Member Services Lead

Job Title: Member Services Lead Staff

FLSA Status: Non-Exempt Job Type: Full-Time

Reports to: Membership Experience Director Revision Date: 08/06/2021

Y Grade: 3

Summary/Objective

The Member Services Lead delivers excellent service to all members, guests, and program participants. Responds to member and guest needs. Sells and promotes YMCA memberships, programs and services in order to enable the branch to forward its strategic mission goals. Together with Membership Representatives, this person is the first point of contact for prospective new members, determining their needs, and offering solutions to meet these needs.

Essential Functions

· Works with the Membership Experience Director to meet branch and association membership goals.

· Responsible for covering desk shifts in case of absenteeism in conjunction with Member Experience Director.

· Responsible for scheduling and maintaining membership representatives.

· Assists in Member Services Representatives' training processes.

· Assists with updating manuals, schedules, kit lockers, and merchandise.

· Interviews and/or tours prospective members determining needs and offering solutions; sells memberships and completes merchandise sales.

· Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.

· Builds relationships with members; help members connect with one another and to the Y.

· Assists with prospecting and lead generation for new members, including post-tour calling and following up on referrals and terminations.

· Helps organize membership events at the YMCA.

· Processes new memberships and helps audit paperwork.

· Works 3 to 4 desk shifts per week.

· Applies all YMCA policies.

• Assists in social media posts and responses to followers as needed

• Responsible for booking room rentals and facility rentals in conjunction with the Member Experience Director

· Handles and resolves membership concerns and informs Member Experience Director of unusual situations or unresolved issues.

YMCA Competencies

1. Values: Accept and demonstrate the Y’s values

2. Community: Desire to serve others and fulfill community needs

3. Inclusion: Work effectively with people of different backgrounds, abilities, opinions, and perceptions

4. Relationships: Build rapport and relate well with others

5. Developing Others: Take the initiative to assist in developing others

6. Decision-Making: Make sound judgments, and transfer learning from one situation to another

7. Change Capacity: Demonstrate an openness to change, and seek opportunities in the change process

Supervisory Responsibility

This position will supervise the Member Services Representatives.

Work Environment

This position operates mainly at the member services desk and also in an office with designated desk space.

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.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full time position. The building is open weekdays and weekends. The Member Services Lead will work Tuesday through Saturday 12 P.M. to 8 P.M.

Travel

This position will require occasional traveling between sites within the Duluth Area Family YMCA.

Required Education and Experience

· Minimum of two years of sales or customer service experience or YMCA customer service experience.

· Bachelor's Degree in business, marketing, or similar programs.

· Strong interpersonal skills with the ability to build rapport and credibility quickly.

· Ability to work with people of diverse backgrounds.

· Unquestioned integrity and commitment to the Y’s mission and values.

· Basic knowledge of computers.

· CPR/First Aid and AED certified. Training can be provided upon hire, and must be obtained within 90 days. Higher levels of certification are accepted.

Additional Eligibility Qualifications

Must be able to successfully pass a background check.

EEO Statement

The Duluth Area Family YMCA (the Y) provides equal employment opportunities (EEO) to all employees and applicants for employment without regards to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the Y complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Work Location:

• One location

Work Remotely:

• No

Work Location: One location