1. Assists in the implementation of membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
2. Ensures excellent customer service and remains professional at all times when dealing with members’ confidential information.
3. Promotes program and membership enrollment in interactions with existing and potential members.
4. Communicates clearly with our members through personal interactions, phone calls, and mailings. This includes the collection of insufficient funds.
5. Assists in ensuring proper implementation of welcome center procedures and communicating changes to staff.
6. Active support of our DEIB statement and putting into practice our commitment to equity, diversity, belonging and inclusion. Continue to research, create, recommend and implement strategies to support diversity goals of the organization.
7. Maintains a minimum of 30-35 hours/week of coverage at the welcome center and assists with scheduling and providing coverage as needed. Additional 10 hours may include other admin responsibilities.
8. Assists in the implementation of creating the new member experience.
9. Assists in organizing membership events at the YMCA (Member Appreciation, Open Houses, etc.) and coordinates registration, staffing, and promotional items for community festivals/events and represents the YMCA at these events.
10. Daily tasks typically include handling questions, program registrations, information requests helping to process membership applications, renewals, and terminations, maintaining and updating membership records and assisting with member communication activities.
11. Educates members and new employees regarding how the YMCA is a non-profit, charitable organization and integrates that information on every tour given.
12. Assists in the onboarding of new membership staff.
13. Ensure that data regarding members is accurate and up to date, utilizing SGA Pulse.
14. Responsible for collecting and recording Member Comments and Suggestions. Develops system to ensure prompt response by appropriate team member is given within 24 hours.
15. Models and teaches cause-driven leadership characteristics, including Listen First, for the Welcome Center to possess the level of customer service that is critical to the success of the WSYMCA.
16. Participates in fundraising campaign.
17. Participates in staff meetings and/or related meetings.
18. Executes other duties and responsibilities as required by supervisor.
