Associate Director of Member Services

Greater Missoula Family YMCA • Missoula, MT

16d • Onsite

About The Position

The Associate Director is responsible for the management of the Welcome Center staff team, including the hiring, onboarding, training, scheduling and payroll with support from the Director of Program and Member Services. The Associate Director is responsible for all day to day operations of the Welcome Center and provides excellent customer service to all people in the YMCA and models the Y core values. The Associate Director assists the Director of Programs and Member Service in this front desk position, serves as primary point of contact for all information inquiries, and maintains secure use of facility to members and guests. Provides accurate information regarding Y membership, programs, financial assistance and cause. Processes transactions involving program registration and receipting of registration fees, works on accounts receivable and collection transactions. Works to help train Welcome Center staff members, steps in when the Director is not available. Role models proper procedure and exemplary service. Communicates with Director on any staffing needs or concerns. The associate Director stays up to date and trains staff on membership software and databases. Acts as the manager on duty when the Director is out of the office. Hours are somewhat variable and may include occasional nights and weekends. The regular shifts for the Associate Director are set as Tuesday through Saturday but can vary based on business needs and peak business hours. Must be able to thrive in an environment with multiple activities occurring at once. Leads by example and sets conduct expectations for front line staff. Works independently with general supervision.

Requirements

• Must complete Child Abuse Prevention training prior to starting and have or obtain CPR certification within first 60 days of employment
• Successful experience in public relations, reception, sales or customer service
• Open, friendly personality with strong interpersonal skills
• Basic math and computer skills

Nice To Haves

• High school diploma or equivalent or combination of education and experience

Responsibilities

• Provides a quality experience for everyone who accesses or contacts the Y
• Train staff on proper procedure and quality member experience
• Manages the WC staff and schedule, finding coverage for shifts and filling in as necessary
• Maintains regular front desk coverage and assists with additional duties during periods of high demand
• Resolves member issues and or communicates issues to the director
• Communicates with Director regarding any staff and member concerns
• Greets and acts professionally toward all members, prospective members, program participants, staff and volunteers when entering the building and wishes them well when exiting the building
• Learns member’s names and uses them frequently, establishes and maintains a working relationship with all members on a one-to-one basis
• Introduces members to other members and staff, involves members in other YMCA activities and volunteer opportunities
• Promotes the YMCA mission and cause in all interactions
• Discusses and communicates all member issues with the Director and assists with member conduct meetings as needed.
• Sets expectations with staff on how to clearly communicate facility issues and emergencies looping in the Director and CEO
• Is able to step in when the Director is unavailable
• Uses Listen First skills effectively giving member focused tours
• Gives tours to prospective members
• Updates the YMCA Scheduling App
• Is able to create and post signage for class and facility closures
• Is able to enroll members of all types, set up payments, assist with membership changes, add units in Daxko, perform background checks
• Maintains online portal for membership change requests including upgrading/downgrading memberships, holds, and cancels.
• On a monthly basis, audits member accounts, membership types and locker rental programs
• Is able to perform more complex actions on member accounts, does upgrades/downgrades, schedules payments, adds fees and adjustments, merges and reactivates memberships
• Accesses schedule information, enters program registrations, makes payments on accounts including discount adjustments, makes sales and use of guest passes and gift cards
• Provides financial assistance information, reviews financial assistance applications for completeness, sets up financial assistance memberships, and calls, notes and files approved and pending applications, creates childcare tax statements as needed.
• Can do close outs and drops, balances and reports daily monies of his/her shift
• Does insurance billing
• Leads Welcome Center team staff meetings with the support of the Director
• Provides program registration and information, provides membership information and enrolls new members, knows how to admit national and away members
• Prepares and sends Accounts Receivable, and Collection Prevention and account balance correspondence as directed
• Leads training of Welcome Center staff with support of the Director
• Answers and directs, transfers, parks phone calls and can use paging system
• Use other computer programs in use by the Y, such as Playerspace and Facility Dude & Insurance portals
• Maintains communication with members who have expiring billing methods, discount groups or age change restrictions
• Responds to the concerns of members and others and directs to appropriate person when needed
• Attends staff meetings and trainings, as scheduled
• Assists other staff in emergencies and incident reporting
• Communicate YMCA goals, program offerings and events to members, participants and potential members
• Creates the work schedule and reports to work on time or finds an approved substitute, complete timesheet on a daily basis.
• Completes required child sexual abuse prevention training, comply with legal and ethical obligation as a mandatory reporter of suspected child abuse, and cooperate fully with any investigation of such abuse
• Offering support to other departments, programs or events as needed
• Follows Praesidium policies and holds staff accountable
• Performs other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed