The Member Services Supervisor is expected to supervise the operation and personnel of member services and implement member centered strategies that build member involvement; ensure staff excellences in providing services and programs that contribute to member retention, satisfaction and growth; develop and implement training programs that build a work culture that is responsive to member issues and needs.
Areas of Responsibility:
- Assist with recruit, hiring, training, scheduling and evaluate staff. Build a committed staff team that reflects the mission and values of the YMCA.
- Assist with conduct staff trainings and orientations. Contribute to continuous improvement of service through staff recognition, satisfaction and retention programs.
- Monitor all registration and cash receipting procedures. Ensure compliance with policies and procedures. Ensure proper record keeping and deposits. Prepare reports of membership and program registration trends.
- Assist with creating member-centered work culture. Ensure that procedures, tours, communications, services consider member needs.
- Assist with new member’s orientations, shepherd’s program, member appreciation days, birthday recognitions, contacting new members and members with long absences from the branch.
- Help to coordinate facility schedule, lobby bulletin boards/displays, banners, member comment board, brochure rack, etc.
- Provide back up for the front desk staff.
- Assist with scheduling and conduct desk staff meetings. Attend meetings as assigned.
- Administer payroll and accounts payable for appropriate department/staff.
- Assist with managing all office related functions of the front desk/department (i.e. computer registration system, cleanliness of the desk and lobby area, supplies, and flyers/binders).
- Consult with members to direct them into appropriate healthy lifestyle programs.
- Provide a friendly and encouraging environment for members in the usage of fitness and wellness programs and services.
- Learn member names and encourage regular exercise routines and record keeping.
- Assist with tracking assigned participant’s individual usage of the system and take appropriate action to ensure member retention, participation and progress toward goals.
- Cultivate and develop relationships and follow up with telephone calls, emails, correspondence, etc. to assist the member in achieving their wellness objectives.
- Provide consistent support to all members using the facility.
- Participate in providing tours to prospective members.
- Follow up with members to schedule orientations and to encourage regular exercise.
- Work as a part of a staff team in accomplishing the mission of the YMCA.
Educational Background:
College degree in related field with 1-2 years of related experience supervising and in a sales environment.
Skills/Experience:
- Excellent written and oral communication, organizational, record keeping, and computer skills as well as the ability to build effective work teams.
- Ability to work well with volunteers, employees, board members and members required.
- Ability to operate all office equipment.
- Exhibit strong leadership skills; possess a passion for member service, building and maintaining a culture of member service excellence
Compensation/Benefits:
Hourly: $10.90 - $13.84
Job Function:
Organization Info
Listing Stats
Post Date:
Dec 13 2018
Active Until:
Jan 13 2019
Hiring Organization:
YMCA of the USA
industry:
Nonprofit