Membership Services Lead

5 days ago


Montclair, New Jersey, United States Montclair YMCA Full time

h3JobDescription/h3pToexcelinthisrole,youwilldeliverexceptionalservicetomembers,guests,andprogramparticipants,whileleadingthememberserviceteamandexemplifyingtheYMCA'svaluesofCaring,Honesty,Respect,andResponsibility./ppbOurCulture:/bAttheMontclairYMCA,westrivetobetheEmployerofChoice,provideWorld-ClassService,andbetheCharityofChoice.Ourgoalistobeaplacewhereemployeesareempoweredandexcitedtocometowork./ppbKeyResponsibilities:/b/pulliExhibitsuperiorknowledgeofdepartmentSOP's,trainstaffinallaspectsoftheirrole,andensuretheteamhasaclearunderstandingandvision./liliProvideahighlevelofcustomerservicetocurrentandpotentialmembers./liliLeadtheteamtosuccessfullyparticipateinallrequiredtrainingsandparticipateinallstaffevents./liliRepresentmembershipwithinthecommunityathealthfairs,events,andwithvariousentities./liliChampionretentioninitiatives,train,andleadtoexceedinggoals./liliPartnerwiththeMembershipDirectortoimplementmembershippolicies(SOP's)andallsystemsthatsupportbranchmembership,program,andmarketingobjectives./liliCollaboratewiththeMembershipDirectortoimplementmembershippolicies(SOP's)andallsystemsthatsupportbranchmembership,program,andmarketingobjectives./liliProvidevaluableandrelevantfeedbackandoffersolutionsregardinggapsinserviceand/ormemberconcerns./liliCollaboratewiththeMembershipDirectortoparticipateinmonthlyteam-focusedmeetings./liliBetheleaderondutyintheabsenceoftheMembershipDirector,includingleadershipduringopening,closing,andweekendoperations,aswellasfollowingallEAPprotocols./liliContinuallyworktowardsself-developmenttostaycurrentoncustomerservice,sales,andleaderproceduresandpractices./liliPerformspecificdutiesasassigned,includingdailymonitoringofmembercommunication,responses,andtrackingofchangestomembershiprequests./liliAccuratelyandtimelyprocessall3rd-partybilling./liliOrganizememberinquiriesandtourtracking,sales,andnewmemberonboarding./liliAttendrequiredAbuseRiskManagementtrainingandadheretoproceduresrelatedtomanaginghigh-riskactivitiesandsupervisingmembersandparticipants./liliFollowemployeeandvolunteerscreeningrequirementsandusescreeninginstrumentstoscreenforabuserisk.Provideemployeesandvolunteerswithongoingsupervisionandtrainingrelatedtoabuserisk./liliProvideemployeesandvolunteerswithregularfeedbackregardingtheirboundarieswithconsumersandrequirethemtoadheretopoliciesandproceduresrelatedtoabuserisk./liliRespondquicklytopolicyandprocedureviolationsusingtheY'sdisciplinaryproceduresandrespondseriouslyandconfidentiallytoreportsofsuspiciousandinappropriatebehaviorsandfollowmandatedreportingrequirements./liliCommunicatetoallemployeesandvolunteerstheY'scommitmenttoprotectourmembersfromabuse./liliReportsuspiciousorinappropriatebehaviorsandpolicyviolationsandfollowmandatedabusereportingprocedures./liliEnsuremembers,volunteers,andvendorsareproperlysignedinandsignedout,andensureonlyauthorizedemployees,members,volunteers,andvendorsareallowedinthefacility./li/ul



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