To proceed with your application for this position, please complete the Predictive Index Behavioral Assessment linked below. Ensure you finish the assessment for your application to be reviewed.

Behavioral Assessment Link

POSITION SUMMARY:

This role 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, the Membership Services Lead is responsible for delivering excellent service to all members, guests, and program participants. They serve as a leader of the member service team and is responsible for providing excellence in leadership in the daily operation, while exemplifying the “Y” values of Caring, Honesty, Respect and Responsibility.

OUR CULTURE:

At the YMCA of Montclair, we strive to be the Employer of Choice, provide World-Class Service, and be the Charity of Choice. Our goal is to be a place where employees are empowered and excited to come to work. All staff ensure that members experience customer centric, individual attention each and every day. We strive to be the preferred partner collaborating with others, identifying and meeting our community needs.

ESSENTIAL FUNCTIONS:

• Exhibits superior knowledge of department SOP’s, takes responsibility for training staff in all aspects of their role, and ensures team has a clear understanding and vision.
• Provide a high level of customer service to current and potential members.
• Leads team to successfully participate/complete all required trainings and participate in all staff events
• Represents membership within the community at health fairs, events and with various entities.
• Champions retention initiatives, trains and leads to exceeding goals.
• Partner with the Membership Director to implement membership policies (SOP’s) and all systems that support branch membership, program, and marketing objectives.
• In collaboration with Membership Director, collaborate with Member campaign events to ensure full department engagement and support.

• Provides valuable and relevant feedback and offers solutions regarding gaps in service and/or member concerns.
• In collaboration with the Membership Director Participates in monthly team focused meetings
• Is the Leader on duty in the absence of the Membership Director, this also includes leadership during opening, closing and weekend operation as well as following all EAP protocols.
• Work continually towards self-development to stay current on customer service, sales, and “Leader” procedures & practices.
• Specific duties as assigned include, but not limited to: daily monitoring of member communication, responses and tracking of changes to membership requests.
• Accurate and timely processing of all 3rd part billing
• Organization of member inquires and tour tracking, sales and new member “onboarding”
• Attend required Abuse Risk Management training and adhere to procedures related to managing high-risk activities and supervising members and participants.
• Follow employee and volunteer screening requirements and use screening instruments to screen for abuse risk. Provide employees and volunteers with on-going supervision and training related to abuse risk.
• Provide employees and volunteers with regular feedback regarding their boundaries with consumers and require them to adhere to policies and procedures related to abuse risk.
• Respond quickly to policy and procedure violations using the Y’s disciplinary procedures and respond seriously and confidentially to reports of suspicious and inappropriate behaviors and follow mandated reporting requirements.
• Communicates to all employees and volunteers the Y’s commitment to protect our members from abuse.
• Report suspicious or inappropriate behaviors and policy violations and follow mandated abuse reporting procedures.
• Ensure members, volunteers and vendors are properly signed in and signed out, ensure only authorized employees, members, volunteers and vendors are allowed in the facility.

LEADERSHIP COMPETENCIES:

• Relationships
• Quality Results
• Communication
• Collaboration
• Communication & Inclusion

QUALIFICATIONS:

• High School diploma or equivalent; bachelor’s degree preferred.
• Two years leadership-management experience required.
• Two-five years of sales and customer service experience required.
• Proficient computer skills including Microsoft Office Suite
• Must have a CPR/AED and First Aid Certification OR get certified within 90 days of employment.
• Strong organizational, written and oral communication skills.
• Ability to work in a fast-paced environment.
• This is a nontraditional work-week position that requires early mornings, closing and weekends.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This work requires the following physical activities: climbing, bending, stooping, kneeling, twisting, reaching, sitting, standing, walking, lifting, finger dexterity, grasping, repetitive motions, talking, hearing, and visual acuity. The work is performed primarily indoors and may require occasional travel. He/she must be able to lift up to 30 lbs.

COMPANY BENEFITS:

• Comprehensive Health Coverage: Full medical, dental, and vision benefits starting as early as 30 days of employment.
• Paid Time Off & Flexible Holidays: Generous paid time off and the flexibility to celebrate the holidays that matter most to you.
• Optional Life Insurance: Gain peace of mind with optional life insurance coverage.
• Long-Term Disability Protection: Stay secure with long-term disability benefits in the event of extended illness or injury.
• Childcare Discounts: Enjoy 75% off childcare services to support your family needs while you work.
• Fitness Perks: Keep fit with a complimentary YMCA membership and discounts on additional fitness programs.
• Retirement Savings Program: Start saving for your future with our Employee 403(b) Savings Plan, plus the Y contributes 12% of your salary after 2 years or 1,000 hours of service.

WORK SCHEDULE:

• Monday to Wednesday: 4:45 AM- 1:00 PM
• Saturday: 12:00 PM - 6:30 PM
• Sunday: 10:00 AM - 6:30 PM

HOURLY PAY RATE: $19.13 - $23.00