Job Description

Job Title: Membership Services Coordinator

Ideal Candidate:
This applicant is a warm and outgoing individual with experience in a fast-paced administrative/customer service/sales environment. Main responsibilities will include focus on the membership experience, customer service, sales, Service Desk, events/rentals and ensuring that standards of practice are met daily.

Additional responsibilities include setting the organizational standard for customer engagement and serving as a communication channel between members and the staff professional team. Prior customer service experience in a non-profit/hospitality environment preferred.

Must be flexible with days and evenings, events and some weekends.

Job Summary:
The Membership Services Coordinator plays a key role in member onboarding, engagement, and retention, serving as a vital point of contact for member interactions. Working closely with the Membership Services Director, this individual supports high standards of customer service at the Service Desk and contributes to staff training, membership sales, data entry, accounting/collections, and event planning. They respond to member inquiries, comments, and suggestions, helping to ensure a positive and informed experience. The ideal candidate is well-versed in programs and services, able to communicate departmental information clearly, and demonstrates strong administrative, organizational, and independent decision-making skills. Success in this role requires initiative, teamwork, and the ability to build warm, professional relationships with staff, members, guests, and program participants.

Essential Functions
➢ Member onboarding, experience/relationships, communication and retention
➢ Efficiently handle the check-in/onboarding processes for members/guests and ensure all SOP’s are being upheld by Service Desk staff
➢ Receive/Manage/Forward member requests, feedback and complaints effectively and in a timely manner.
➢ Data entry and registration of membership for membership and programs, including change forms, guest forms and other various responsibilities with the data systems.
➢ Focus on the membership experience and member retention through various avenues (phone calls, events, one-one conversations, activities)
➢ Give Sales Tours and present membership information to prospective members while discussing other areas.
➢ Be knowledgeable and educate members about all current and upcoming programs and activities offered.
➢ Promote services and activities in various lines of communication (phone, email, verbal)
➢ Ensure that the Service Desk team and all flyer/schedule/promotional areas throughout building have current information and marketing materials for all programs/membership
➢ Maintain Promotional Materials for tours of all programs.
➢ Work with Marketing Director on membership promotion and membership marketing
➢ Work closely with Membership Services Director; hire/train/schedule and supervise the Service Desk Team
➢ Work closely with Membership Services Director on events and rentals as part of the membership service department.
➢ Assist the Director if overseeing Service Desk team and ensure all Customer Service expectations are being met and maintained
➢ Assist the Director in creating a warm welcoming professional environment at the Service Desk for all members/guests entering.
➢ Work cooperatively and keep open communication with all departments, including security team.
➢ Maintain a positive “open door” rapport with Service Desk team and ensure our positive organizational culture is maintained
➢ Work as part of the team overall and as part of the team for various organizational functions/events throughout the year.
➢ All other duties as deemed necessary by Supervisor and the executive team.

Minimum Job Requirements:
Education: Associates Degree or a BA preferred

Experience:
4+ years in administrative/customer service and supervisory/management experience a plus

Specific Skills:
Customer Service, Interpersonal Communication (Written and Verbal), Basic Computer (Microsoft Office/Outlook), Calendar Management, Basic Accounting and Handling of Monies, Multitasking, Self-Motivated, Anticipates Needs and Highly Organized, Comfortable with learning/using Data systems.