Job description

Greater Philadelphia YMCA Employment Opportunity!

POSITION PURPOSE
Under the direction of the Call Center Team Leader, the Member Experience Registrar connects parents and members with the services and programs provided by the Greater Philadelphia YMCA. The Registrar is a Shared Services role focused on member/parent administrative support, product sales, attendance capture and registration to meet organizational productivity, quality, mission and enrollment objectives for Membership, Childcare and numerous programs. The ideal candidate has a strong capacity to prioritize and manage multiple tasks, strong attention to detail, excellent customer service skills and an ability to communicate across all parts of the organization.

ESSENTIAL FUNCTIONS

• Respond to incoming calls, emails and messages in a timely manner throughout the shift – i.e.: sales, registrations, general account management.
• Schedule tour appointments from membership/child care inquiries and support with converting appointments into new sales.
• Identify member/parent questions, complaints, concerns and overall needs.
• Provides sufficient answers and solutions to all member/parent queries, contributing to member/parent retention.
• Maintain current knowledge of YMCA membership, program and child care offerings and be able to present accurate membership information to potential and existing members.
• Maintain working knowledge of Greater Philadelphia YMCA Financial Assistance, 3rd Party Subsidy (i.e.: Insurance, ELRC) and similar support programs.
• Handle member/parent complaints respectfully and professionally.
• Redirect members/parents to appropriate departments and teams within the Greater Philadelphia Y Association when appropriate.
• Follow all communication procedures, policies and guidelines during every member/parent interaction.
• Communicate with program/child care leaders to ensure best quality experience for members.
• Serve as a liaison between members/prospective members, branch and child care to provide a superior membership experience.
• Contribute and implement innovative ideas to improve member/parent experience and registration operations.
• Input Registration information into multiple systems – i.e. Daxko Roster, Avocado Roster, ELRC PELICAN system, ELRC caseworkers, ePact, CRM– and ensure that parents/members complete all aspects of the registration process timely and accurately.
• Input Child Care Attendance information into multiple 3rd party subsidy systems
• Stay current for all child care and camp licensing requirements
• Support delivery of Monthly and End of Year statements per member/parent requests.
• Cross train peers on usage of systems to ensure smooth administration of all YMCA programs
• Spend scheduled time in Branch and Youth Development locations shadowing Member Engagement Specialists and/or delivering direct service to Members to ensure skills and perspective remain current as well as to maintain a member-centric mindset

ROLE SPECIFIC REQUIREMENTS

• Strong problem-solving orientation and the ability to work effectively as part of a cross-functional team
• Data entry skills with a focus on completeness, efficiency & accuracy
• Excellent customer service background and commitment to creating an outstanding member experience.
• Working knowledge of MS Office programs and experience entering data into computer systems
• Strong typing and computer system navigation skills
• Strong team skills – gets along with others
• Excellent interpersonal, verbal, written, and organizational skills
• Strong communication skills including experience in writing, answering phone calls and speaking
• Ability to prioritize and perform multiple tasks at one time and make quick decisions
• Ability to work a flexible schedule with advanced notice based on hours of operation, special events and position requirements.

OUR CULTURE
At the YMCA we value CARING, HONESTY, RESPECT, and RESPONSIBILITY in personal character and behavior and believe that they are essential to attaining our mission

OUR MISSION
CONNECTING PEOPLE TO HEALTHIER LIVES

The Greater Philadelphia YMCA is an equal opportunity employer. The Y considers all applicants for employment without regard to race, color, religion, sex, national origin, age, physical or mental disability, or status as a Vietnam-era or special disabled veteran or other protected classification and in accordance with applicable laws.

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