Seeking an individual passionate about serving the community, enjoys engaging with the public, and has strong customer/member service.
This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Assists in all aspects of membership for the branch including recruitment of new members, retention of existing members and supervision of assigned staff. Develops, plans and implements new procedures and methods to achieve strategic goals.
Areas of Responsibility:
- Assists in creating a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
- Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
- Interviews and/or tours prospective members; sells memberships.
- Builds relationships with members; helps members connect with one another and to the YMCA.
- Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues.
- Recruits, hires, trains, develops, schedules and directs personnel. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- Ensures proper implementation of service desk procedures. Reviews and updates desk procedures and communicates changes to staff.
- Audits membership files for accuracy.
- Provides back-up front-line support to the member service department during peak hours of the week and seasons of the year and when Membership Services Staff vacancies may occur. And works along side Membership Services Staff.
- Attending monthly staff meetings to communicate problems, policies, and procedures as well as correcting and addressing errors made by member services staff and highlighting successes of the department.
- Attend appropriate training seminars and conferences related to membership, sales, prospecting, and retention.
- Assists with contacting members regarding billing related issues, reminders, and welcoming them.
- Applies all YMCA policies dealing with member services.
- Any reasonable request that does not compromise personal conviction or YMCA mission.
Educational Background:
Bachelor's degree in related field preferred or equivalent combination of education and experience.
Skills/Experience:
- Previous supervisory experience in customer service.
- Strong interpersonal and communication skills.
- Ability to listen and discern members and guests wants, needs and interests.
- YMCA or other non-profit experience.
- Excellent personal computer skills
- Experience with membership software Daxko Operations is desired.
- Highly attentive to detail
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Basic math and computer skills.
- aAbility to respond to safety and emergency situations.
How to Apply:
Job Function:
Organization Info
Listing Stats
Post Date:
Oct 17 2019
Active Until:
Nov 17 2019
Hiring Organization:
YMCA of the USA
industry:
Nonprofit