Member Services Supervisor-Ecke

Are you a membership or customer service expert?
Job Description

Responsible for executing day-to-day tactics and communication in support of member services operations. Operating in accordance with the policies, procedures and standards established by the YMCA of San Diego County, the Member Services Supervisor ensures proper communication of YMCA cause-driven messages. The YMCA of San Diego County is proud to be an Equal Opportunity Employer/Affirmative Action Employer Minority/Female/Disability/Vets. We are committed to a diverse workforce. 

Qualifications

 Assist Membership Director in the hiring of all member services staff

 Provide staff development through implementing training and onboarding procedures for part-time and full

time staff as it relates to customer service, membership and program registrations, and front desk operations. Provide continuous customer service trainings for all Member Services staff

 Responsible for supervising all front desk systems and operations ensuring they are efficient and follow Association standards

 Manager on Duty in the absence of Director level or other Leadership staff

 Create a professional and effective work environment for member services employees by developing positive, professional relationships with staff

 Ensure proper department communication processes so members, participants and staff are provided with accurate facility, program and membership information

 Serve as initial point of contact for membership administration, exceptions, special requests or issues

 Handle and resolve member and participant complaints  Champion the member experience by overseeing SEER strategy implementation, survey feedback reports

Essential Functions

 Three years’ experience in membership or customer service field

 Supervision experience preferred

 Sales experience preferred

 Self-starter, detail-oriented, with good organizational skills

 Strong working knowledge of CCC data management system required

 Demonstrated ability to monitor budgets

 Able to communicate clearly and positively, verbally and in writing

 Must be flexible with work schedule

 Requires excellent customer service skills with a friendly and positive attitude

 Requires computer inputting, typing and other repetitive activities for extended periods of time

 Demonstrated ability to meet goals, objectives and deadlines

 Passionate commitment to the YMCA mission and communities we serve

 CPR/AED, and First Aid Certification, must include Adult and Child/Infant, obtained within 30 days of hire and must be from one of the following certifying organizations: o American Red Cross o American Heart Association o American Safety & Health Institute