The Admissions and Membership Manager will be available and visible to parents and members and is responsible for the day-to-day management of the Front Desk. In this role, the manager is accountable for ensuring that we are providing outstanding customer service in order to drive enrollment and membership acquisition, increase program satisfaction and improve program retention. This manager is accountable for the front facing operations of the Registration Department while working effectively with the Early Childhood and School Age department staff to create seamless and consistent customer service increasing our member’s engagement in Children’s Center programming. They will be responsible for scheduling, hiring, coaching and developing Customer Service and Registration staff. This position requires the ability to work in a fast-paced environment with an emphasis on sales and conflict resolution. This position is scheduled Monday - Friday and is to be on call as required. This manager will work closely with the Admissions and Data Manager to serve all Children's Center programming.
- Day-to-day management of the operations at the Front Desk.
- Assesses need of staffing and schedules staff at the front desk. The Admissions and Membership Manager will fill in when there are gaps in the schedule.
- Responsible for training and oversight of program registrations, membership sales, cash management, point of sale transaction, switchboard operations, and administrative tasks as assigned.
- Oversees the hiring, coaching, and development of Customer Service Associates.
- It is the role of the manager to set performance expectations and formally review performance of staff- coaching, training, and developing employees.
- Expert knowledge of software systems including CCC (Christensen Computer Company) and Constant Contact (email) and Microsoft Office for registration, program rosters, point of sale transactions and gathering data for records and reports.
- Strong working knowledge of software system Paycom for payroll processing, shift scheduling, and time off requests.
- Responds to member complaints and concerns in a timely and professional manner, shares information with other staff as needed.
- Participate in an effective tour process, ensuring increased tour conversions to program registrations
- Leads in outstanding customer service, creating a welcoming environment, and delighting members. Creates this culture for all staff interactions.
- Follow up to ensure program payments are received; accounts receivables are a high priority
- Ensures that staff is all well-versed in emergency procedures and prepared to execute them at any time.
- Recommend new policies/procedures and changes to existing policies/procedures for consideration to supervisor.
- Works closely with other departments to ensure members/prospective members/guests are given accurate information and staff is able to effectively communicate and sell our programs.
- Ensure that children’s files are compliant to DCFS standards
- Complete administrative tasks in a timely fashion including but not limited to enrollment reports, rosters and spreadsheets, membership and draft declines, NU reporting, and reporting to other third party agencies
- Attends and participates in program activities, family nights, staff meetings and trainings
- Promotes enrollment through participation at Y events and program fairs
- 3-5 years customer service experience- outstanding interpersonal skills, and the ability to effectively engage a diverse population, are required
- YMCA experience is strongly preferred
- Demonstrated experience working with and leading teams required
- Must have the ability to multi-task and work in a fast paced environment
- Ability to meet deadlines and achieve set goals and expectations
Salary: $37,000.00