Responsible for the day to day functioning of the Welcome Center, ensures consistent, superior customer service and member satisfaction which results in the maximization of member enrollment, program participation and long term retention.
Areas of Responsibility:
- Creates a warm and welcoming environment for all who enter the building, communicate and build relationships with members
- Acts as a role model trainer and lead to other Membership staff
- Provide orientation and training to new Welcome Center staff
- Develops and implements processes and procedures to ensure high-quality customer service
- Promote and sell membership and programs to new and existing members, work collaboratively with Program Directors to meet enrollment goals
- Manage phone, walk-in and online registrations
- Develop and keep current all internal communication regarding Welcome Center operations to branch and Membership team
- Membership and program input, record keeping and reports related to membership and financial receipts at the Welcome Center
- Implement practices and tools to meet acquisition goals, including tracking traffic, giving tours, closing sales and monitoring cancellations, process refunds and where possible, work towards termination recovery
- Record and track financial aid as approved by Membership Director
- Assist in the implementation of branch membership acquisition plan, local plan tactics and generation of sales
- Assist Membership Director with prospecting, securing and servicing Corporate memberships
- Conduct new member orientations.
- Support new member acquisition and current member retention events
- Resolve member complaints in a positive and expedient manner
- Schedule staff to ensure adequate coverage at the Welcome Center at all times and approve time cards for payroll
- Coordinate and track mandatory trainings as assigned
- Order supplies and ensures that equipment is functional for Welcome Center at all times
- Provide Social Media support (gather photos/stories etc.) as assigned
- Support Membership Director with supervision of other staff (i.e. Child Watch) as assigned
- Attend meetings as assigned
- Other related duties as assigned
Educational Background:
High school diploma or equivalent required; college or advanced course work preferred.
Skills/Experience:
- Three - five years in a customer service role or related field preferred.
- Communicate clearly and concisely, verbally and in writing.
- Computer skills required, including ability to learn new software, running reports, analyzing data, ability to utilize social media.
- Represent the YMCA in a mature and professional manner, and use a customer-focused approach to resolve concerns.
- Establish and maintain cooperative relationships with members, staff, and others contacted in the course of the work.
- Ability to work well under pressure with multiple competing priorities.
- Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs.
PHYSICAL REQUIREMENT:
- Must be able to stand for long periods of time as well as work and train on a computer
- Must be able to bend and stoop occasionally.
- Must be able to lift up to 20 pounds occasionally.
Compensation/Benefits:
- Retirement Plans
- YMCA Membership
- Employee Referral Bonus
- Health Insurance Benefits
- TOPTime (time off with pay)
Salary: $33,000.00
How to Apply:
Job Function:
Organization Info
Listing Stats
Post Date:
Jul 16 2019
Active Until:
Aug 16 2019
Hiring Organization:
YMCA of the USA
industry:
Nonprofit