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Associate Membership Director

Roxbury, MA, USA | YMCA

  • Industry:
    Non-Profit / Social Enterprise
  • Position Type:
    Full-Time
  • Functions:
    Business Development
    General Management
  • Experience:
Job Description:
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The YMCA is for Youth Development, Healthy Living and Social Responsibility.Under the supervision of the Director of Membership Sales & Service, this position will represent the YMCA in a manner in accordance with the mission and goals of the YMCA.


Expectations For All YMCA Staff:


Provide excellent member service by exceeding member expectations including being a good listener, caring about member’s well-being and checking in on their progress.Staff must also take the initiative to talk with members and to make them feel welcome.

Use Listen First skills to build relationships with members, program participants and prospects.

Make eye contact with members as much as possible when talking to them.

Ask members how they are doing or if they are having a good day as they come into the facility or during classes. 

Make members feel welcome by being pleasant and cheerful, which includes saying hello, goodbye, calling members by name and most importantly smiling at them.

POSITION SUMMARY:


The YMCA is for Youth Development, Healthy Living and Social Responsibility.Under the supervision of the Director of Membership Sales & Service, this position will represent the YMCA in a manner in accordance with the mission and goals of the YMCA.


Expectations For All YMCA Staff:


Provide excellent member service by exceeding member expectations including being a good listener, caring about member’s well-being and checking in on their progress.Staff must also take the initiative to talk with members and to make them feel welcome.

Use Listen First skills to build relationships with members, program participants and prospects.

Make eye contact with members as much as possible when talking to them.

Ask members how they are doing or if they are having a good day as they come into the facility or during classes. 

Make members feel welcome by being pleasant and cheerful, which includes saying hello, goodbye, calling members by name and most importantly smiling at them.


Principle Duties:


Be on time, ready to start work at Welcome Center at beginning of your shift, dressed in uniform and name-tag, no matter the weather. This position works a Tuesday – Saturday schedule year round.

Be open and willing to be a substitute to work a shift where there is no coverage, including opening, closing and weekend shifts.

Assist in meeting and exceeding monthly and annual membership sales goals.

Conduct prospective member tours as per training; demonstrate consistent excellence in sales and closing techniques, telephone and in-person service, and prospective member engagement; follow up for prospective members on a daily basis.

Track sales through excel spreadsheets in P Drive.

Oversee renewals including sending out billing statements with marketing flyer and tracks in excel spreadsheets in the P Drive.

Follows up with all terminations, Accounts Receivables and documents results in excel spreadsheet.

Train staff on Welcome Center policies and procedures and monitor efficiency and accuracy,

Assist in grass roots marketing including flyering, tabling, and attending special community events as needed

Train welcome center staff on data entry system, protocols, tours and set high expectations of customer service,

Work some nights and weekends as assigned.

Perform program and camp registrations as well as membership sign-ups in data entry system.

Perform responsibilities such as cashing out, balancing daily transactions, and dropping envelopes in safe.

Maintain an orderly and neat workspace.

Be ready and able to respond to an emergency, assemble emergency equipment and assist in care of the victim.

Attend all staff meetings (mandatory) and be able to work as a team player.

Perform all other duties as assigned.

Assign work duties to staff, monitor performance and communicate corrections,

Know and execute basic management skills including effective motivation, equality, delegation, performance management, evaluation, and corrective action.


Skills and Competencies/Know How:


Able to multi-task (helping customers, answer phone, handle other duties)

Able to be efficient, proficient and knowledgeable in customer services, cashiering, and decision making.

Able to learn information about each department to better serve potential members and current members or know where to find it.

Able to understand the relationship of the general public to the association, of staff to volunteer, and of staff to staff, and be able to effectively enhance and cultivate those relationships.

Able to communicate effectively with adults and children alike.


PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 


¨ Ability to stand for long periods of time as well as work and train on a computer.


¨ Excellent audible ability. Able to hear sounds up to 300 feet away at normal decibel level.


¨ While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls, and talk or hear.The employee frequently is required to sit and reach with hands and arms.


¨ The employee must occasionally lift and/or move up to 20 pounds including transporting the trauma bag to an emergency. 


¨ Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.


¨ Physically and verbally able to interact with members and staff.


¨ The noise level in the work environment is usually moderate.


REQUIRED TRAINING/CERTIFICATIONS:


¨ Child Abuse Prevention (or within 30 days of employment)


¨ Respect in the Workplace (or within 30 days of employment)


¨ Member Service Training


¨ Listen First


¨ Oxygen Administration, First Aid, CPR/AED for the Professional Rescuer


Requirements

Requirements


Skills and Competencies/Know How:


Able to multi-task (helping customers, answer phone, handle other duties)

Able to be efficient, proficient and knowledgeable in customer services, cashiering, and decision making.

Able to learn information about each department to better serve potential members and current members or know where to find it.

Able to understand the relationship of the general public to the association, of staff to volunteer, and of staff to staff, and be able to effectively enhance and cultivate those relationships.

Able to communicate effectively with adults and children alike


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