Job Summary:
The Membership Data Specialist is responsible for maintaining member services by handling information requests and preparing complete and accurate membership files in both hard copy form and within the membership management database. Other duties of the Membership Secretary include preparing reports, receiving visitors and members, arranging conference calls, and meeting arrangements.
Qualifications:
Education:
An associate’s degree in business or related field is required, or four years of closely related experience may substitute for the associate’s degree. Additional experience in project management and customer service is preferred.
Experience:
Three to five years of experience in customer service and administrative support.
Skills:
Database Management - Must be able to type accurately, enter information into a computerized system, and use database management software specific to membership management. Prior computer/PC experience using other word processing, spreadsheets, and database management systems is required. Microsoft Office programs essential.
Verbal/Written Communication - Speaks clearly and professionally in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings. Effectively communicate with supervisors, colleagues, parents, members, volunteers, school/district personnel, and other community members. Writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.
Confidentiality – Knowledgeable about staff, Club member, parent and Board of Directors rights and ensures an atmosphere which allows for the privacy, dignity and well-being of all in a safe, secure environment.
Mathematics – Can successfully apply mathematical thinking in order to solve a range of problems in everyday situations and has ability to synthesize basic mathematical data; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
Job Relationships:
Reports to Club Director; cooperates and works together with all co-workers; plans and completes job duties with minimal supervisory direction, including appropriate judgment. Follow up as appropriate with the supervisor regarding reported complaints, problems, and concerns.
Fosters good working relationships with staff, management, members, parents, and other professionals in order to meet objectives.
Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.
Follows appropriate chain of command to address concerns and conflicts in a timely manner.
Environmental and Working Conditions:
Work is generally performed within an office environment, with standard office equipment available.
Work is generally sedentary in nature, but may require occasional standing, walking, stooping, and reaching. The working environment is generally favorable.
There is often sufficient noise to cause the employee to shout in order to be heard above the ambient noise level.
Physical and Mental Requirements:
Able to lift, carry, push, pull, or roll up to10 pounds; capable of prolonged, extensive, or considerable standing, walking, sitting, speaking, and working and extensive typing in front of PC monitor; capable of occasional reaching, stooping, bending, kneeling, or crouching.
Ability to express or exchange ideas and convey detailed or important spoken instructions to others accurately, loudly, or quickly in addition to perceiving the nature of sounds at normal speaking levels and ability to receive detailed information through verbal communication and make fine discriminations in sounds.
Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading.
Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Manages the distraction of interruptions without losing concentration.
Exposure to demands and pressures from persons other than immediate supervisor.
Some night and weekend work is required.
Values and Strategic Behaviors:
Mission
Demonstrates commitment to the organization through words and actions.
Makes decisions that are consistent with and support the mission.
Exhibits passion for our work.
Accepts accountability for sustainable results.
Assures all actions are in the best interest of the organization.
Integrity
Demonstrates highest standards of personal/professional conduct, objectivity and trustworthiness
Communicates openly, respectfully and with transparency
Makes decisions that are fiscally and ethically responsible
Applies time and resources wisely
Accepts responsibility for actions
Excellence
Demonstrates high standards of performance and expects the same of others
Practices behaviors that ensure an inclusive and respectful workplace
Provides high quality services and information
Team-Oriented
Personally demonstrates commitment to support the work of others and communicates the same expectation of staff members, holding them accountable for being responsive to the needs of the organization, programs, and staff.
Solicits input and feedback from others.
Serves as role model of high ethical standards and good judgment
Uses facts, information and a sound decision-making process to solve problems and implement solutions within a reasonable timeframe.
Demonstrates innovative thinking by continually improving services and adapting to changing member and organizational needs.
Plans and executes, sets priorities and follows up
Values and Strategic Behaviors (Cont’d):
Effectively communicates with supervisors, other managers, subordinates, parents, volunteers, and other community members.
