Supervisor, Member Care

The Supervisor, Member Care provides exemplary customer service to J members by phone, email and in person, helping members, providing information, and resolving concerns. Another key role for this position is retaining current members while also assisting with enrolling new members. The Supervisor uses The J's CRM software to enter and maintain information, create reports and generate/track correspondence.

Essential Functions

• Answer general questions from prospective and current members
• Assist members with the enrollment process, payment plans, billing, collections, and cancellations
• Primary contact for monthly cancelation conversations after renewal letters are sent
• Respond to customer complaints/comments in a courteous and professional manner
• Generate, distribute, and review reports on a weekly, monthly or as-needed basis
• Generate, review, and send account statements
• Partner with Accounting office to update member account information
• Maintain membership records including cancellations, correspondence, contributions, scholarships, and payment plans
• Serve as back-up for greeting potential members and giving facility tours
• Provide support to colleagues in the Administration Suite as needed

• 5+ years of membership sales and retention experience is strongly preferred
• Experience using CRM software for inputting and extracting information
• Strong administrative, organizational and analytical skills
• Strong written and verbal communication skills
• Ability to anticipate and solve practical problems and resolve issues while maintaining accountability for results
• Be an approachable, friendly leader for staff, members, and guests
• Prefer experience/success in increasing membership retention in both for-profit and non-profit environments
• Able to work occasional evenings or weekends for special events

Physical Requirements

• Constant: sitting, talking, hearing
• Frequent: repetitive motions
• Occasional: standing, walking, climbing stairs

About The J

The J is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The J is Shabbat-Observant Friendly.

The mission of The J is to build a strong, vibrant and inclusive community that enhances wellness, meaning and joy based on Jewish values, heritage and culture. The J operates on these values:

• Welcoming + Inclusive - We are welcoming, inclusive and nurturing. We invite all to join us in making connections and lifelong friendships.
• Building Community - We believe in the strength of community and we seek to cultivate a sense of belonging in all we do.
• Enriching Mind + Body + Soul - We help individuals live a physically, intellectually, and emotionally healthy lifestyle.
• Passing on Jewish Culture + History - We celebrate and pass on the values, culture, history, and traditions of the Jewish people.
• Treat Others As You Wish To Be Treated - We treat everyone with respect, dignity and loving kindness.