Hybrid Member Services Lead bei Duluth Area Family YMCA

Summary/Objective   

The Member Services Lead delivers excellent service to all members, guests, and program participants. Responds to member and guest needs. Sells and promotes YMCA memberships, programs, and services to enable the branch to forward its strategic mission goals. Together with Membership Representatives, this person is the first point of contact for prospective new members, determining their needs, and offering solutions to meet these needs.   

Our Culture 

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with you. 

Essential Functions   

• Works with the Membership Experience Director to meet branch and association membership, member engagement, and retention goals.  
• Responsible for covering desk shifts in case of absenteeism in conjunction with Member Experience Director.  
• Responsible for scheduling and maintaining membership representatives.  
• Assists in Member Services Representatives' training processes.  
• Assists with updating manuals, schedules, kit lockers, and merchandise.  
• Interviews and/or tours prospective members determining needs and offering solutions; sells memberships and completes merchandise sales.  
• Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.  
• Builds relationships with members; help members connect with one another and to the Y. 
• Supports member/community programming and events, both onsite and out in the community.
• Assists with prospecting and lead generation for new members, including post-tour calling and following up on referrals and terminations.  
• Helps organize membership engagement events at the YMCA.  
• Processes new memberships and helps audit paperwork.  
• Assists in social media posts and responses to followers as needed.
• Responsible for booking room rentals and facility rentals in conjunction with the Member Experience Director. 
• Handles and resolves membership concerns and informs Member Experience Director of unusual situations or unresolved issues. 
• Acts in the Leader on Duty (LOD) capacity when working evenings and weekend day(s).
• Fosters an inclusive environment appreciative of differences in the workplace. Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.

YMCA Competencies   

• Values: Accept and demonstrate the Y’s values  
• Community: Desire to serve others and fulfill community needs  
• Inclusion: Work effectively with people of different backgrounds, abilities, opinions, and perceptions  
• Relationships: Build rapport and relate well with others  
• Developing Others: Take the initiative to assist in developing others  
• Decision-Making: Make sound judgments, and transfer learning from one situation to another  
• Change Capacity: Demonstrate an openness to change, and seek opportunities in the change process  

Supervisory Responsibility   

This position will supervise the Member Services Representatives in conjunction with the Member Experience Director.   

Work Environment   

The Member Services Lead Staff will work primarily at the front desk and also in an office to ensure that members and their guests receive positive, respectful service. The work environment will require mobility between different parts of the Y. Will also use standard office equipment: computers, phones, photocopiers, filing cabinets, and fax machines. 

Physical Demands   

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   

• The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

Position Type/Expected Hours of Work   

This is a full-time position. The building is open weekdays and weekends. The Member Services Lead may work either a Wednesday – Sunday schedule or Sunday – Thursday schedule. Hours may depend on the needs of the department.  

Travel   

This position will require occasional traveling between sites within the Duluth Area Family YMCA.  

Required Education and Experience   

• Minimum of two years of sales or customer service experience or YMCA customer service experience.  
• Bachelor's Degree in business, marketing, or similar programs. 
• Strong interpersonal skills with the ability to build rapport and credibility quickly.  
• Ability to work with people of diverse backgrounds.  
• Unquestioned integrity and commitment to the Y’s mission and values.  
• Basic knowledge of computers.  
• CPR/First Aid and AED certified. Training can be provided upon hire and must be obtained within 60 days. Higher levels of certification are accepted.  
• Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.

Additional Eligibility Qualifications   

• Must be able to successfully pass a background check.  

EEO Statement   

The Duluth Area Family YMCA (the Y) provides equal employment opportunities (EEO) to all employees and applicants for employment without regards to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Y complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation, and training.   

Other Duties   

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.