The Membership Director shall be responsible for all operations of the member services as well as providing supervision and leadership to member services staff. This position will provide direction to the member services staff to ensure a high level of customer service procedures to maximize member enrollment and program participation.
Areas of Responsibility:
- Availability to work varied hours; early mornings, days, evenings and weekends.
- Directs and oversees all operations related to member services desk.
- Maintain an organized and clean member services desk and lobby area.
- Recruit, hire, train, develop, supervise and evaluate member services responsibilities.
- Responsible for training of Manager on Duty (MOD) in member services duties.
- Coordinates member services staff schedule and assist in double coverage and other shifts as needed.
- Compile, approve and submit staff time sheets per each pay period.
- Ensure member services staff has current YMCA and/or required professional certifications.
- Follow, teach and reinforce department staff all child abuse procedures regarding risk management and appropriate response to allegations or incidents of abuse.
- Assist in the development and review of policies, procedures, and training manuals as it relates to member services.
- Demonstrates fiscal responsibility by developing and managing the membership budget to achieve revenue targets and expense controls.
- Ensures a high level of customer service which enhances the member, guest and program participant experience and satisfaction.
- Work cooperatively with other lead staff in developing customer service training for support staff.
- Responsible for monitoring member and guest access to the facility and program areas.
- Responsible for prompt and accurate notification of cancelations, closings, etc. through text alerts, email, Facebook and other appropriate means of communication.
- Proficient in Dakxo operations and understand and communicate updates to software and provide training and support to all staff.
- Assist with program/class set-up; enter/input registrations, memberships, programs and daily fees.
- Responsible for locker rental procedures and process.
- Review, develop and implement new member process.
- Primary point of contact for facilitating member tours, orientations and enrollment processes.
- Responsible for accurately maintaining all membership/program records and receipts.
- Responsible for membership processes including but not limited to: posting/daily work, audit all transactions, process member changes, membership holds, membership terminations, input and update member data, monthly status reports, membership renewals/age reports, etc.
- Generate letter for renewals and rate adjustments.
- Generate usage reports and submit them to corporations and insurance companies.
- Generate, audit and manage monthly bank drafts, returns and receivables.
- Enter and track subsidies; staff, trade, scholarships, etc.
- Generate reports per department requests.
- Process insurance reimbursements.
- Review, process and award scholarships.
- Monitor temporary signage in the building for current information that is accurate and maintains a professional look.
- Work with departments to compile and keep accurate and up to date facility and program information in Timewise and communicate department information to member services staff (blog, Monday Minute, etc.).
- A willingness to commit to the mission of the YMCA.
- Working with all staff promoting YMCA membership, programs and services.
- Promote and incorporate the YMCA’s mission, four core values and areas of focus into all membership and program activities.
- Ability to establish and maintain harmonious relationships with staff, volunteers, members and the general public.
- Responds to all member and community inquires and complaints in a timely manner.
- Responds to emergency situations in accordance with CPR, First Aid and Aberdeen Family YMCA policies and procedures. Completes incident and accident reports as required.
- Be involved in community activities to the benefit of the YMCA and its programs.
- Attend and participate in staff meetings and/or related meetings and approved trainings.
- Involved in the marketing and distribution of program information.
- Positively communicate information on all YMCA programs.
- Assist with special events as needed.
- Actively participates in YMCA events.
- Work Manager on Duty (MOD) shifts as assigned.
- Complete other duties as assigned.
Educational Background:
Associate’s degree or work equivalent in related field required.
Skills/Experience:
- Excellent written and oral communication skills.
- Experience working in customer service field.
- 1 year of supervisory experience.
- Excellent customer service skills.
- Ability to work as a team leader.
- CPR-PR (CPR for the Professional Rescuer) Certification.
- First Aid Certification.
- Proficient use of computers with working knowledge of various software programs.
- Ability to manage multiple projects and give attention to details.
- Positive, effective calm and professional communication – verbally and written –with staff, members/guests, children and parents – tailoring the communication style to the appropriate audience.
Compensation/Benefits:
Salary: $33,000.00 - $38,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
Jul 27 2018
Active Until:
Aug 28 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit