Job Type Full-timeDescription$22/hr. and a Free YMCA Family MembershipUnder the supervision of the Membership Director/Executive Director, the Membership Staff Associate will be responsible for the effective and efficient contact between members and staff. Staff development, membership development (recruitment and retention) and satisfaction will be the primary focus. Also, to provide superior service to YMCA members, program participants and the general public. The position is responsible for demonstrating YMCA leadership competencies to ensure the mission, purpose, image, and core values of the YMCA of Greater Rochester is conveyed.ESSENTIAL FUNCTIONSUsing YMCA of Greater Rochester Best Practices, the Membership Staff Associate:Provides a positive member experience by connecting with members and building relationships to drive member engagement and retention.
- Hires, trains, onboards and supervises new membership staff.
- Supports new branch membership engagement and retention initiatives.
- Processes membership category change requests for current members.
- Audits new memberships, makes corrections, and works with staff to ensure best practices are being used.
Membership Staff Associates must also be able to fill the roles of Member Service Representatives, Member Engagement Specialists and Membership Coordinators. To do so they must be able to:
- Lead branch tours for new and prospective members.
- Communicates branch policies and procedures, including age requirements, cancellation policies, and membership categories.
- Provide support to Front Desk by filling shift openings when needed.
- Onboard new members, by determining best-fit category, taking payments or setting up payment plans, and familiarizes new members with digital tools (app, Website, membership account, etc.).
- Search for, navigate, and interpret member records including membership type and who is on the membership, account history, program registration, payment method, account balances when applicable, and custom notes.
- Handle credit cards or electronic checks for updating automatic payments, save for future use, and pay account balances. Processes membership cancellations according to YMCA of Greater Rochester policy.
- Register members for programs in Aquatics, Health & Wellness and others.
- Keep accurate, detailed records of all transactions, membership records, incident reports and other necessary documentation; reconciles all cash, check and charge transactions to balance shift report.
- Follow Association Membership procedure for specialized memberships including, but not limited to, Experience Scholarship applicants, Community Health Partners, and Nationwide Members.
- Is familiar with and carries out emergency procedures, building rules and regulation
- Maintain a well-presented facility with a high level of responsiveness in regard to cleanliness and repair
- Ensure YMCA of Greater Rochester Best Practices are used by all staff.
- Attend all required meetings and training.
- Maintains required certifications.
- All other duties as assigned.
Requirements
- Must be at least 21 years of age and possess a high school diploma or GED. Associate degree preferred.
- At least 1 year of supervisory experience.
- At least 2-3 years of customer service experience.
- Prior experience working in a high volume, member-focused environment is preferred.
- Ability to lead and hold staff accountable to best practices as necessary.
- Possess excellent interpersonal, communication, and independent problem-solving skills.
- High level of attention to detail and quality service and facilities.
- Ability to work with a diverse population.
- CPR/AED and First Aid Certifications are required or the ability to obtain within 60 days of hire.
PHYSICAL REQUIREMENTS:
- Must be able to sit or stand for extended duration of shift.
- Must be able to bend and stoop frequently.
- Must be able to move within building including floor to floor.
- Must be able to lift up to 15 pounds occasionally.
Salary Description $22 per hour