Membership Specialist

Position hours:
This is full-time (40 hours). The hours will be Tuesday-Friday and Sundays.

Kaplen JCC on the Palisades is a welcoming home away from home for all who pass through its doors. Our 185,000 square foot building plus acres of outdoor grounds feature 2 fitness centers, an indoor and outdoor aquatics center, group exercise classes, cycling, and Pilates studios, 2 gymnasiums, tennis courts, indoors track, luxurious spa, multiple playgrounds and so much more. The JCC is home to the renowned Thurnauer School of Music, Syril Rubin Nursery school, Neil Klatskin Day Camp and the JCC Dance and Drama school.

Position summary:

The membership specialist is responsible for sales of membership and programs to current and potential members. They will develop relationships with prospective members, current members, and other groups in the community to grow our membership base.

This person is responsible for being fully knowledgeable about the center and its programs/services, delivering the highest level of customer service while creating positive experiences for our patrons. They must exemplify professionalism and ensure we adhere to the mission of the JCC.

Minimum Qualifications:

Position responsibilities:

Achieve individual and team goals through agency sales practices. This includes lead generation, tour scheduling, executing sales, relationship building and outreach and retention.

Be a self-motivator achieving a 50% or higher sales closing ratio

Must consistently offer the highest level of customer service, creating lasting relationships while creating a hospitable environment. Engage in informal conversations with members.

Resolve member and guest issues in an empathetic manner

Assist in program sales encouraging member and guest participation. Determine the needs of all to best connect them to the proper department

Register participants for programs and for memberships via our CRM system.

Be an ambassador to the community on behalf of the JCC. Participate in festivals and events both internally and externally

Process all new member applications and financial transactions with care. Maintain accurate and upto-date information in database.

Coordinate, assist and participate in member appreciation activities, JCC events, open houses and special projects as needed

Follow retention and engagement plans for new members

Respond to all inquiries and phone calls in a timely (24 hours) professional and courteous manner. This includes telephone, email and in person.

Utilize various spreadsheets to keep data updated for team

Always represent the JCC in a positive manner both internally and externally

Attending department meetings and training as required

Provide exceptional customer services to all

Collect past due balances, aging invoices, and credit card declines

Assist courtesy desks if needed in coverage issues

Perform general office assistance and administration duties as required

Responsible for all members customer service issues, including connecting families with appropriate JCC department personnel, reporting on issues of concern to members, conducting exit interviews with families that have dropped their membership.

Qualifications:

Associate or bachelor's degree preferred but not required.

Previous consultative sales experience in a membership driven organization

2+ years of retail service or fitness sales experience

Outstanding communicator, connector, and relationship builder

Possess exceptions listening and interpersonal skills

A positive, warm, friendly, and flexible attitude

Strong knowledge of computer software (Microsoft office, email, and internet).

Experience with CRM databases required (Sales force experience a plus!)

Strong customer service background

Ability to multitask

Excellent verbal and written communication skills

Ability to be flexible and adapt to change

Physical Demands:

While performing the duties of this job, employees are required to regularly talk, hear, reach with hands and arms regularly required to talk, hear, the ability to walk, stoop, squat, bending, kneel or crouch. In addition, be comfortable Lifting of 25 pounds or greater.

This job description is not intended to be all-inclusive, and the…