Membership Services Lead

• Want to start a career with a cause? Join our team of ambitious, goal-seeking, challenge-driven individuals
• Full-time benefits include free YMCA membership; training, development and growth opportunities; health, dental and vision insurance; generous paid time off; funded retirement and 403(b) plan
• The Y is seeking individuals ready to work the closing night shift! Apply to join our team today!

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 on a relentless quest to make our community stronger, beginning with you.

Membership Services Lead

Reports To: Membership Services Director
Department: Membership Services
Classification: Full Time, Non-Exempt with Benefits

Compensation: $16.00-18.00/Hour + Shift Premium for Nights (5pm-close) and weekends

POSITION SUMMARY:

The Membership Services Lead is responsible for day-to-day operations of the membership desk and ensuring a positive member experience and lead of the proper function of the department. The lead position promotes YMCA membership and retention by interacting with members and providing membership services.

ESSENTIAL FUNCTIONS:·

• Provides top-tier customer service to members, guests, and program participants in the Y and on the phone, contributing to member retention
• Responds to the individual needs of members and program participants
• Conducts interviews and/or tours responsive to the needs of prospective members; sells memberships.
• Builds effective, authentic relationships with members
• Helps members connect with each other and the YMCA and introduces new members to communities based on their goals
• Handles and resolves membership concerns and informs supervisor of unusual situations or unresolved issues
• Acts as a shift lead when Supervisor and Director are not available
• Greet all guests as they enter the facility and adhere to sign-in, guest, visitor, monitoring youth in the facility and other relevant policies and procedures
• Report any suspicious behavior and violations of policy and procedures to supervisor
• Be knowledgeable about all YMCA programs and sell them effectively including but not limited to being familiar with all current information, upcoming events and other special activities
• Responsible for obtaining the correct information, updating front desk resources and providing information to members
• Assist in membership sales and retention planning, along with, aiding in the success of those such plans
• Assist in membership admin work enhancing member services and creating department organization
• Support training and coaching of Membership Representatives as directed
• Attend and remain current on all mandatory trainings and staff meetings

CORE COMPETENCIES:

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

WORK DEMANDS

• Regularly required to use a computer for extended periods of time
• Frequently is required to stand, sit, lift, bend and reach, and must be able to move around with the work environment
• Occasionally lift and/or move up to 25 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
• Flexible schedule
• Ability to work independently or as a team
• Multi-tasking and ability to work in a fast or slow-paced environment