Membership Services Coordinator

Reports To: Executive Director and Membership Director

Work Location: Cortland County Family YMCA

FLSA: Non-exempt – Full-time

Salary: $12.75/hr with PTO

Work Schedule: Monday through Friday, 9:30-2:30 (4:30 on Wednesdays), with additional hours up to 35 hours a week. 

A Career with a Cause:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intention every day. Our mission is to put Christian principles into practice through programs that build healthy spirit, mind, and body for all. The Y strengthens the foundations of communities and families through our key areas of focus; youth development, healthy living, and social responsibility and our core values of caring, honesty, respect, and responsibility. We are committed to this cause because a strong community is achieved when we invest in our children, health, neighbors, and values.

We are welcoming: we are open to all. We are a place where you can belong and grow. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Position Summary:

This position supports the mission and work of the Y, a leading nonprofit, charitable organization. The Membership Services Coordinator assists in the management and supervision of the Member Service Desk, as well as the supervision of the custodial personnel. The incumbent must maintain a clean, sanitary, welcoming environment for YMCA members, as well as maintaining a supportive, positive atmosphere that welcomes and respects all individuals, responds to member and guest needs, and promotes memberships and programs. The Membership Services Coordinator provides direct leadership and assures the well-being for each participant and staff in line with YMCA of the USA guidelines and association policies in accordance with their training.

The essential functions of this position include, but are not limited to the following:

  • Models and teaches the YMCA core values of caring, honesty, respect, and responsibility with members, colleagues, staff, guests, volunteers, and vendors.
  • Assists with all supervision of Membership staff, including: recruitment, hiring, training, evaluation, human resources and payroll functions, recognition, and discipline of employees; scheduling and facilitating staff meetings, and trainings; addresses complaints; supports staff in achieving their goals through motivational support and guidance; and resolves problems effectively with the support of their direct supervisor.
  • Assists with overseeing Membership Services including: risk management in accordance with YMCA guidelines, supports and directs staff in promoting program and membership enrollment, and interactions with members and guests. Coordinates program registration with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
  • Manages membership staff schedule, including coordinating shift coverages as needed. 
  • Communicates with staff, participants, and members in a timely and professional manner and answers questions that will support a positive experience with the Y.
  • Maintains physical presence at all times while on duty, monitors and administers safety checks, remains aware of surroundings and participants ensuring a pleasant, professional, and safe membership environment. Up to 75% of the work schedule will be in direct service to the Membership Director.
  • Maintains Member Service area, equipment, and supplies in an orderly and safe manner. 
  • Knows, follows, and enforces all YMCA policies, rules, regulations, and procedures, including emergency and safety procedures, and those for the prevention of child abuse; and supports other staff to do the same.
  • Is an active leader in membership retention goals and the Annual Giving Campaign.
  • Attends all mandatory meetings and trainings.
  • Perform supervisory and management activities as directed by the Executive Director.
  • Recruit, hire, and train custodial staff to cover all custodial areas and employ temporary services when needed.
  • Supervise, evaluate, and schedule custodial staff to accomplish all duties with the highest quality and cleanliness possible.
  • Purchase cleaning supplies/equipment at an economical price and forecast usage of materials needed to complete tasks.
  • Anticipate cleaning needs and schedule accordingly.
  • Report ALL necessary repairs to the Executive Director.

Experience, Education, and Qualifications:

  • High School Diploma, equivalent, or relevant work experience
  • Minimum of three years of customer service experience and staff supervision
  • Associates Degree in a related field preferred
  • Proven track record of building program participation and relationships with members, participants, and volunteers
  • Excellent interpersonal skills are critical and essential to the success of this position
  • Demonstrates excellent planning, organizational, attention to detail, and time management skills
  • Proficiency in a variety of software applications including but not limited to Microsoft Office
  • Possesses and demonstrates excellent customer service, decision-making, problem solving, team oriented, and critical thinking skills
  • Demonstrates leadership skills in an outgoing, friendly, assertive, professional, and mature manner
  • Effective communication skills necessary to inform, counsel, motivate, and support members and staff
  • Must be observant, safety-conscious, and able to react calmly and quickly in an emergency
  • Able to work flexible schedules

Trainings & Certifications:

Must complete New Employee Orientation, Blood borne Pathogens, and additional training prior to start of position.

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Position requires sitting for extended periods of time and repetitive data entry. Ability to perform all physical aspects of the position.

To Apply: 

Please email your resume and cover letter to margo@cortlandymca.org.