Membership Coordinator

Job Details: Job Location: Patti Johnson Wilson Center - Tulsa, OK, Position Type: Full-Time/Part-Time, Education Level: High School, Salary Range: $14.00 - $14.00Hourly, Job Shift: Any, Job Category: Customer Service,
Job Title: Membership Coordinator                                                                     Department: Membership

Reports to: Director of Member Experience & Engagement       FLSA Status: Non-exempt

Salary: $14/hr

Job Summary:

The Membership Coordinator is the first point of contact for members and guests, responsible for creating a welcoming, engaging environment at YWCA Tulsa fitness centers. This role includes delivering exceptional customer service, managing membership inquiries and transactions, and supporting member engagement and retention. The Membership Coordinator plays a key role in fostering a positive and inclusive community.
Current schedule is Monday/Wednesday 12:00pm-8:00pm, Thursday 9:00am-12:00pm, Friday 12:00pm-7:00pm. 
Flexibility is needed as this position will cover other shifts if employees are on vacation, sick, or otherwise available. This includes opening at 5:00am. 

Principal Duties and Responsibilities:

Member Experience & Customer Service

Create a welcoming, professional, inclusive, and service-focused environment for all members, guests, and program participants.
Serve as a primary point of contact for members and guests, providing accurate information regarding memberships, programs, services, facility policies, schedules, and upcoming activities.
Respond to phone, email, and in-person inquiries in a timely and professional manner.
Address member questions, concerns, and service issues, resolving them when appropriate and escalating concerns to management when necessary.
Educate prospective members on membership options, benefits, programs, and services and assist with membership enrollment and related transactions.
Conduct facility tours and new member orientations, providing an overview of facility amenities, policies, equipment, programs, and services.
Support membership growth and retention by following up with prospective and current members, building positive relationships, and connecting members with programs and services that align with their interests and needs.
Assist with member appreciation activities, promotional events, and engagement initiatives designed to strengthen the member experience and sense of community.
Identify and communicate member feedback, recurring concerns, and opportunities to improve the member experience to leadership.

Front Desk & Facility Operations

Maintain an organized, professional, and welcoming front desk, lobby, and fitness environment.
Complete member check-in and other front desk procedures accurately and consistently.
Follow established opening, closing, and shift procedures as assigned.
Maintain awareness of daily facility schedules, programs, classes, events, closures, and operational updates to provide accurate information to members and guests.
Complete routine facility walkthroughs and monitor facility activity for safety, cleanliness, maintenance, equipment, or operational concerns, addressing or reporting issues according to established procedures.
Assist members with basic questions regarding fitness equipment and facility use while remaining within the scope of the position.
Follow established emergency procedures and organizational protocols and respond appropriately to incidents within the scope of training.

Administrative & Team Support

Maintain accurate and confidential membership records, transactions, reports, and other required documentation.
Communicate relevant member concerns, incidents, facility issues, and shift information to appropriate team members and leadership.
Utilize Microsoft Teams and Outlook as primary tools for team and organizational communication during scheduled shifts, including reviewing and responding to relevant messages, emails, announcements, and operational updates.
Collaborate with Health & Wellness staff and other departments to support programs, events, promotions, and organizational initiatives.
Maintain current knowledge of organizational policies, membership procedures, programs, promotions, and services.
Participate in required staff meetings, trainings, and professional development.
Perform other related duties as assigned in support of membership operations and the overall member experience

Qualifications: Required Skills/Abilities:

Strong customer service skills with the ability to create a welcoming, professional, and inclusive experience for members, guests, and program participants.
Strong verbal and written communication skills, including the ability to communicate professionally and effectively with members, coworkers, and leadership.
Basic proficiency with Microsoft Office/Microsoft 365 applications and the ability to learn and effectively use membership management systems and other technology platforms required for the position.
Ability to manage multiple priorities and responsibilities in a busy, member-facing environment while maintaining professionalism and attention to detail.
Ability to exercise sound judgment, problem-solve, and appropriately resolve or escalate member concerns and operational issues.
Ability to work independently with limited direct supervision while also communicating and collaborating effectively as part of a team.
Ability to follow established policies, procedures, emergency protocols, and facility expectations consistently.
Ability to interact professionally and respectfully with individuals of all backgrounds, identities, abilities, and levels of familiarity with health and wellness environments.
Current CPR and First Aid certification or willingness to obtain required certification within the established timeframe following hire and maintain certification throughout employment.
Ability to work a flexible schedule based on operational needs, which may include early mornings, evenings, weekends, holidays, and special events.
Commitment to YWCA Tulsa's mission, values, and community-focused goals.

Preferred

1-2 years of experience in customer service, membership services, fitness or recreation facilities, hospitality, or administrative roles.
Experience using membership management, point-of-sale, scheduling, or customer relationship management systems.
Experience with Microsoft Teams, Outlook, and Microsoft 365 in a professional environment.
Fluency in Spanish or another language commonly spoken within the communities served is a plus.

Education/Experience

Required

High school diploma or equivalent.
Equivalent combinations of education, experience, and demonstrated skills may be considered.

Physical Requirements:

Work is performed in an active fitness and community center environment with regular interaction with members, guests, and staff.
Requires regular standing, walking, and sitting throughout the shift, including movement throughout the facility.
Must be able to lift, carry, push, or move items weighing up to 25 lbs.
Frequent use of computers, phones, and other office or membership technology.
Ability to communicate effectively in person, by phone, and through electronic communication.
Ability to work in an environment with varying levels of noise, activity, and interruptions.
Requires awareness of the surrounding environment to identify and respond appropriately to member needs and facility or safety concerns.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Required competencies and expectations:

To perform the job successfully, an individual should demonstrate the following mission centered competencies as they relate to YWCA Tulsa core values:

Community: We center people in our program design; we engage the Community in our decisions, and we partner with others to achieve the greatest impact.
Advocacy: We are committed to creating space for voices to be heard.
Respect: We care about each other and treat each other with dignity and value. We believe that authentic, respectful relationships lead to learning and growth.
Empowerment: We empower each other [and the community/those we serve] to have a voice and create change.
Equity and Inclusion: We build diverse, welcoming, and inclusive spaces within our walls and in the world.
Excellence: We set and achieve ambitious goals.

Data Competency:

YWCA team members are expected to demonstrate knowledge of their data and how it relates to their scope of work. Every team member is responsible for the collection of data and the expectation is that this information is reflected upon and used for decision making, serving clients where applicable and adjusting processes when needed. Team members are responsible for entering data accurately, timely and consistently and ensuring that they are aware of goals and objectives related to their position. YWCA team members are expected to synthesize and apply their data to advance our mission and ensure they are reporting progress to their direct supervisors in weekly meetings where they will use data to create action plans, work strategically, and analyze any gaps or areas of need.

Communication Competency:

YWCA team members are expected to communicate clearly, effectively, and in a collaborative manner. YWCA staff are expected to utilize a variety of communication tools, including but not limited to email, TEAMS messages, telephone and in person conversation. It is expected that communication is responded to within no more than 48 hours. YWCA staff will communicate timely and respectfully with staff, stakeholders and clients.

Mission-Centered competency:

YWCA staff are expected to remain focused on our mission while making strategic decisions for their position. YWCA staff embrace a growth mindset and are proactive problem-solvers who demonstrate competency in their position. Accountability, adaptability and collaboration are expected of all YWCA staff members.  YWCA staff utilize their time effectively, meet deadlines and attend all YWCA meetings, functions and activities when it is an expectation of the position.  YWCA staff consistently demonstrate the ability to respect and maintain the privacy of sensitive and confidential information and use best practices to protect that information.