What are the responsibilities and job description for the Experience Maker - Welcome Center position at YMCA OF FLORIDA'S FIRST COAST?
Position Summary:
Responsible for all operations of the Welcome Center team. The primary functions are to ensure the meeting of all sales, revenue, quality and retention goals; and a professional well-trained service staff that offers members consistent, exceptional customer service.
Essential Functions:
1. Provide leadership and support to Membership staff teams to ensure sales, retention and net income goals are met.
2. Responsible for assisting in the development and monitoring of assigned departmental budgets.
3. Implement membership campaigns in accordance with association and community
procedures.
4. Implement additional branch specific marketing and member experience efforts.
5. Assist in conducting monthly Membership staff meetings and trainings for assigned departments.
6. Communicate to staff all YMCA activities and events, review and update all procedures pertaining to sales and service.
7. Achieve a high level of member service satisfaction in all departments.
8. Provide value to membership by connecting membership to all departments.
9. Produce and monitor branch member participation, usage and retention reports,
cancellation reports to develop tools for member satisfaction and improvement.
10. Develop systems to enhance member participation/involvement for the long term.
11. Participate in branch leadership staff meetings, manager on duty schedule and other branch retreats, socials and trainings.
12. Ensure YMCA of Florida's First Coast's membership policies, procedures and guidelines are consistent and adhered to.
NOTE: This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.
YMCA Competencies (Leader):
Influence: Seeks to first understand the other person's point of view and remains calm in challenging situations.
Relationships: Builds rapport and relates well to others.
Decision-Making: Provides others with frameworks for making decisions.
Innovation: Embraces new approaches and discovers ideas to create a better member experience.
Project Management: Establishes goals, clarifies tasks, plans work, and actively participates in meetings.
Emotional Maturity: Accurately assesses personal feelings, strengths, and limitations and how they impact relationships.
Qualifications:
1. Bachelor's degree in related field preferred or equivalent combination of education and experience.
2. Previous supervisory experience in customer service preferred.
3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
4. Excellent leadership, organizational and human relations skills.
5. Demonstrated skills in fiscal management and budget development.
6. Ability to handle multiple projects
7. Excellent personal computer skills and experience with standard business software.
Physical Demands:
This position requires the following: Seeing, hearing, writing, standing, walking, sitting, kneeling, crouching, bending, lifting (50 lbs.), pushing (50 lbs.) and pulling (50 lbs.)
The YMCA of Florida’s First Coast is an Equal Opportunity Employer, DRUG FREE Workplace.
