Membership Lead

At the YMCA of Montclair, we strive to be the Employer of Choice, provide World-Class Service, and be the Charity of Choice.
Job Description

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. Under the guidance of the Membership Director the Membership lead is responsible for the day-to-day operations of the Membership Desk at Park Street, additionally developing and supporting the team at our Geyer Family Center. The Membership Lead will provide leadership to both staff and members, ensuring that excellence in the member experience is priority in addition to exceeding the needs of our current Membership to ensure a high retention rate with the support of the Membership Staff.

  • Strong Member Service/Customer Service preferred.
  • Effective interpersonal skills with a customer service focus.
  • Effective problem- solving skills and ability to work with frequent interruptions.
  • Detailed-oriented, with excellent communication skills and the ability to express ideas both verbally and in writing.
  • Excellent organizational and planning skills, ability to meet deadlines, and the ability to be flexible and prioritize tasks.
  • Ability to effectively present information with a clear and concise delivery in a group or one-on- one setting.
  • Self-motivated and possess the ability to work independently and in a team environment.
  • Current CPR and First Aid Certification or certification within 90 days of employment.
  • Proficient computer skills including Microsoft Office Suite. Experience with membership software a plus.
  • Must be at least 21 years of age.
  • Ability to work effectively with/or within multiple program areas.
  • Ability to relate effectively with diverse groups of people from all social and economic segments of the community.
  • This is a non-traditional workweek position and must be available to work weekends, both opening and closing shifts.
Essential Functions
  • Exhibits superior knowledge of department SOP’s, takes responsibility for training staff in all aspects of their role, and ensures team has a clear understanding and vision.
  • Provide a high level of customer service to current and potential members.
  • Leads team to successfully participate/complete all required trainings and participate in all staff events.
  • Represents membership within the community at health fairs, events and with various entities.
  • Champions retention initiatives, trains and leads to exceeding goals.
  • Partner with the Membership Director to implement membership policies (SOP’s) and all systems that support branch membership, program, and marketing objectives.
  • In collaboration with Membership Director, collaborate with Member campaign events to ensure full department engagement and support.
  • Provides valuable and relevant feedback and offers solutions regarding gaps in service and/or member concerns.
  • In collaboration with the Membership Director Participates in monthly team-focused meetings
  • Is the Leader on duty in the absence of the Membership Director? This also includes leadership during opening, closing and weekend operation as well as following all EAP protocols.
  • Work continually towards self-development to stay current on customer service, sales, and “Leader” procedures & practices.
  • Specific duties as assigned include but are not limited to daily monitoring of member communication, responses and tracking of changes to membership requests.
  • Accurate and timely processing of all 3rd part billing
  • Organization of member inquires and tour tracking, sales and new member “onboarding.”
  • Attend required Abuse Risk Management training and adhere to procedures related to managing high-risk activities and supervising members and participants. 
  • Follow employee and volunteer screening requirements and use screening instruments to screen for abuse risk. Provide employees and volunteers with on-going supervision and training related to abuse risk. 
  • Provide employees and volunteers with regular feedback regarding their boundaries with consumers and require them to adhere to policies and procedures related to abuse risk.
  • Respond quickly to policy and procedure violations using the Y’s disciplinary procedures and respond seriously and confidentially to reports of suspicious and inappropriate behaviors and follow mandated reporting requirements. 
  • Communicates to all employees and volunteers the Y’s commitment to protect our members from abuse.  
  • Report suspicious or inappropriate behaviors and policy violations and follow mandated abuse reporting procedures.
  • Ensure members, volunteers and vendors are properly signed in and signed out; ensure only authorized employees, members, volunteers, and vendors are allowed in the facility. 
Cause-Driven Leadership Competencies
  • Mission Advancement
  • Collaboration
  • Operational Effectiveness
  • Personal Growth
Required Certifications

Current CPR and First Aid Certification or certification within 90 days of employment.

Company Benefits:

Benefits include complimentary YMCA membership; accrued PTO; Medical, Vision, and Dental Health Insurance; paid Holidays, enrollment in the Y’s retirement program (must complete 1000 hours within 2 years of service) with 12% of salary contributed by the Y; 100% discount for SACC (before and aftercare), Early Learning Center, and Summer Camp programs in our Y facilities; a rewarding career with professional growth and advancement opportunities; a challenging and fun work environment with creative and talented individuals.

Work Schedule: Nontraditional including weekends

Hourly Pay Rate: $17