Member Services Lead

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Downtown Membership Director Part-time Regular Team Leader Downtown Duluth, Duluth, MN, US

2 days ago Requisition

Salary Range: $17.00 To $19.00 Hourly

Job Title:

Member Services Lead Staff

FLSA Status:
Non-Exempt

Job Type: Part-Time

Reports to:

Membership Experience Director

Primarily hiring for weekday evening and weekend hours.

• Retirement accounts (You can contribute at any time, but the Y will contribute 12% after two years of service with 1,000 hours in each of the two years)
• Paid time off (Accrue 1 hour of paid time off for every 30 hours worked)
• Complimentary nationwide 2 adult family membership to the Y
• Discounts on programs, summer camps, YMCA Camp Miller
• Team member referral program
• Employee engagement and appreciation activities
• Employee assistance program
• Growth and development opportunities
• Leadership certification and related training offered and encouraged

The Member Services Lead delivers excellent service to all members, guests, and program participants. Responds to member and guest needs. Sells and promotes YMCA memberships, programs, and services to enable the branch to forward its strategic mission goals. Together with Membership Representatives, this person is the first point of contact for prospective new members, determining their needs, and offering solutions to meet these needs.

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming : we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world.

We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with you.

• Works with the Membership Experience Director to meet branch and association membership, member engagement, and retention goals.
• Responsible for scheduling and maintaining membership representatives’ schedules.
• Assists in Member Services Representatives' training processes.
• Assists with updating manuals, schedules, kit lockers, and merchandise.
• Interviews and/or tours prospective members determining needs and offering solutions; sells memberships and completes merchandise sales.
• Provides excellent service to members, guests, and program participants in the branch and on the phone, contributing to member retention.
• Builds relationships with members; help members connect with one another and to the Y.
• Supports member/community programming and events, both onsite and out in the community.
• Assists with prospecting and lead generation for new members, including post-tour calling and following up on referrals and terminations.
• Helps organize membership engagement events at the YMCA.
• Processes new memberships and helps audit paperwork.
• Handles and resolves membership concerns and informs Member Experience Director of unusual situations or unresolved issues.
• Acts in the Leader on Duty (LOD) capacity when working evenings and weekend day(s).
• Fosters an inclusive environment appreciative of differences in the workplace. Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.
• Values:
  Accept and demonstrate the Y’s values
• Community:
  Desire to serve others and fulfill community needs
• Inclusion:
  Work effectively with people of different backgrounds, abilities, opinions, and perceptions
• Relations hi…