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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 non-traditional work-week position that requires early mornings, closing and weekends.
Essential Functions
- Demonstrate expert knowledge of membership policies, Standard Operating Procedures (SOPs), membership software, and administrative processes while serving as a resource for staff and members.
- Manage the daily operations of the Membership Department, ensuring efficient, accurate, and timely completion of all membership-related administrative functions.
- Provide exceptional customer service by assisting current and prospective members with membership inquiries, account maintenance, program registration, and issue resolution.
- Process all membership transactions accurately, including new memberships, renewals, cancellations, holds, transfers, upgrades, downgrades, and account changes.
- Maintain accurate member records by ensuring that all membership information, documentation, waivers, and account details are current and compliant with organizational standards.
- Accurate and timely processing of all 3rd party billing
- Monitor and respond promptly to member emails, phone calls, online requests, and other communications while ensuring timely follow-up and resolution.
- Monitor membership accounts for billing discrepancies, payment issues, expired memberships, and account exceptions, taking appropriate action to resolve concerns.
- Ensures the proper implementation of Welcome Center procedures, regularly auditing, reviewing, and updating desk protocols. Communicate any updates to staff in a timely and effective manner.
- Collaborate with the Membership Director to implement membership campaigns, promotions, and marketing initiatives while ensuring accurate administrative support.
- Represent the YMCA professionally during community outreach events, membership drives, health fairs, and other promotional activities as assigned.
- Demonstrate professionalism, accountability, attention to detail, and a commitment to continuous improvement while supporting the YMCA's mission, values, and commitment to exceptional member service.
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.