Job Details

Careers by Empowering Futures, Building Communities

Imagine going to work each day knowing that your efforts positively impact individuals and communities. As a global movement and the nation's leading nonprofit organization dedicated to strengthening communities through youth development, healthy living, and social responsibility, the YMCA of Greater San Francisco offers more than just a job—we offer a career with a future and the opportunity to make a lasting difference in your community. At the Y, you can uncover your passion and build a lifelong career addressing some of the nation's most pressing social issues.

Our Organizational Culture

At the YMCA of Greater San Francisco, we are committed to demonstrating values that aim to building strong communities where you can Be, Belong and Become. With Truth & Courage, we strive to understand and act on individual and societal truths. We ensure a safe and inclusive environment with Authenticity & Accessibility, allowing everyone to participate according to their needs. Our approach is Dependable & Creative, as we respond to community needs through strong partnerships. Above all, we embody Dignity & Empathy, treating everyone with respect and compassion, and recognizing the inherent dignity in all individuals.

Position Summary

Under the direction of the Membership Director, the Membership Coordinator is responsible for creating a positive and meaningful YMCA member experience, from the first point of contact through ongoing engagement with current members. This role includes overseeing and providing continuous training to staff to enhance customer service, improve tour quality, and effectively implement membership sales strategies. The Membership Coordinator position combines direct service with approximately 8 hours of administrative tasks per week, depending on the season. Administrative responsibilities include managing and publishing the staff membership schedule and approving employee timecards.

In addition, the Membership Coordinator will apply the YMCA's Member Engagement Principles—welcome, connect, support, and invite—in interactions with members and guests, while maintaining a strong knowledge of the facility, programs, and activities. This role also involves ensuring a safe, clean, and accessible environment, fostering positive relationships with members, program participants, and families. The Membership Coordinator may also be part of a Member Engagement POD service line.

Job Responsibilities

• Demonstrate positive, welcoming communication with members at the initial point of contact.
• Conduct meaningful conversations with prospective and current members to determine eligibility for the Membership for All program (financial aid).
• Encourage members to visit the site and explore offerings before canceling or placing their account on hold.
• Connect members to available features and benefits through membership programs.
• Support members with questions, comments, requests, or other needs throughout the day.
• Assist the Membership Director in leading monthly member engagement activities at the branch.
• Ensure the needs of YMCA members are addressed and met.
• Train, coach, and track membership staff on effective tours and member engagement on a quarterly basis.
• Collaborate with the Membership team to provide effective tours for prospective members.
• Hold membership staff accountable for tracking prospects via Traction Rec (including tours, phone calls, and walk-ins).
• Ensure Membership staff are held accountable for meeting monthly KPI goals for the branch and Membership POD.
• Answer phone calls, respond to voicemails, and reply to membership-related emails.
• Conduct and track monthly assessments of the Membership team using the membership observation guide.
• Lead monthly membership staff meetings, including creating agendas and organizing activities.
• Create and maintain the membership staff schedule, ensuring coverage for time off and last-minute absences.
• Approve Membership staff timecards on time, twice a month.
• Collect membership and program payments as needed.
• Manage member facility entrance protocols.
• Stay informed about YMCA programs, services, schedules, and other offerings.
• Maintain certification in Traction Rec.

Facility & Safety Management

• Maintain a clean, safe, and accessible wellness floor, including monitoring fitness equipment and safety.
• Manage foot traffic flow in and out of the facility.

Scheduling & Program Support

• Schedule members for reservable wellness services, such as Group Exercise classes.

Qualifications

• High school diploma or equivalent
• Availability on weekdays, evenings, and weekends
  • Schedule:
    • 5 days a week, with 1 weekend day
    • Shifts ranging from 7am – 7pm
• 2+ years of customer service experience
• 2+ years of supervising a team
• Proficiency in computer use, including Microsoft Office 365 Suite

Preferred Qualifications

• Bilingual in Spanish, Cantonese, Mandarin or other languages

Work Environment & Physical Demands

The Membership Coordinator position is performed in a fast-paced, dynamic environment, with frequent interaction with members, staff, and the public. The role involves working at various locations within the facility, including the membership desk and office spaces.

The position requires the ability to stand for extended periods, as well as occasional bending, reaching, and lifting up to 50 pounds. The Membership Coordinator will need to manage multiple tasks simultaneously and adapt to changing priorities. The role may involve occasional outdoor work for extended periods, depending on the location and specific duties.

Disclaimers

• Must successfully complete a background screening, including criminal and employment verification. Some positions may also require a credit check.
• All duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA of Greater San Francisco promotes an equal employment opportunity workplace, which includes reasonable accommodation for otherwise qualified disabled applicants and employees.
• This job description may not be all-inclusive, and employees are expected to perform other duties as assigned by management. Job descriptions and duties may be modified by management as needed.
• Job offers are conditional and contingent upon background clearance. Pursuant to the San Francisco Fair Chance Ordinance and CA Fair Chance Act, we will consider qualified applicants with arrest and conviction records for employment.

Salary Description

The Membership Coordinator position offers a compensation range of $24.00 – $30.00 per hour. This rate is based on salary benchmarking for similar roles and is aligned with grant fund approvals and requirements for the position.