Membership Service Administrative Support

Description

The Membership Services Administrative Support person plays a key role in support of the YMCA mission by ensuring the reliable and consistent delivery of assistance to branch membership teams as directed by the Association Director of Membership 

Requirements

ESSENTIAL FUNCTIONS:

• Member Engagement & Customer Service:
• Greet and welcome all members and guests in a positive, professional manner, representing the YMCA effectively.
• Conduct facility tours and enforce visitor security policies to ensure a safe and secure environment.
• Provide new members with information about wellness orientations and encourage participation in Point of Enrollment giving.
• Serve as a liaison between members and program leaders to promote engagement and resolve any concerns in a timely manner.

Administrative Support & Billing:

• Provide administrative assistance to the Association Director of Membership, including preparing reports, maintaining records, and assisting with membership-related tasks.
• Enter and maintain accurate membership and billing data within the association’s database, ensuring consistency and accuracy.
• Assist with insurance billing, ensuring all insurance-related membership claims are processed in a timely and accurate manner.
• Reconcile membership billing records with financial reports, working closely with the finance team to ensure accuracy.
• Sales Reporting & Membership Goals:
• Track and report daily metrics related to membership sales, renewals, and lead generation, providing regular progress updates to the Association Director of Membership.
• Analyze sales data and generate membership sales reports to provide insights into trends and areas for improvement.
• Assist in the development of strategies for membership growth, retention, and sales targets. Member Retention & Engagement:
• Implement member retention strategies, including follow-ups on at-risk members and resolving billing related issues to prevent cancellations.
• Assist in reviewing membership satisfaction surveys and help implement improvement action plans to enhance member experiences.
• Organize and execute member engagement and appreciation events to foster a sense of community and loyalty.
• Facility Operations & Safety:
• Ensure the Welcome Center and other member-facing areas (e.g., Member Lounge) are well-organized and always presentation-ready, with staff in appropriate uniforms.
• Ensure that all areas are maintained according to safety protocols, including regular cleaning and stocking of first aid supplies.
• Collaboration & Reporting:
• Actively participate in regular meetings with the Association Director of Membership, providing updates on billing, sales, Listen360, Engage and operational goals.
• Attend scheduled Association Membership Cabinet meetings, contributing to strategic discussions and initiatives.
• Perform other duties as assigned to ensure smooth operations of the branch and support the Association Director of Membership in achieving Association goals.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that may be required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

QUALIFICATIONS:

• Excellent verbal and communication skills
• Successfully complete State of Florida Criminal History Background Check requirements as well as meet the Association’s policies on background screening
• One to two years prior customer service experience
• Professional appearance and behavior
• Able to prioritize and meet deadlines
• Able to maintain confidentiality
• Positive attitude
• Must be a self starter, with high energy and a positive attitude
• Adhere to drug/alcohol/smoke free workplace policy

CERTIFICATIONS AND TRAINING REQUIREMENTS:

• CPR and First Aid Certifications required
• Completion of YMCA of the USA Child Abuse and Neglect class
• Completion of the YMCA’s Blood Borne Pathogens training
• Sta? Safety Requirements/Cleaning Protocols
• Additional training classes as recommended by Supervisor

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to perform a broad range of activities. Requires full range of motion, including manual and finger dexterity and hand and eye coordination. Requires corrected vision, speech, and hearing to normal range, or special accommodations made of sufficient nature for completion of assigned tasks.

Ability to lift 30 pounds

YMCA of Southwest Florida has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and YMCA of Southwest Florida reserves the right to change this job description and/or assign tasks for the employee to perform, as the YMCA of Southwest Florida may deem appropriate.