Membership Recruitment Coordinator - Tier I

The Membership Coordinator reports to the Head of Membership Billing & Retention and serves as a frontline representative responsible for supporting new club member acquisition through high-volume inbound and outbound communication. This hourly, non-exempt position operates in a structured, metrics-driven, call center–style environment and focuses on delivering consistent customer service while contributing to membership enrollment goals.

Essential Duties & Responsibilities

Duties include, but are not limited to:

• Handle a high volume of inbound calls, emails, and digital inquiries from prospective members

• Conduct outbound phone and email outreach to assigned leads and prospect lists

• Qualify prospective members using established criteria, scripts, and workflows

• Educate prospects on club membership offerings, pricing, and benefits

• Schedule tours and ensure timely follow-up communication

• Support the enrollment process by guiding prospects through next steps and required documentation

• Accurately document all interactions, outcomes, and follow-up actions in Salesforce or other CRM systems in real time

• Adhere to established call quality standards, scripts, and customer service guidelines

• Participate in call monitoring, coaching sessions, and Quality Assurance (QA) reviews

• Manage multiple tasks simultaneously while meeting productivity and quality expectations

• Provide consistent, professional service while working under time constraints

• Support occasional on-site or community events as scheduled

Performance Metrics (KPIs)

Performance in this role is measured using objective, job-related metrics, which may include:

• New Club Member Acquisitions : Number of new memberships enrolled within a defined period

• Lead-to-Member Conversion Rate : Percentage of qualified leads converted to new members

• Inbound and Outbound Call Volume : Daily and weekly call activity targets

• Average Handle Time (AHT) : Efficient management of calls while maintaining service quality

• Follow-Up Timeliness : Completion of required outreach within established timeframes

• CRM Accuracy & Compliance : Timely and complete documentation of all prospect interactions

• Quality Assurance (QA) Scores : Adherence to call scripts, service standards, and compliance guidelines

KPIs are tracked at the individual level and reviewed regularly with the Membership Manager to support coaching, development, and performance improvement.

Schedule & Work Expectations

• Hourly, non-exempt position

• Open availability required; may include evenings, weekends, and holidays

• Overtime may be required based on business needs and is compensated in accordance with applicable laws

• Reliable and predictable attendance is an essential function of this role

Required Qualifications

• 1+ year of experience in a call center, customer service, or inside sales environment preferred

• Comfort handling high volumes of inbound and outbound calls

• Strong verbal and written communication skills

• Ability to work in a performance-based, metrics-driven environment

• Experience using CRM systems (Salesforce preferred)

• Strong organizational skills and attention to detail

• Ability to follow established processes, scripts, and quality standards

• Ability to multitask, prioritize, and manage time effectively

• Commitment to delivering high-quality customer service

• Undergraduate degree preferred but not required

Physical & Work Environment Requirements

• Ability to sit or remain stationary for extended periods

• Ability to work at a computer and communicate via phone or headset for prolonged periods

• Ability to attend occasional off-site events as required

Compensation & Benefits

• Competitive hourly pay

• Paid time off (vacation and sick time)

• Medical, dental, and vision benefits