Member Experience Coordinator

19 hours ago


Conshohocken, Pennsylvania, United States Greater Philadelphia YMCA Full time
Job Title: Member Experience Registrar

At the Greater Philadelphia YMCA, we are seeking a highly skilled and dedicated Member Experience Registrar to join our team. As a key member of our call center operations, you will play a vital role in connecting parents and members with the services and programs provided by our organization.

Key Responsibilities:
  • Respond to incoming calls, emails, and messages in a timely manner, providing exceptional customer service and support to members and parents.
  • Schedule tour appointments and convert them into new sales, ensuring a seamless experience for our members.
  • Identify member and parent questions, complaints, and concerns, and provide timely and effective solutions to maintain a high level of member satisfaction.
  • Maintain current knowledge of YMCA membership, program, and childcare offerings, and be able to present accurate information to potential and existing members.
  • Handle member and parent complaints respectfully and professionally, and redirect them to the appropriate departments and teams when necessary.
  • Follow all communication procedures, policies, and guidelines during every member and parent interaction.
  • Communicate with program and childcare leaders to ensure a best-quality experience for our members.
  • Serve as a liaison between members, prospective members, branch, and childcare to provide a superior membership experience.
  • Contribute and implement innovative ideas to improve member experience and registration operations.
  • Input registration information into multiple systems, ensuring that parents and members complete all aspects of the registration process timely and accurately.
  • Input childcare attendance information into multiple 3rd party subsidy systems.
  • Stay current on all childcare and camp licensing requirements.
  • Support the delivery of monthly and end-of-year statements per member and parent requests.
  • Cross-train peers on the usage of systems to ensure smooth administration of all YMCA programs.
  • Spend scheduled time in branch and youth development locations shadowing member engagement specialists and/or delivering direct service to members to ensure skills and perspective remain current, as well as to maintain a member-centric mindset.
Requirements:
  • Strong problem-solving orientation and the ability to work effectively as part of a cross-functional team.
  • Data entry skills with a focus on completeness, efficiency, and accuracy.
  • Excellent customer service background and commitment to creating an outstanding member experience.
  • Working knowledge of MS Office programs and experience entering data into computer systems.
  • Strong typing and computer system navigation skills.
  • Strong team skills - gets along with others.
  • Excellent interpersonal, verbal, written, and organizational skills.
  • Strong communication skills, including experience in writing, answering phone calls, and speaking.
  • Ability to prioritize and perform multiple tasks at one time and make quick decisions.
  • Ability to work a flexible schedule with advanced notice based on hours of operation, special events, and position requirements.
Our Culture:

We value CARING, HONESTY, RESPECT, and RESPONSIBILITY in personal character and behavior and believe that they are essential to attaining our mission.

Our Mission:

To improve lives by connecting people to health, well-being, and to each other.

The Greater Philadelphia YMCA is an equal opportunity employer. We consider all applicants for employment without regard to race, color, religion, sex, national origin, age, physical or mental disability, or status as a Vietnam-era or special disabled veteran or other protected classification and in accordance with applicable laws.



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