Membership Experience Leader

Ymc; Portsmouth (VA); On-site; USD 18,000 - 19,000; Full time

Job summary

The YMCA of South Hampton Roads is seeking a customer-focused membership specialist to deliver excellent service to members, guests, and program participants.

You will promote memberships and programs, process registrations, and support administrative tasks to ensure a smooth, welcoming experience for all visitors at our facility.

Qualifications

• Excellent verbal, interpersonal and problem-solving skills.
• Ability to work in a fast-paced and constantly-changing environment.
• Ability to multitask and manage priorities under pressure.
• Relates effectively to diverse groups and resolves conflicts professionally.
• Previous customer service, sales or related experience.
• Strong computer skills including Microsoft Office and Google Docs.

Responsibilities

• Delivers excellent service to members, guests, and program participants.
• Responds to member needs and promotes memberships and programs.
• Maintains cleanliness and organization of the facility.
• Handles membership sales, renewals and prospect follow-up as directed.
• Provides administrative support for membership and programs.

Skills

Verbal communication

Interpersonal skills

Problem solving

Multi-tasking

Customer service

Microsoft Office

Google Documents

Tools

Microsoft Office Suite

Google Documents

Job description

Description

OUR CULTURE:

Our mission and core values are brought to life through our culture. At the YMCA of South Hampton Roads, we strive to live our cause of strengthening communities with purpose and intentionality every day.

• We are welcoming: we are open to all and create spaces where people can belong and become.
• We are genuine: we value people and embrace individuality.
• We are hopeful: we believe in the potential of people to grow, lead and become catalysts for change.
• We are nurturing: we support individuals throughout their journey to reach their full potential.
• We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with our people.

Our culture is not a People & Culture initiative; it is how we lead, serve, develop talent, make decisions and deliver on the YMCA's mission.

POSITION SUMMARY:

Delivers excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the facility. Responsible for membership sales, renewals, and prospect follow up as directed. Provides administrative support for membership and programs to create an optimal experience for guests.

ESSENTIAL FUNCTIONS:

• Implements sales and membership strategies that support recruitment of new members and retention/engagement of existing members including achievement of sales goals, prospect closing ratios, 13-month retention, membership revenue, and secret shopping goals as directed by the Regional Membership Director.
• Creates a member-focused culture and models relationship-building skills (including Listen First and the YMCA of South Hampton Roads Service Creed) in all interactions.
• Fosters a climate of innovation and resolves problems to ensure exemplary member satisfaction.
• Promotes program and membership enrollment in interactions with existing and potential members in conjunction with marketing efforts to maximize sales.
• Coordinates program registration, including logistics to support phone, walk-in and web registration.
• Ensures proper implementation of member service procedures. Reviews and updates membership procedures and communicates changes to staff. Coordinates with the Resource Operations Center as necessary on financial transactions.
• Assists in organizing membership events at the YMCA and occasionally represents the YMCA at community events to promote the YMCA.
• Participates in staff meetings and/or related meetings as requested.
• Completes employee training as required, including New Staff Orientation, Blood Bourne Pathogens and Child Abuse Prevention, among others.
• Follows all standards, policies and procedures as established by the YMCA of South Hampton Roads, including Employee Code of Conduct, Child Abuse Reporting and Prevention, emergency procedures and state licensing standards where applicable; makes ADA accommodations where appropriate; maintains the program site, equipment, YMCA COVID-19 sanitation and standards, and required program records.
• Assists in all areas as assigned.

Requirements

YMCA LEADERSHIP COMPETENCIES:

• Engaging Community
• Communication & Influence
• Collaboration

QUALIFICATIONS:

• Excellent verbal, interpersonal and problem-solving skills
• Ability to work in a fast-paced and constantly-changing environment
• Ability to multitask
• Ability to set priorities and manage multiple concurrent tasks
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Ability to handle conflict professionally and manage conflict resolution in a timely manner
• Previous customer service, sales or related experience
• Strong knowledge of computer operations, Microsoft Office Suite, and Google Documents
• High attention to accuracy and detail
• Must be able to work flexible hours including evenings, weekends, and holidays
• Former YMCA experience utilizing SGA Sales preferred

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

This position operates in a YMCA facility environment and regularly interacts with team members, leaders, members, program participants, vendors, and other stakeholders. The role requires frequent walking, standing, bending, kneeling, stooping, and other physical movement associated with housekeeping and facility operations, as well as the ability to maintain attention to detail while performing multiple tasks. The position requires the ability to lift, pull, carry, and move up to 50 pounds and may involve prolonged periods of standing or sitting. The role requires the ability to work independently with appropriate judgment, maintain positive and cooperative working relationships, and successfully complete required job-related training or certifications. Flexible hours, including evenings or weekends, may be required based on organizational needs.

The YMCA of South Hampton Roads provides reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position, consistent with applicable law.

ACCOUNTABILITY:

Employment is contingent upon satisfactory performance and successful completion and maintenance of applicable position requirements, which may include background screening, driver's license review, CPS screening, drug and/or alcohol testing, or other screenings as required by the position or applicable law.

COMPENSATION & BENEFITS:

Wage Range: $13.00 - $14.50 hourly

The wage range provided reflects the YMCA of South Hampton Roads' good-faith determination of the minimum and maximum starting salary for this position.