The Engagement Team Lead will provide an intentional focus on building and fostering a culture of member engagement through creating and implementing new standards of service that result in opportunities for members to become more involved, to serve, and to lead within the Y. Moreover, the Engagement Team Lead will be responsible for the overall activities of the membership department by providing direct coaching to the team members on all aspects on meeting successful membership goals, including management of scholarships, volunteer recruitment and on boarding, as well as support of engagement within other core service areas.
Areas of Responsibility:
- Take personal accountability for the daily care of members as a first priority by personally engaging and building a network of relationships with members, on a consistent basis.
- Collaborate with Membership Sales Director, other Engagement Teams, Program Leaders and Center staff to ensure consistent excellence in service through daily care of members, program participants and volunteers
- Take personal accountability to train and evaluate staff on consistent excellence in sales presentations, closing techniques, telephone and in-person service, and prospective/existing member engagement
- Role Model, and hold others accountable on proper management of prospects through leads, tours, walk-ups, no joins, phone inquiries, referrals, corporate wellness partners, guest passes, terminations, and prospects from campaigns
- Assumes “Manager on Duty” responsibilities including but not limited to 1st responder, conflict resolution, policy enforcement and opening and closing procedures
Skills/Experience:
- Minimum of 2 years of supervisory experience, and/or demonstrated experience in successfully leading a team, preferably in a membership setting
- Minimum of 3-5 years of customer service experience
- Competency in Microsoft Office: Word, Excel, and Outlook
- First Responder Certification within one month of hire
- Must exhibit the core values of caring, honesty, respect, and responsibility in all aspects of work with the YMCA
Compensation/Benefits:
Hourly: $12.75 - $16.00
Job Function:
Organization Info
Listing Stats
Post Date:
Jul 15 2018
Active Until:
Aug 15 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit