Under the supervision of the Operations Director, the Membership Experience Supervisor is responsible for managing Members Service Desk operations and ensuring members and guests receive exceptional customer service making their visit the best part of their day. The Membership Experience Supervisor will hire, onboard, train, develop and retain the branch member service team while modeling and leading quality customer service. They ensure that membership administration operates efficiently and employ a continuous improvement model.
Areas of Responsibility:
- Be an advocate and key leader for exceptional customer service and communication in the branch.
- Hire, onboard, train, develop and retain Member Sevice Desk Staff.
- Manage Member Service Desk operations ensuring efficient administrative processes while employing a continuous improvement process for Member Service Desk procedures.
- Maintain a friendly, professional and positive environment in order to achieve an overall feeling of welcome at the YMCA.
- Responsible for all functions related to membership including scholarships, cancellations, monthly drafts, daily deposits, etc.
- Maintain a leadership presence at the Member Service Desk. Professional look expected.
- Be empowered to resolve customer/member complaints.
- Support new membership sales by conducting tours for potential new members.
- Support and implement member engagement events and promotional activities.
- Promote, sell and encourage YMCA programs. Responsible for professional and accurate sign up procedures for programs and memberships.
- Maintain and enforce proper building usage procedures.
- Serve as a member of the branch management team performing specific duties which support the overall success of branch operations.
- Support and participate in assigned aspects of the Annual Campaign.
- Participate in the planning of the annual budget.
Educational Background:
Bachelor’s degree or equivalent relevant experience.
Skills/Experience:
- Previous experience in customer service or non-profit field and supervisory experience preferred.
- Excellent customer service skills and the ability to communicate effectively to diverse groups of people is critical.
- Strong leadership skills.
- Passionate belief in the Y’s cause of nurturing the potential of all youth, supporting healthy living for all people and finding ways to help and support our neighbors.
- Knowledge of word processing, spreadsheet and database programs.
- Proven track record of developing authentic relationship with others.
- Ability to foster a collaborative team approach to handling challenging situations.
- Must be able to relate effectively to diverse groups of people and use sound judgment when making complex decisions.
- Ability to work a flexible work schedule.
- Must be accountable, coachable and able to adapt in fast pace environements.
- CPR, First Aid and AED certifications must be obtained within 45 days.
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 21 2018
Active Until:
Sep 21 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit