This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Under the leadership of the Membership Director, in accordance with the Christian principles of the YMCA, the incumbent is responsible for delivering excellent service to all members, guests, and program participants. He/she serves as a member of the member service team and is responsible for implementation of all Daxko membership and program input, quality member service, program sales, retention, and satisfaction, while exemplifying the “Y” values of Caring, Honesty, Respect and Responsibility. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area.
- Partner with the branch management team to implement membership policies (SOP’s) and all systems that support branch membership, program and marketing objectives.
- Enter membership and program registration data into operating system (Daxko).
- Greet and engage with members and ensure all guests and program participants have been verified in Raptor before entering branch.
- Process all Daxko transactions with accuracy and perform daily close out and drawer count
- Participate and recruit participants for member challenges also known as member visit drivers.
- Suggest procedures or standards to improve efficiency and productivity at the Service Center.
- Ensures standards for meeting retention goals are followed.
- Provide feedback and offer solutions regarding gaps in service and/or member concerns.
- Work continually towards self-development to stay current on customer service, sales, and “Leader” procedures & practices.
- Respond to member and guest inquiries and problem solve via phone or in person using Listen First skills
- Meet all current training requirements for Membership staff.
- Ensure Membership Service Associates are complying with membership policies, engaging with members and program participants and providing quality service in person and phone.
- Assist Membership Services Director with training new staff.
- Must work a minimum of 15 hours per week at the service center to maintain in-depth working knowledge of YMCA systems, standard operating procedures (SOP) and program updates.
- Act as Relationship Manager on Duty when scheduled.
- Perform membership administrative tasks responsible at branch.
- Performs other duties as assigned.
- Certifications required within 30 days of hire: CPR/AED, and First Aid.
- Excellent interpersonal and problem solving skills.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Previous customer service, sales or related experience.
- Basic knowledge of computers.
WORK ENVIRONMENT & PHYSICAL DEMANDS:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
- The employee frequently is required to sit and reach, and must be able to move around the work environment.
- The employee must occasionally lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
- The noise level in the work environment is usually moderate.