Membership Engagement Supervisor

Overview

Our Commitment to Equity

The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.

Job Summary

* This is an on-site position

We are looking for dependable leaders who are excited by the prospect of helping develop and lead our Member Engagement staff. This position will serve on an engaging and dynamic team, playing a key role in ensuring that the daily operations of the member engagement department are running smoothly, overseeing the hiring, training, and scheduling of the member engagement team of staff and volunteers and assist in leading staff meetings.

Support staff in building strong relationships with members; and connect members with programs and activities that will help them achieve their goals.

What you'll get from working at The Y

* Membership to the YMCA of Greater Seattle for you and your household

* Medical, Dental, Vision, and Life insurance

* Retirement with generous employer contributions

* Free access to mental health resources

* Rapidly-accruing paid time off (PTO)

* Discounts on qualifying YMCA of Greater Seattle childcare and day camp programs

Hiring Range: $24.00 - $26.40/hour DOE

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.

* Provide accurate information about membership and programs.

* 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.

* Recruits, 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.

* Ensures the delivery of sales and customer service training for desk staff.

* Responsible for accurately maintaining all membership/program records and cash controls.

* Assists Membership/Executive Director in reaching monthly goals for numbers for prospects toured and new members enrolled.

* Follows and enforces 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.

* Other duties as assigned.

Code of Conduct for Applicants

Qualifications

* Two or more years of relevant work experience (sales, retail, reception, customer service, etc.).

* Two or more years staff supervision experience required.

* 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,…