Job description

LOCATION:

Spencer Family Y

305 Church Road

Bethel Park, PA 15102

SUMMARY DESCRIPTION
Under the supervision of the Membership Director, the Membership Welcome Center Supervisor is responsible for providing leadership and day to day supervision of welcome center staff as well supporting the Membership team in coordinating all marketing activities. This position is responsible for the coordination and implementation of excellent service to members, guests, and program participants. Maintains cleanliness and organization and creates a welcoming environment for the welcome center and lobby. This position is responsible for supervision of staff which includes the performance management process, coaching for performance and the progressive discipline process.

The ideal candidate for this role will possess the following primary competencies:

• Quality Results / Budget Performance: Demonstrates and fosters a strong commitment to achieving goals in a manner that provides quality experiences. Manages budgeting and financial health for areas of accountability.
• Collaboration: Builds authentic relationships with others to advance the Y’s mission and goals, forges healthy relationships that promote open and honest dialogue, builds relationships that enhance the YMCA’s ability to impact the community, and creates strong morale, spirit, and sense of belonging to the Y.
• Project/Initiative Management: Supports goal attainment by prioritizing activities, assigning responsibilities in accordance with capabilities, monitoring progress, and evaluating impact.
• Inclusion: Values all people for their unique talents, and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence.

The Welcome Center Supervisor II role is also inclusive of membership navigator job duties that include;

• Assist in Monthly sales and activity planning
• ZoHo Administration – Prospect Management
• Total revenue / Membership revenue responsibility
• Monthly sales / Membership Engagement and Event planning

ESSENTIAL FUNCTIONS:

• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to membership sales and retention. Ensures that welcome center staff follows processes that contribute to overall member satisfaction and engagement. Reviews and updates welcome center procedures and communicates changes to welcome center staff.
• Provides day-to-day supervision, which includes providing guidance, support and encouragement of teamwork.
• Assists Membership Director in all marketing activities, including updating website, managing all social media for branch and monthly newsletter.
• Assists Membership team in lead generating activities – digital campaigns, promotions and branch events.
• Provides leadership and solutions to team members, ensures the quality of service for members is seamless and membership updates are communicated to members and membership staff effectively.
• Responsible for hiring, scheduling and training all welcome center staff, including approving payroll in Ceridian system.
• Holds staff meetings and conducts continual staff training on superior member service.
• Builds relationships with members; helps members connect with one another and the YMCA.
• Handles and resolves membership issues, including membership billing, holds, cancellations and renewals. Informs Membership Director and Membership Navigator of unusual situations or unresolved issues.
• Works with Department Heads to ensure an excellent and seamless membership experience.
• Manages Silver Sneakers Program – registration of participants, maintain and submit monthly paperwork, ensure proper certification levels.
• Applies all YMCA policies dealing with member services.
• Provides leadership and support to the annual fundraising campaign.

JOB SPECIFICATIONS

• Excellent verbal and written communication skills.
• Excellent interpersonal and problem solving skills.
• Proficiency in Microsoft Word, Excel, Zoho, Setmore, Outlook, Google, Social Media(Facebook, Twitter, Instagram, Flickr, Periscope) and CRM systems for lead generation as well as the ability to become proficient in Daxko.
• Possess ability to follow through on requests, meet deadlines, manage multiple priorities, and provide the highest level of customer service.
• Ability to work independently.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

EDUCATION/EXPERIENCE REQUIREMENTS

• Associates degree preferred not required
• Certifications required within 30 days of hire: CPR/AED, and First Aid.
• Six to Twelve months supervision or Team Lead experience preferred.

Physical Working Conditions:
While performing the duties of this job, the employee may be required to stand; walk on uneven surfaces; sit; handle or feel objects; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee must be able to lift up to 25 pounds. The employee may be exposed to weather conditions prevalent at the time. The noise level is usually minimal to moderate.

Candidates must have final Criminal Clearance certificates prior to starting employment. This includes PA Criminal Certificate, NSOR Verification, PA FBI - Use Code: 1kg738 and PA Child Abuse.

Job Type: Full-time

Pay: $36,000.00 - $38,500.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Ability to commute/relocate:

• Bethel Park, PA 15102: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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