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Membership Services Supervisor

3 months ago

Lakewood, United States YMCA of Greater Long Beach Full time

**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 lobby area.

**Essential Functions**:

- Supervise the front desk staff, ensuring members receive excellent service.
- Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
- Manage Branch front desk, cash management and receipting procedures, enrollments and registrations, receivables and payments. Monitor membership usage, check-in and service procedures, cancellations and changes. Ensure the accurate processing and management of Membership software systems including, DAXKO, ATS (Automatic Transfer System) and others.
- Track facility usage, Inquiries, Tours, Due-To-Renews, Guests, New Members, Terminations, etc.; prepare daily, weekly and monthly reports and schedules; collect and distribute program evaluations; conduct quality checks and satisfaction surveys.
- Assist with member relations & involvement, member services inquiries, complaints and concerns. Responsible for new member sign-ups, and program needs. Process Financial Assistance requests for Membership. Schedule and conduct membership interviews and tours.
- Assist with the hiring, training, scheduling and supervision of membership staff. Attend regular staff meetings and assist as needed. Ensure program requirements are enforced.
- Assist with promoting program awareness through publications, marketing materials and member promotion programs. Participate in Community/facility events.
- Assist with fundraising & special event efforts; serve as a staff liaison for fundraising team. (Sustaining and Special Events) Provide staff leadership for at least one Branch Special event.
- Follow and enforce safety standards, policies and procedures. Ensure proper care and use of assets.
- Attend all staff meetings, trainings and other YMCA functions as required by Supervisor.
- Maintain open lines of communication with staff, parents, and supervisor.
- Perform other duties as assigned.

**YMCA Competencies (Team Leader)**:

- Mission and Community Oriented:_ Models and teaches YMCA values. Champions inclusion activities, strategies and initiatives. Ensures high-level services that differentiate the YMCA from other providers. Provides volunteers with orientation, training, development and recognition.
- People Oriented: _Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Builds relationships to create small communities. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
- Results Oriented:_ Holds staff accountable for high-quality results using a formal process to measure progress. Conducts prototypes to support the launching of programs and activities. Provides others with frameworks for making decisions. Develops plans and manages best practices through engagement of team. Cultivates relationships to support fundraising. Effectively creates and manages budgets.
- Personal Development Oriented:_ Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change.

**Qualifications**:

- Must be 18 years of age.
- High school diploma or equivalent required, some college preferred.
- CPR/First Aid certification required.
- Minimum of 2 years experience in customer service or related experience required 1 year needs to be with the YMCA.
- 2 years of computer experience required.
- Marketing experience required.
- Excellent interpersonal and problem solving skills.
- Ability to connect with people of diverse backgrounds.
- Knowledge of computers.
- Supervisory experience a plus
- Criminal Clearance including Fingerprints.
- Health Screening w/negative TB test and Negative Drug Test Screening
- Complete Online New Employee Orientation and Child Abuse Prevention Training.

**Working Conditions**:

- Environmental Factors:_ Indoor and outdoor facilities (e.g. kitchen and recreational sites); exposure to heat, cold, potentially hazardous chemicals, toxic materials; work on slippery or uneven surfaces. Noise level is usually moderate.
- 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to stoop, bend, kneel, crouch, talk, hear, stand, walk, sit, and reach with hands and arms. The employee must