entry of all membership/program records and accurate cash controls by Member Services staff. Monitor through ongoing audit.
- Responsible for inventory control and purchasing for YMCA store and Member Services operations.
- Monitor temporary signage in the building for current information, accuracy, brand compliance and professional look.
- Run and analyze membership reports as this relates to Member Services operations.
- Follow and enforce all YMCA procedures and policies, including personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.
- Assist in fundraising efforts and the Community Support Campaign, with a focus on Members as Donors.
- Responsible for internal presentation and displays.
- Assume other responsibilities as deemed appropriate by supervisor.
- 4 years minimum customer service experience; 2 years minimum supervisory experience
- Strong communication skills, including excellent written and oral skills and the ability to actively listen
- Excellent customer service and problem-solving skills
- Organizational and supervisory skills, a good understanding of administrative procedures and organization, income production, expense control, maintenance of accurate records and computer services
- Ability to delegate appropriate responsibilities to the staff
- Ability to establish and maintain harmonious relationships with staff, volunteers, YMCA members and the general public is essential
- A willingness to commit to the mission of the YMCA
- Certification in First Aid, CPR and AED are required within 90 days of hire
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.
- Office/recreational environment. Intermittent sitting, standing, walking are required.
- Sufficient agility, mobility and strength, including the ability to lift up to 50 lbs., to perform essential functions and to supervise program.
- Hours will include evening and weekend work.
- Reliable transportation and travel among local branches will be required.
Salary: $30,000.00 - $32,000.00