The Member Service Director is responsible for managing front desk operations at their YMCA ensuring members and guests receive exceptional customer service making their visit the best part of their day. The incumbent will hire, onboard, train, develop and retain the branch member service team while modeling and leading quality customer service. They ensure that membership administration operates efficiently and employ a continuous improvement model.
Areas of Responsibility:
- Be an advocate and key leader for exceptional customer service and communication in the branch.
- Hire, onboard, train, develop and retain Member Service Staff and Member Service Advisors.
- Lead the training for branch team members on customer service/onboarding and the member management system.
- Manage front desk operations ensuring efficient administrative processes while employing a continuous improvement process for the front desk procedures.
- Be empowered to resolve customer/member complaints.
- Support new membership sales by conducting tours for potential new members.
- Support and implement member engagement events and promotional activities.
- Prepare and manage the member service budget to ensure goals are achieved.
- May be responsible for member communication activities which may include but not limited to branch newsletter and branch web site determined by the Branch Executive Director.
- Serve as a member of the branch management team performing specific duties which support the overall success of branch operations.
Educational Background:
Undergraduate degree or equivalent relevant experience.
Skills/Experience:
- Minimum of three (3) years customer service experience.
- Minimum of one (1) year of supervisory experience.
- Ability to manage a budget and financial resources.
- Excellent customer service, problem solving, interpersonal and organizational skills.
- Strong leadership skills.
- Must be self-directed, motivated, and creative.
- Ability to work with diverse populations.
- Ability to work a flexible work schedule.
- Computer skills in Microsoft WORD, Excel, and PowerPoint
- Must be CPR and First Aid certified or willing to become certified within the first 30 days of employment. (Certification classes available upon employment.)
Preferred
- Multi lingual
Work Conditions:
- Must be able to provide facility tours.
- Must be able to travel locally to attend meetings.
- Ability to work in a fast paced and changing environment.
- Ability to respond to emergency situation in a calm and efficient manner.
Compensation/Benefits:
Salary: $47,000.00 - $51,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
Jul 10 2018
Active Until:
Aug 10 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit