Description
Position Summary:
The Membership Lead is responsible for overseeing service delivery at the Welcome Desk to ensure that member needs and are met and performance of team members. This role plays an integral role in the efficacy of the membership team by serving as the first resource and support for Membership Specialists, as well as support for the Branch Director and Membership Director. Gives potential member tours, handles any management level questions, and assists in the recruitment, training, and scheduling of Membership team members. Must model, practice and carry out the Y core values of Caring, Honesty, Respect and Responsibility.
Requirements
Entry Requirements
- At least 1 or more years of management experience in customer service setting preferred.
- Must be a problem solver and demonstrate a proven track record of complaint resolution.
- Must demonstrate a dedication to meeting the expectations of members, program participants and guests.
- Must be able to work independently at times without supervision.
- Must be available to work evenings and weekends.
Physical/Mental Requirements
- Must be physically capable of observing and listening for stressful situations at all times.
- Must be physically capable of lifting 40 pounds.
- Must be able to quickly reach a person and/or situation to prevent harm.
Our Culture:
Our mission and core values are brought to life by our culture. At The Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are relentless to make our community stronger, beginning with you.
Essential Functions
- Membership Duties as defined below:
- Provide exceptional customer service, which includes acknowledging everyone who comes in and out of the building and learning participants (parents & child’s) and member’s names, using them frequently.
- Provides general information about programs/memberships and pricing.
- Processes program registrations and changes, process communication for all program registrations.
- Handle incoming YMCA phone calls and distributes phone and email messages.
- Maintain cleanliness of the membership desk area and lobby, including relevance of information posted at Welcome Desk and within bulletin boards.
- Maintain data integrity in Daxko.
- Involves participants/members in other YMCA activities and volunteer opportunities.
- Immediately engages new members by performing prospect interviews resulting in a successful match between YMCA programs and prospect needs.
- Readily offers financial assistance to all inquiring parties.
- Uses existing systems to stay in contact with members and add value to their memberships.
- Finds creative ways of increasing contact, member satisfaction and retention that can be adopted branch and association wide.
- Maintains accurate account status in Daxko for all membership units including 3rd party pay, invoicing, bank draft, membership cancellation and status change.
- Promotes the YMCA mission and philosophy in all interactions.
2.Membership Lead must be available to work when the membership director or coordinators cannot.
3. Membership Lead will facilitate scheduling and training of staff.
4. Membership Lead must meet weekly with the membership director or coordinator.
This job description may not be all inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.
