Associate Director - Membership, Waltham

YMCA
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Associate Director - Membership, Waltham
Job Description

Expectations: 

  • Provide excellent member service by exceeding member expectations including being a good listener, caring about member’s well-being and checking in on their progress. Staff must also take the initiative to talk with members and to make them feel welcome.
  • Make eye contact with members as much as possible when talking to them.
  • Ask members how they are doing or if they are having a good day as they come into the facility or during classes.
  • Make members feel welcome by being pleasant and cheerful, which includes saying hello, goodbye, calling members by name and most importantly smiling at them.
Qualifications

Principle Duties:

  • Be on time, ready to start work at Welcome Center at beginning of your shift, dressed in uniform and name-tag, no matter the weather. This position works a Tuesday – Saturday schedule year round.
  • Be open and willing to be a substitute to work a shift where there is no coverage, including opening, closing and weekend shifts.
  • Assist in meeting and exceeding monthly and annual membership sales goals.
  • Conduct prospective member tours as per training; demonstrate consistent excellence in sales and closing techniques, telephone and in-person service, and prospective member engagement; follow up for prospective members on a daily basis.
  • Track sales through excel spreadsheets in P Drive.
  • Oversee renewals including sending out billing statements with marketing flyer and tracks in excel spreadsheets in the P Drive.
  • Follows up with all terminations, Accounts Receivables and documents results in excel spreadsheet.
  • Train staff on Welcome Center policies and procedures and monitor efficiency and accuracy,
  • Assist in grass roots marketing including flyering, tabling, and attending special community events as needed
  • Train welcome center staff on data entry system, protocols, tours and set high expectations of customer service,
  • Work some nights and weekends as assigned.
  • Perform program and camp registrations as well as membership sign-ups in data entry system.
  • Perform responsibilities such as cashing out, balancing daily transactions, and dropping envelopes in safe.
  • Maintain an orderly and neat workspace.
  • Be ready and able to respond to an emergency, assemble emergency equipment and assist in care of the victim.
  • Attend all staff meetings (mandatory) and be able to work as a team player. • Perform all other duties as assigned.
  • Assign work duties to staff, monitor performance and communicate corrections,
  • Know and execute basic management skills including effective motivation, equality, delegation, performance management, evaluation, and corrective action. Skills and Competencies/Know How
  • Able to multi-task (helping customers, answer phone, handle other duties)
  • Able to be efficient, proficient and knowledgeable in customer services, cashiering, and decision making.
  • Able to learn information about each department to better serve potential members and current members or know where to find it.
  • Able to understand the relationship of the general public to the association, of staff to volunteer, and of staff to staff, and be able to effectively enhance and cultivate those relationships.
  • Able to communicate effectively with adults and children alike.
Essential Functions

Job Requirements:

  • Able to multi-task (helping customers, answer phone, handle other duties)
  • Able to be efficient, proficient and knowledgeable in customer services, cashiering, and decision making.
  • Able to learn information about each department to better serve potential members and current members or know where to find it.
  • Able to understand the relationship of the general public to the association, of staff to volunteer, and of staff to staff, and be able to effectively enhance and cultivate those relationships.
  • Able to communicate effectively with adults and children alike.