Membership - Membership Service Coord.

The YMCA of Metropolitan Washington is one of the largest charities in the DC area. The Y serves as an anchor in the community offering programs and services encompassing youth development, healthy living, and social responsibility.

Position:  Membership Service Coordinator Salary:  $17.00/hr

The YMCA of Metropolitan Washington is a leading nonprofit organization that has a strong commitment to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility. The Y is a cause driven organization that offers tremendous opportunities to make a difference. We invite you to join us in this amazing work to develop your skills, to realize your leadership potential and discover a career that is so much more than a job.

About the Job
The Membership Service Coordinator plays a key role in support of the YMCA mission by leading the front desk operations team of their YMCA branch. By ensuring the reliable and consistent delivery of outstanding customer service to members and guests, the Membership Service Coordinator supports the YMCA’s ongoing ability to sustain and build capacity to serve the local community. Reporting to the Membership Director.

Responsibilities:

• Works directly with the Membership Director and all branch staff to uphold the YMCA customer service standards of “Facility Excellence”, “Staff Engagement” and “Show”.
• Delivers the YMCA mission and philosophy to staff, members and guests.
• Responsible for accurate record keeping; billing; data management: implementation of membership/ registration records; upholding Y standards and policies; and, the smooth function of the front desk.
• Maintains an efficient, effective and reliable front desk staff schedule for the Membership Director.
• Demonstrates excellence in performing all the functions of a Member Service Representative.
• Schedules and assigns functions to Member Service Representatives, as approved by the Membership Director, and ensures work is performed up to standards set by Association and the Membership Director.
• Assists Membership Director in responding to member inquiries, correspondence and communication (i.e. Member Comment Cards).
• Takes a proactive role in solving member problems and directing them to the appropriate resources.
• Must have complete knowledge of all Member Handbook policies; Association and Branch standard operating procedures; and branch programs/activities.
• In accordance with Association standards, supports the implementation of the branch membership acquisition plan, with responsibility for delivering the local plan tactics.
• Supports Member Service team reports under the direction of the Membership Director.
• Supports the proper handling of prospects received at the front desk (i.e. handling of telephone inquiries) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.) following the Association standards and Membership Director’s guidance to best support the branch’s membership sales and retention results.
• Supports the implementation of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team members (Wellness, Camp, Aquatics, etc.).
• Supports Metropolitan Washington YMCA Member Service Campaigns, Initiatives, Training Sessions, and additional activities.
• Other duties as required.

Qualifications and Skills:

• High school diploma or GED. Bachelor’s degree preferred.
• Minimum of one year experience working as a YMCA Member Service Representative or three years related experience working in membership sales/service.
• Strong communication and relationship building skills.
• A track record of demonstrating initiative, enthusiasm & common sense/good judgement.
• Ability to guide, counsel, coordinate & review staff work (supervision/staff development).
• Leadership, strong organizational, multi-tasking and problem-solving skills.
• PC and database management skills with the ability to perform repetitive data entry duties.

Benefits:
Did you know that just for being a YMCA employee you get great benefits and discounts from banks, credit unions, Verizon Wireless, Sprint, Dell, Veterinary Pet Insurance, supplemental (AFLAC, ALLSTATE, Vision Care, LegalShield) and even Zip Car! The YMCA of Metropolitan Washington provides progressive employee benefits, including employer-funded retirement plan with vesting after two years of service or 1000 hours compensated time in each of those two years; 403(b) savings plan; high quality and affordable healthcare; free YMCA membership for employee, spouse and dependents; paid time off/sick leave, numerous professional development opportunities.

