Member Services Lead

Duluth YMCA

About The Position

The Member Services Lead delivers excellent service to all members, guests, and program participants. Responds to member and guest needs. Promotes YMCA memberships, programs and services in order to enable the branch to forward its strategic mission goals. Performs financial and operational tasks. 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.

Requirements

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 90 days. Higher levels of certification are accepted.
Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.
Must be able to successfully pass a background check.

Responsibilities

Implements membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
Interviews and/or tours prospective members determining needs and offering solutions; sells memberships and completes merchandise sales.
Builds relationships with members; help members connect with one another and to the Y.
Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration.
Reviews and updates desk procedures and communicates changes to staff. Coordinates with the Program/Membership Director as necessary on financial transactions.
Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
Leads assigned aspects of the fund-raising campaign such as entering new and reoccurring donations.
Handles and resolves membership concerns and informs Executive Director of unusual situations or unresolved issues.
Books room rentals and facility rentals in conjunction with the Executive Director.
Inventories and orders merchandise for the YMCA store in collaboration with Director.
Creates deposits and manages shift cash.
Works a flexible schedule to help cover desk shifts including evenings and weekends. Work as a front-line Representative at the desk during a majority of hours.
Completes other projects as assigned to meet event and facility needs.
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.

Benefits

Retirement accounts (You can contribute at any time, but the Y will contribute 12% after two years of service with 1,000 hours in each of the two years)
Medical, Dental, Vision, and Life Insurance Plans
Access to a MNsure Navigator
Medical and Dependent Flexible Spending Accounts available
Long and Short-Term Disability Coverage
Employee assistance program
Complimentary nationwide 2 adult family membership to the Y
Discounts on programs, summer camps, YMCA Camp Miller
Paid time off (About 120 hours/year and starting with 40 hours)
Paid parental leave
Subscription to the Calm app
Bereavement leave
Paid holidays
Team member referral program
Employee engagement and appreciation activities
Growth and development opportunities
Free parking
Leadership certification and related training offered and encouraged