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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 role supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Under the leadership of the Membership Director, the Membership Services Lead is responsible for delivering excellent service to all members, guests, and program participants. They serve as a leader of the member service team and is responsible for providing excellence in leadership in the daily operation, while exemplifying the “Y” values of Caring, Honesty, Respect and Responsibility.
Qualifications
- High School diploma or equivalent; bachelor’s degree preferred.
- Two years leadership-management experience required.
- Two-five years of sales and customer service experience required.
- Proficient computer skills including Microsoft Office Suite
- Must have a CPR/AED and First Aid Certification OR get certified within 90 days of employment.
- Strong organizational, written and oral communication skills.
- Ability to work in a fast-paced environment.
- This is a nontraditional work-week position that requires early mornings, closing and weekends.
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 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
- Relationships
- Quality Results
- Communication
- Collaboration
- Communication & Inclusion
Required Certifications
- Must have a CPR/AED and First Aid Certification OR get certified within 90 days of employment.