Senior Member Services Rep Job Putnam area,Connecticut USA,Customer Service/HelpDesk

Senior Member Service Representative (Senior MSR)

Under the supervision of the Membership Director, the Senior Member Service Representative (Senior MSR) provides exceptional customer service and supports the daily operations of the Welcome Center and Membership Department. The Senior MSR serves as a senior resource and role model for Member Service Representatives (MSRs), assists with training and onboarding, processes membership transactions and changes, supports membership acquisition and retention efforts, and helps ensure a welcoming and positive experience for all members and guests.

The Senior MSR is responsible for supporting the smooth operation of the Welcome Center during assigned shifts, assisting MSRs with questions and member concerns, completing administrative responsibilities, and supporting membership initiatives that contribute to the overall success of the branch.

Essential Functions:

Knowledge of YMCA of Greater Hartford procedures, rules, regulations, guidelines, membership policies, and branch procedures.

Serve our diverse communities equitably and act with an inclusive, anti-racist lens at all times; promote a brave, respectful culture at the Y.

Provide exceptional customer service and create a welcoming, positive experience for all members, prospective members, and guests.

Serve as a senior resource and role model for Member Service Representatives by providing guidance, support, and assistance with questions and situations that arise.

Assist with the training and onboarding of new MSRs, including Welcome Center procedures, membership processes, customer service expectations, YMCA policies, and applicable systems.

Lead the Welcome Center during assigned shifts, ensuring smooth daily operations, appropriate staff coverage, and adherence to established procedures.

Perform the standard responsibilities of an MSR, including greeting members and guests, answering questions, processing transactions, enrolling members in programs and classes, and providing information about YMCA services and membership benefits.

Process membership changes and related documentation, including membership holds, cancellations, transfers, payment authorizations, and program registrations.

Assist with financial assistance application approval and reverification by ensuring members provide required documentation while maintaining confidentiality.

Ensure accurate cash handling, daily transactions, reports, and front-desk procedures.

Maintain a clean, professional, organized, and welcoming Welcome Center environment.

Ensure all necessary Welcome Center supplies and inventory are stocked and alert the Membership Director of items that need to be ordered or replenished.

Support membership retention efforts by identifying member needs, addressing concerns, and connecting members with appropriate programs, services, and resources.

Support membership termination prevention and retention efforts by running reports and proactively contacting members with pending future terminations to address concerns, identify retention opportunities, and encourage continued membership.

Assist with termination recovery efforts by contacting former members and identifying opportunities to re-engage them with the YMCA.

Assist with membership promotions, follow-up calls, outreach, and other initiatives designed to increase membership acquisition, engagement, and retention.

Give cause-driven tours to prospective members and effectively communicate the YMCA's mission, programs, services, and membership benefits.

Meet or support budgeted membership acquisition, revenue, and net unit goals each month.

Utilize Daxko Engage to create and implement member engagement initiatives designed to increase member acquisition and retention.

Assist new members with onboarding, including downloading the YMCA app and providing instruction on how to access class schedules, program schedules, and register for group exercise classes.

In conjunction with the Membership Director, monitor Net Promoter Score (NPS) feedback and follow up with member concerns in a timely and appropriate manner.

Identify opportunities to improve member engagement and provide ideas and recommendations to the Membership Director.

Help ensure consistent enforcement of YMCA policies, including facility access, membership, guest, age, and safety policies.

Communicate important member, staffing, facility, and operational issues to the Membership Director and appropriate leadership.

Work collaboratively with the Membership…