What are the responsibilities and job description for the Member Experience Lead position at YMCA of Greater San Antonio?
Job Details
Description
Pay Range : Hourly $17-$20 Depending on Experience.
This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Member Experience Lead will assist in overseeing daily operations and supervision for the department and coordinates activities for a team of member experience staff, that includes centralized inbound calls, inbox communication for general membership, sports and childcare inquiries, program and membership refunds, AR collections, account processing and online support. Lead the team in outbound sales and acquisitions as well as new member engagement opportunities
This position will receive a minimum of 3 weeks Paid-Time Off, Holiday Pay, Full-Time benefits to include Medical, Dental, Vision, Life Insurance, a Retirement 403(b) pension plan upon eligibility and a Free YMCA Household Membership.
OUR CULTURE :
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming : we are open to all. We are a place where you can belong and become. We are genuine : we value you and embrace your individuality. We are hopeful : we believe in you and your potential to become a catalyst in the world. We are nurturing : we support you in your journey to develop your full potential. We are determined : above all else, we are on a relentless quest to make our community stronger beginning with you.
ESSENTIAL FUNCTIONS :
- Assist in supervising the daily operations for team members in the Solution Center. To include scheduling, training, coaching and escalation of Solution Center issues.
- Assign daily inbound communication, voicemails and campaign uploads based on the organization’s needs.
- Lead the Solution Center team in acquisitions, member connection and engagement to include membership sales, new member on-boarding and account management.
- Monitor multiple programs to ensure team and individual production meets the goals set for of the Solution Center.
- Assists with answering and finding resolutions for incoming calls and online inquiries.
- Responsible for AR collection, bad debt write offs and account management for branches and Youth Development.
- Ensures Member Experience Representatives are meeting assigned goals, complying with company polices, guidelines and standards.
- Assist with compiling Solution Center data and reporting documents to identify areas of opportunity to enhance member and program participant communication and experience.
- Recommends and implements resources and best practices to streamline information to create an improved communication experience for Members.
- Follow all policies and procedures set forth by the YMCA of Greater San Antonio.
- All other duties assigned by Supervisor.
LEADERSHIP COMPETENCIES :
QUALIFICATIONS :
with unpleasant, angry, or impolite members.
WORK ENVIRONMENT & PHYSICAL DEMANDS :
Qualifications
Skills
Behaviors
Motivations
Education
Experience
Licenses & Certifications
Salary : $17 - $20