Verbal Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Written Communication - Writes clearly and informatively; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
Essential Responsibilities:
Customer Service
Welcomes interactions. Consistently greets members, families, and staff with a smile. Ensures the safe arrival and departure of Club members in compliance with BGCA and Missouri licensing regulations.
Proactively anticipates and addresses member, member families, and staff expectations and needs.
Quickly and effectively solves problems. Behaves courteously to calmly acknowledge the concerns of members/families who may be hostile, rude, confused and/or frustrated. Effectively diffuses/de-escalates difficult or confrontational situations.
Follows up to evaluate and confirm satisfactory resolution to inquiries or problems.
Applies due diligence and sound judgment when responding to requests and dealing with confidential information.
Works as a competent member of the team, willingly providing back-up support for co-workers when appropriate and actively supports group goals.
Responds to requests for service in a timely/thorough manner.
Membership Management
Accurately enters data into Membership Management Software with few errors.
Proficiently utilizes Membership Management Software to the fullest extent possible and knows which reports to utilize when looking for specific data.
Exports data from Membership Management Software to Excel. Prepares reports in Excel including creating basic formulas, organizes workbooks, formats the labels and data and uses a variety of ways to organize a collection of data within an Excel spreadsheet using sorting and filtering tools. Quickly summarizes data using formulas such as sum, average, and count by applying the subtotal feature of Excel. Attaches comments to specific cells in Excel when appropriate.
Creates and edits a member/parent email distribution list and inserts files.
Uses Microsoft Word to create business professional letters and flyers. Uses Excel to complete a mail merge in Microsoft Word.
Keeps accurate member files that meet Missouri child care licensing standards.
Accurately records all membership and program payments into Membership Management Software Money Tracking Module and can account for all income received.
Files cash receipts and deposits with BGCSTL Finance Department in a timely manner.
All membership applications are verified to be complete and both membership applications and receipts are always initiated.
Cashiering
Responsible for taking money in the form of cash, check, or credit card from parents/guardians and provides change, balances cash box, and processes card transactions.
Manage bank deposit activities and make sure that each transaction is counted accurately at the end of each day.
Reconciles cash with receipts at the end of each day and ensures that any discrepancies are managed immediately.
Identifies and corrects monetary errors and takes measures to ensure that further errors do not happen.
Maintains and updates daily, monthly and yearly accounts spreadsheets.
Essential Responsibilities (Cont’d):
Communication
Has working knowledge of the programs and services offered by the organization. Able to communicate this information effectively and accurately.
Speaks and expresses ideas clearly and can be easily understood.
Listens to others and verifies understanding of the message. Able to relay/redirect complete and accurate messages to appropriate persons/departments. Responds to the comments, requests, and questions of others in a timely manner.
Composes correspondence/reports for own or manager’s signature and uses appropriate business style writing. Demonstrates correct use of grammar, spelling and punctuation in all produced documents.
Knows how to find and use information on the Staff Intranet.
Demonstrates ability to provide explanation and/or options to resolve difficult or confrontational situations.
Arranges essential mail in priority action order for supervisor
Review and summarize miscellaneous reports and documents; prepare background documents and outgoing mail as necessary
Phone
Answer phones and direct all incoming calls to the appropriate party promptly and efficiently.
Arrange "callbacks" to protect supervisor’s time and provide back-up materials as needed.
Route calls elsewhere as needed.
Do phone surveys/inquiries as needed.
Confidentiality
Special Projects
Handles Club details, all projects and keeps projects on schedule.
Research, draft or abstract reports and assist in pipeline/forecast preparation and management.
Seek greater role in projects within administrative function and other areas of competence.
Routines
Set up an "exception reporting" system to handle routines without supervision.
Order supplies for Club (with Club Director’s approval), unpack supplies, check packing slips for accuracy, and deliver signed packing slips to the Finance Department. Stock offices with office supplies weekly; prepare check requests to maintain established inventories.
Supervision - As required, recruit, hire, train and supervise part-time or full-time, paid, or unpaid/volunteer secretarial or clerical staff
