Welcome Center Coordinator

Essential Functions & Responsibilities

• Greets members, prospective members, and participants warmly, creating a welcoming and inclusive environment 
• Builds relationships by learning and using member names to foster community and support member retention 
• Actively listens to member needs and providesappropriate recommendationsor solutions to enhance engagement and satisfaction 
• Reviews feedback, resolves concerns, and communicates improvement opportunities to leadership 
• Supports membership recruitment and retention efforts by promoting YMCA programs, services, and benefits aligned with member interests 
• Conducts personalized tours, ensures completion of tour cards, and invites prospective members to join the YMCA 
• Assistswith registration for programs, classes, and services using YMCA systems 
• Manages the general inbox and voicemail with the Membership Director, ensuringtimelyresponses and clear documentation 
• Reviews daily updates, promotions, and events to ensureaccuratecommunication
• Balances customer-facing and administrative duties, using downtime productively 
• Provides front desk coverage as needed 
• Helps plan and deliver monthly member benefit experiences, including appreciation events, special activities, member clubs, and social networking opportunities to enhance engagement and retention.
• Oversees the Child Watch program to ensure a safe, engaging environment 
• Supervises Child Watch staff, ensuring adherence to YMCA policies, procedures, and safety standards 
• Assistswith scheduling, staffing coverage, onboarding, and training 
• Monitors program quality and staff performance, providing coaching and feedback
• Ensures accuracy of membership forms and documentation; supports audits with the Membership Director 
• Maintains an organized and efficient Welcome Center workspace 
• Follows all YMCA policies, procedures, and best practices to ensure consistency, safety, and quality service delivery 
• Supports tour procedures, prospecting efforts, and collaborates with leadership and peers 
• Provides support toall departmentsas needed

Qualifications & Requirements

• Associate or bachelor'sdegree preferred
• 1–3 years of experience in customer service, membership services, or administrative roles
• Strong interpersonal and communication skills
• Excellent organizational and multitasking abilities

• Proficiencyin Microsoft Office and CRM or membership management systems
• Ability to work both independently and as part of a team

YMCA Competencies

Mission Advancement

Supports the Mission, Vision, and direction of the YMCA. Displays YMCA values of Caring, Respect, Responsibility, and Honesty. Demonstrates flexibility and openness to change, willingness to try new methods, and contributes to ideas for improvement. Shows commitment to the YMCA mission, conveys enthusiasm for the work, and demonstrates a desire to serve others and meet community needs. Recruits' volunteers and builds supportive, effective relationships.

Collaboration / Community

Understands and embraces the role of volunteers. Helps members and participants connect with others and the YMCA. Practices effective relationship-building techniques and supports fundraising efforts that advance the YMCA mission. Works effectively with individuals of diverse backgrounds, abilities, and perspectives. Communicates clearly and respectfully, listens actively, and demonstrates integrity. Provides exceptional service, responds to concerns with care, and seeks opportunities to enhance member and community engagement.

Operational Effectiveness

Exercises sound judgment and applies learning across situations. Embraces innovation and seeks opportunities to improve the member experience. Establishes goals, plans work effectively, and participates in meetings and required trainings. Demonstrates reliability, punctuality, and adherence to policies and procedures. Uses YMCA resources responsibly and efficiently, follows financial guidelines, and reports irregularities. Strives to meet or exceed goals and deliver high-value service.

Personal Growth

Actively pursues professional development to enhance performance. Demonstrates openness to change and seeks growth opportunities. Maintains self-awareness of strengths and areas for improvement. Possesses the technical knowledge and skills required for the role and stays current with best practices and technology. Welcomes feedback, works collaboratively, and demonstrates a commitment to continuous learning.