Ymca Bethesda-Chevy Chase Membership Associate

The YMCA of Metropolitan Washington is one of the largest charities in the DC area. The Y serves as an anchor in the community offering programs and services encompassing youth development, healthy living, and social responsibility. 

Position:Membership Service Coordinator Salary:$17.00/hr   
  
The YMCA of Metropolitan Washington is a leading nonprofit organization that has a strong commitment to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility. The Y is a cause driven organization that offers tremendous opportunities to make a difference. We invite you to join us in this amazing work to develop your skills, to realize your leadership potential and discover a career that is so much more than a job.  
  
About the Job 

• Works directly with the Membership Director and all branch staff to uphold the YMCA customer service standards of "Facility Excellence", "Staff Engagement" and "Show".
• Delivers the YMCA mission and philosophy to staff, members and guests.
• Responsible for accurate record keeping; billing; data management: implementation of membership/ registration records; upholding Y standards and policies; and, the smooth function of the front desk.
• Maintains an efficient, effective and reliable front desk staff schedule for the Membership Director.
• Demonstrates excellence in performing all the functions of a Member Service Representative.
• Schedules and assigns functions to Member Service Representatives, as approved by the Membership Director, and ensures work is performed up to standards set by Association and the Membership Director.
• Assists Membership Director in responding to member inquiries, correspondence and communication (i.e. Member Comment Cards).
• Takes a proactive role in solving member problems and directing them to the appropriate resources.
• Must have complete knowledge of all Member Handbook policies; Association and Branch standard operating procedures; and branch programs/activities.
• In accordance with Association standards, supports the implementation of the branch membership acquisition plan, with responsibility for delivering the local plan tactics.
• Supports Member Service team reports under the direction of the Membership Director.
• Supports the proper handling of prospects received at the front desk (i.e. handling of telephone inquiries) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.) following the Association standards and Membership Director's guidance to best support the branch's membership sales and retention results.
• Supports the implementation of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team members (Wellness, Camp, Aquatics, etc.).
• Supports Metropolitan Washington YMCA Member Service Campaigns, Initiatives, Training Sessions, and additional activities.
• Other duties as required.

• High school diploma or GED. Bachelor's degree preferred.
• Minimum of one year experience working as a YMCA Member Service Representative or three years related experience working in membership sales/service.
• Strong communication and relationship building skills.
• A track record of demonstrating initiative, enthusiasm & common sense/good judgement.
• Ability to guide, counsel, coordinate & review staff work (supervision/staff development).
• Leadership, strong organizational, multi-tasking and problem-solving skills.
• PC and database management skills with the ability to perform repetitive data entry duties.

Basic Function and Scope of Responsibility:

The Membership Associate builds the YMCA's capacity to serve the local community by welcoming individuals, families and corporations to the benefits of membership at their YMCA branch. The basic function and scope of responsibility for the Membership Associate includes:

• Plays a leadership role in the daily operation of the Member Service Department in accordance with the Association standards and membership policies;

• Generates incremental membership sales via external sources (corporations, community-events, etc.) and optimizes internal relationships (member engagement, member referrals, etc.) en route to achieving the branch's monthly new member acquisition and member retention goals

• Providing outstanding customer service to all members, guests, staff and the community at-large

Supervisory Responsibility:

No Supervisory responsibility

XProvides guidance, leadership, or training to other employees (no direct supervision)

• Works directly with the Membership Director and all branch staff to uphold the YMCA customer service standards of "Facility Excellence", "Staff Engagement" and "Show"

• Delivers the YMCA mission and philosophy to staff, members and guests

• In accordance with Association standards and membership policies, supports the development and implementation of the branch membership acquisition plan, with responsibility for delivering the local plan tactics, generating incremental sales via external sources, tracking membership progress and assuming ownership of all affiliated results

• Supports Member Service team reports under the direction of the Membership Director

• Supports the handling of all prospect sources (i.e. handling of telephone inquiries, interaction with web leads, etc.) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.) in assuming a major role with the Branch membership results

• In partnership with the Membership Director, responsible for prospecting, securing, and servicing Corporate memberships

• Assists the planning & management of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team members (Wellness, Camp, Aquatics, etc.)

• Participates in the Metropolitan Washington YMCA Member Service Team Meetings, Campaigns, Initiatives, Training Sessions, and additional activities

• Partners with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention

• Maintains close daily contact with the Membership Director on the status of membership accounts and operations at the branch

• Attends appropriate community events or is a member of appropriate civic associations to promote the YMCA

• Performs assignments when scheduled as Facility Duty Officer

• Other duties as required

Customer Service Standards:

Staff Engagement:

• Greet all members with a smile, eye contact and by name

• Be knowledgeable of all programs and activities to engage members

• Introduce members to each other

Facility Excellence:

• Own the atmosphere created by cleanliness of the facility, information is up to date and have a positive attitude.

• Ensure that information communicated and/or displayed is updated and accurate

• Be proactive and responsive to all members needs

Show:

• Share personal Y experience with all

• Share Y Mission stories

Education, Certification, Skills, and Experience:

• Bachelor's degree or equivalent experience

• A minimum of three years experience in membership sales and service

• A track record of demonstrating initiative, enthusiasm & common sense/good judgement

• Skills required include communication, relationship-building, customer service, leadership, multi-tasking and problem-solving skills

• Must be able to review and guide the work of others

YMCA Leadership Certification:

Position requires ongoing progress towards Leader Certification

Working Conditions:

• Ability to work weekends and evenings for branch and corporate functions

• Ability to work extended hours to meet deadlines