Lead Membership Specialist presso YMCA of Greater Grand Rapids

Description

OUR CULTURE

Guiding Principles describe our behaviors to support our organization’s work throughout its life in all circumstances, irrespective of changes in goals, strategies, and leadership. Our Guiding Principles are as follows: We CULTIVATE-We grow staff and volunteer leaders who will be stewards of the Y mission, resources, and opportunities. We OWN-We think long-term and act on behalf of the organization, beyond our own team. We WELCOME-We are inclusive of all people and all communities. We SERVE-We provide timely and excellent service to members, volunteers, community, and each other. We LEARN-We are never done learning and always seek to improve. We are curious about new possibilities and act to explore them. We UNITE-We work together to achieve big goals and speak as one voice. We RESPECT-We treat others with kindness and speak positively about other people in all situations. We PLAY-We celebrate, appreciate, and have fun!

The YMCA of Great Grand Rapids utilizes a Membership By Design framework, which is a member involvement and community building model for YMCAs across the country. All staff members—front-line, management, full- and part-time—and volunteers have a role to play in member engagement. These responsibilities can be broken into six steps:

1. Enrollment: Staff and volunteers encourage potential members to enroll in programs and activities that meet their needs.
2. Satisfaction: Staff and volunteers ask members continually about their satisfaction with a program or activity, track responses, listen to suggestions, and respond promptly in a manner consistent with the values of caring, honesty, respect, and responsibility.
3. Relationship Building: Staff and volunteers are open, friendly, and approachable to all YMCA members and participants. Staff and volunteers initiate interaction with and between members.
4. Education and Conversion: Staff and volunteers know about and share their knowledge of the YMCA, its programs, its policies, its mission, its values, and how it benefits members and the community.
5. Volunteerism and Leadership: Staff and volunteers create opportunities for members to volunteer in their areas of interest, and they ask members to do so whenever appropriate.
6. Ownership: Staff and volunteers encourage members to “own” the YMCA, using words such as “we,” “us,” and “our association” (and actions that match those words) to include members as well as staff and volunteers.

POSITION SUMMARY:

The Lead Membership Specialist assists the Member Engagement Director with the day to day operations of the membership desk and member services programs. This position requires face-to-face leadership at the membership desk. This position has an alternating A & B week schedule and  will include early mornings, evening, and weekend responsibilities, as needed.

ESSENTIAL FUNCTIONS:

• Manage day-to-day operations of the Welcome Desk
• Serve as the Member Service Associate, as scheduled, by selling memberships, guest passes, programs and special events
• Maintain the Welcome Desk in a clean, organized and welcoming fashion
• Address member complaints/concerns and direct them to the appropriate staff when needed
• Coordinate membership administrative activities including but not limited to: membership edits, returned membership dues, auditing daily membership sales and guest entry, monthly renewal statements.
• Assist with member prospecting, on-boarding and retention strategies
• Present YMCA membership information to corporate members and at community expo’s
• Communicate with prospective members and memberships that are at risk of terminating
• Provide cause driven tours to prospective members
• Regularly communicate corporate partners and provide marketing material to engage participation in YMCA programs and activities
• Support the on boarding process for new members
• Conduct supervisory responsibilities in accordance with the Association’s policies and applicable laws.
• Publish the monthly Welcome Desk schedule
• Assist in the interview process for new staff
• Provide employee training for Daxko operations and membership standard operating procedures
• Works as a cause driven Leader on Duty by role modeling YMCA language, departmental expectations, phone demeanor, and member relations.
• Coordinate facility rentals and birthday parties at the YMCA branch

Performs any other functions deemed to be necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids Association

COMPENSATION

$16.43 - $20.54 ; Part-Time, Non-Exempt (up to 25 hours/week)

BENEFITS

• Free YMCA Individual Membership
• 12% retirement contribution upon eligibility, learn more here.
• 403(b) retirement savings account
• Ongoing training and development opportunities
• Access to the Employee Assistance Program and resources for you and your family
• Community Discounts, and more!

Requirements

QUALIFICATIONS:

• Associate's degree (AA) or equivalent from two-year college or technical school; six months to one year of related experience in customer service, sales, or marketing; or equivalent combination of education, training, and experience.
• Past supervision experience preferred.
• Working knowledge of computers and experience with a variety of software applications, including Daxko, is beneficial.
• Ability to learn proprietary software to enter or edit member information, take photo-id’s, and scan member cards.

CERTIFICATES, LICENSES, REGISTRATION

• Blood Borne Pathogen training
• Cardiopulmonary Resuscitation (CPR) Certification required within the first 60 days
• First Aid Certification required within the first 60 days
• AED-Oxygen Certification required within the first 60 days
• State of Michigan criminal background clearance (ICHA

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL:

0 - 5% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training.