Membership Engagement Supervisor

Responsibilities

• Provide exceptional customer service by exceeding member expectations.
• Consistently greet every person who enters the YMCA (by name, if known) and recognize all members and guests when they leave.
• Engage in active listening with members and program participants in order to build relationships, understand individual’s goals and interests and take the initiative to ensure the member has a positive experience.
• Help prospects and members experience the YMCA by introducing them to other employees and members.
• Be a “Relationship Builder” for the YMCA.
• Be familiar with the mission statement and core values of the YMCA. Model the core values while working and communicating with other staff members.
• Actively listen, reflect and respond to customer questions and concerns in a caring manner. When the opportunity presents itself, go above and beyond to resolve the situation immediately.
• Hires, trains, evaluates and supervises assigned staff and volunteers.
• Ensures effective tours are being conducted and enrollment procedures are in place.
• Responsible for continuous improvement of all front desk services including member and constituent relations, information and program registration.
• Assists Membership/Executive Director in reaching monthly goals for numbers for prospects toured and new members enrolled.
• Fulfills all YMCA procedures and policies, including: personnel guidelines, safety guidelines, facility access procedures and membership policies.
• Carry out emergency plans as necessary.
• Ensure the front desk is organized, clean and safe. Takes initiative to clean up/repair areas as needed.
• Attends and remains current on all mandatory trainings and staff meetings.
• Be knowledgeable and supportive of the YMCA Annual Campaign.
• Participates in assigned leadership functions for the campaign.

Qualifications

• Two or more years of relevant work experience (sales, retail, reception, customer service, etc.).
• Two or more years staff supervision experience required.
• A high school diploma or equivalent.
• Exceptional customer service skills, responding to multiple questions via phone, email and in person.
• Ability to problem solve and resolve conflict.
• Ability to manage the member engagement recruitment process, including membership tours, interviews and sales.
• Strong computer skills and experience working with and database software, word processing, and Microsoft Office.
• Knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
• Preferred qualifications: Knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.). Ability to speak any language in addition to English may be helpful.