Location: Lakewood,OH, USA
POSITION SUMMARY:
Under the general direction of the Director of Member Impact/Membership Director, the Membership Coordinator will be responsible for overseeing front desk operations, and performing all tasks that are required of front desk staff while also promoting member / customer satisfaction, membership sales, and retention. These tasks include phone and in-person interaction with customers and YMCA staff members, administrative activities which include scheduling and supervision of desk staff, assisting in recruiting and hiring staff, program enrollment, pro shop sales (if applicable), guest fees, etc., record keeping, and payment processing.
ESSENTIAL FUNCTIONS:
* Responsible to greet members and visitors according to association member / customer service guidelines.
* Delivers membership service which includes: giving tours, selling memberships, answering questions and resolving complaints, entering and accessing member information in DAXKO.
* Apply working knowledge of DAXKO system to job according to association procedures.
* Responsible for the administration of branch membership retention processes and activities (e.g. conduct member and program participants' survey).
* Utilize YMCA Sales Training Techniques (e.g. Membership Development Initiative processes).
* Responsible for the maintenance of accurate sales management records (e.g. MDI data tracking sheets; daily, monthly sales reports).
* Responsible for the development and maintenance of a prospect lead generation and follow-up system for guest passes, walk-ins and member referrals (e.g. promotion of YMCA in business and residential community).
* Process payments and association record keeping according to association procedures.
* Keep front desk area neat and attractive and resource material organized and accessible for staff use.
* Assist with general office duties as assigned by supervisor.
* Maintain records of member / customer feedback and complaints and resolution status.
* Responsible for scheduling front desk staff and ensuring adequate coverage at all times.
* Work closely with Member Sales Staff, Program Staff and others to maintain branch policies.
* Demonstrate an understanding of product knowledge, including general exercise, equipment and programs.
* Adhere to Cause Drive Leader on Duty responsibilities and procedures.
* Perform custodial duties as needed or scheduled, daily and weekly.
* Prepare payables and enter invoices and purchase ordered into SGA for approval.
* Responsible for scheduling membership staff and adjusting schedules monthly.
* Completes end of day processes and reconciliation of entries, prepares deposits.
* Designs and prepares marketing (flyers, social media) for all programs.
* Corresponds with CBO to prepare session and registration records.
QUALIFICATIONS:
Education:
* High School diploma or GED required, Associate Degree preferred.
Experience:
* 2 years' experience in sales techniques & cash management, customer service, or member services required.
Certification(s) and Requirements:
* CPR and First Aid certification and Safety training required within 30 days of hire.
* Secure required trainings and/or certifications necessary for the position.
Technical Skills and Knowledge:
* Friendly, outgoing personality; strong communication skills.
* Comfortable working in a membership driven environment.
* Attendance at all required, scheduled front desk/branch meetings.
* Ability to schedule and manage part time staff.
* Be visibly involved w/ members, volunteers and staff in a positive, friendly manner that communicates and demonstrates the YMCA's core values of caring, honesty, respect and responsibility.
* Follows all established policies and procedures, including but not limited to, safety practices and personnel policies.
* Participate in and support association events and fund raising activities.
* Must be able to read; must be able to write legibly and in an understandable manner. Must be able to effectively communicate with and observe program participants, members and YMCA staff.
* Must show commitment to the mission and cause of the YMCA and uphold its values and ethics
* Ability to work effectively work with people of different backgrounds, abilities, opinions and perceptions
* Other duties as assigned by supervisor.
* Demonstrate commitment to the mission, cause of the YMCA, and uphold its values and ethics.
* Ability to work effectively work with people of different backgrounds, abilities, opinions and perceptions
* Willingness and ability to be a mandated reporter for any signs or suspicion of child abuse and neglect. All employees are required to follow the child abuse and neglect reporting process: completion of Suspected Child Abuse/Neglect reporting form, calling children protective services (696-Kids) and notifying your immediate supervisor, branch executive, risk management and human resources department (s).