Basic Function and Scope of Responsibility:
The Membership Service Coordinator plays a key role in support of the YMCA mission by leading the front desk operations team of their YMCA branch. By ensuring the reliable and consistent delivery of outstanding customer service to members and guests, the Membership Service Coordinator supports the YMCA’s ongoing ability to sustain and build capacity to serve the local community. Reporting to the Membership Director, the basic function and scope of responsibility for the Membership Service Coordinator includes:

Leading an efficient and effective team of Member Service Representatives in daily front desk operations that includes, but is not limited to, member support and service; guest tours, new membership sales, member renewals and cancellations; providing information by phone and in-person; facility access control; guest pass policy enforcement; and basic computer entry
Maintaining an efficient, effective and reliable front desk staff schedule for the Membership Director; and, overseeing and improving staff operations/performance to meet Association standards

Serving as the key resource point for information regarding branch programs, activities, merchandise and other general communication needs
Developing engaging relationships with members, in moving their experience from casual to connected to committed with the YMCA mission
Providing outstanding customer service to all members, guests, staff and the community at-large

Supervisory Responsibility:

• No Supervisory responsibility

X Provides guidance, leadership, or training to other employees (no direct supervision)

• Directly responsible for supervising non-exempt, clerical, or office administration personnel
• Directly responsible for supervising exempt, professional, or technical employees
• Directly responsible for supervising supervisory/managerial employees

Organizational Structure:
Job title to which this position reports: Membership Director

Job titles directly reporting to this position: None

Job titles indirectly reporting to this position: Membership Service Representatives

Essential Duties and Responsibilities:
Works directly with the Membership Director and all branch staff to uphold the YMCA customer service standards of “Facility Excellence”, “Staff Engagement” and “Show”
Delivers the YMCA mission and philosophy to staff, members and guests
Responsible for accurate record keeping; billing; data management: implementation of membership/ registration records; upholding Y standards and policies; and, the smooth function of the front desk

Maintains an efficient, effective and reliable front desk staff schedule for the Membership Director
Demonstrates excellence in performing all the functions of a Member Service Representative
Schedules and assigns functions to Member Service Representatives, as approved by the Membership Director, and ensures work is performed up to standards set by Association and the Membership Director
Assists Membership Director in responding to member inquiries, correspondence and communication (i.e. Member Comment Cards)
Takes a proactive role in solving member problems and directing them to the appropriate resources. Must have complete knowledge of all Member Handbook policies; Association and Branch standard operating procedures; and branch programs/activities

In accordance with Association standards, supports the implementation of the branch membership acquisition plan, with responsibility for delivering the local plan tactics
Supports Member Service team reports under the direction of the Membership Director
Supports the proper handling of prospects received at the front desk (i.e. handling of telephone inquiries) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.) following the Association standards and Membership Director’s guidance to best support the branch’s membership sales and retention results
Supports the implementation of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team members (Wellness, Camp, Aquatics, etc.)
Supports Metropolitan Washington YMCA Member Service Campaigns, Initiatives, Training Sessions, and additional activities

Partners with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention;
Maintains close daily contact with the Membership Director on the status of membership accounts and operations at the branch
Orders all the department supplies with approval of the Membership Director
Performs assignments when scheduled as Facility Duty Officer
Other duties as required

Customer Service Standards:
Staff Engagement:
Greet all members with a smile, eye contact and by name
Be knowledgeable of all programs and activities to engage members

Introduce members to each other

Facility Excellence:
Own the atmosphere created by cleanliness of the facility, information is up to date and have a positive attitude.
Ensure that information communicated and/or displayed is updated and accurate
Be proactive and responsive to all members needs

Show:
Share personal Y experience with all
Share Y Mission stories

Education, Certification, Skills, and Experience:
High school diploma or GED
Bachelor’s degree preferred
Minimum of one year experience working as a YMCA Member Service Representative or three years related experience working in membership sales/service
Strong communication and relationship building skills
A track record of demonstrating initiative, enthusiasm & common sense/good judgement;

Ability to guide, counsel, coordinate & review staff work (supervision/staff development)
Leadership, strong organizational, multi-tasking and problem-solving skills
PC and database management skills with the ability to perform repetitive data entry duties

YMCA Leadership Certification:
Position requires ongoing progress towards Leader Certification

Working Conditions:
Ability to work weekends and evenings for branch and corporate functions
Ability to sit, stand or move for extended periods of time

Able to bend for purposes such as filing, inventory counts, etc
Able to walk up and down stairs, as needed, when giving tours

Salary : $17