| Under the direction of Membership Director, and consistent with the Christian Mission of the YMCA, the Sales and Service Lead is responsible for providing key leadership to the membership service staff. This role focuses on building relationships and providing excellent service to members. The Sales and Service Lead will work with and support the Sales and Service Team.
ESSENTIAL FUNCTIONS:
Adhere to all quality standards in accordance with the Membership Department and all staff guidelines (this inclues Loyalty Snapshots).
Responsible for establishing and providing excellent customer service via telephone and in-person inquiries.
Responsible for all monetary, program and registration transactions in Personify while maintaining balanced money bags.
Attend all staff meetings as scheduled.
Attend Sales and Service team meetings as needed.
Conduct Listen First interviews and tours with perspective member tours.
Connect with members on a regular basis based on the goals on the Connection Plan.
Responsible for supporting the Branch Retention Plan that includes processes for initial engagements; follow up, member contacts, exit interviews and new member tracking.
Serve as a member of the Sales and Service Team as needed.
Responsible for following up with prospective members who visit the branch through electronic communication, postcards, and phone calls as needed.
Responsible for coordinating Member Involvement activities such as member socials, member birthdays, member anniversaries, and member get wells, etc as needed.
Provide leadership for the Annual Community Support Campaign.
Lead branch efforts in the area for the staff appreciation and involvement.
Work with the Community Directors to develop member involvement programs, which result in member retention and volunteerism in their respective departments.
Maintain a positive working relationship with other department and staff.
Perform Business Office functions as needed.
Coach all front-line Member Services staff assigned to his/her shift so they are given the confidence and accountability they need to succeed.
YMCA COMPETENCIES:
Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.
Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience.
Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.
Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
REQUIRED QUALIFICATIONS:
Two year college degree or equivalent experience.
Two to four years’ customer service experience.
Computer proficiency – MS Office & ability to learn Personify.
Ability to communicate effectively with members and staff.
Excellent organization, human relation and telephone skills.
Maintain confidentiality with finances, membership and personal information.
Must possess problem solving/conflict solving ability.
Must fulfill requirements for Membership Service staff position.
Required to comply with all required Quality Standards training.
PHYSICAL REQUIREMENTS:
Ability to work a 40-hour week with irregular work hours.
Ability to walk, stand, and sit (including on the floor), while maintaining alertness for extended periods of time.
Position may require bending, leaning, kneeling, and walking.
Ability to speak concisely and effectively communicate.
Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency
Ability to view/enter data for long periods of time.
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