What are the responsibilities and job description for the Sales & Service Lead 6 PT: Johnston YMCA position at YMCA of Greater Charlotte?
General Function: Under the direction of the Membership Director, and consistent with the Christian Mission of the YMCA, the Sales & Service Lead is responsible for providing key leadership to the membership service staff. This role focuses on building relationships and providing excellent service to members. The Sales & Service Lead will work with and support the Member Experience Team.
Principal Activities:
- Adhere to all quality standards in accordance with the Membership Department and all staff guidelines (this includes Loyalty Snapshots).
• Responsible for establishing and providing excellent customer service via telephone and in-person inquiries
• Responsible for all monetary, program, and registration transactions in Personify while maintaining balanced money bags
• Attend all staff meetings as scheduled
• Attend Member Experience Team meetings as needed
• Conduct Listen First interviews and tours with perspective member tours
• Connect with members on a regular basis based on the goals on the Connection Plan
• Responsible for supporting the Branch Retention Plan that includes processes for initial engagements; follow up, member contacts, exit interviews and new member tracking.
• Serve as a member of the Member Experience Team as needed
• Responsible for following up with prospective members who visit the branch through electronic communication, postcards, and phone calls as needed.
• Responsible for coordinating Member Involvement activities such as member socials, member birthdays, member anniversaries, and member get wells, etc. as needed.
• Provide leadership for the Annual Community Support Campaign.
• Lead branch efforts in the area for staff appreciation and involvement.
• Work with the Community Directors to develop member involvement programs, which result in member retention and volunteerism in their perspective departments
• Maintain sufficient inventory of all front desk supplies
• Maintain a positive working relationship with other department and staff
• Perform Business Office functions as needed
• Coach all front-line Member Services staff assigned to his/her shift so they are given the confidence and accountability they need to succeed.
Requirements:
- Two year college degree or equivalent experience
• Two to four years’ customer service experience
• Computer proficiency - MS Office & ability to learn Personify
• Ability to communicate effectively with members and staff
• Excellent organization, human relation and telephone skills
• Maintain confidentiality with finances, membership and personal information
• Most possess problem solving/conflict solving ability
• Must fulfill requirements for Membership Service staff position
• Required to comply with all required Quality Standards training
Physical Requirements:
Walking; Sitting; Climbing (stairs); X Crouching; X Stooping; X Standing
