Job Title: Member Services Supervisor

Reports To: Membership Director

Work Location: Manlius YMCA

FLSA: Full Time Non-Exempt

Schedule: Mornings/Rotating Weekends

Salary Range: $16.50/hour

A Career with a Cause:

We are welcoming: we are open to all. We are a place where you can belong and grow. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Our purpose is to strengthen the foundations of communities and families through our key areas of focus: youth development, healthy living, and social responsibility. We are committed to these causes because a strong community is achieved when we invest in our children, health, neighbors, and values. Historically founded on the Christian principles of caring, honesty, respect, and responsibility; our mission is to put these principles into practice through programs that build healthy spirit, mind and body for all.

We are for ALL.

Position Summary:

T his position supports the mission and work of the Y, a leading nonprofit charitable organization. Under the direction of the Membership Director , the Membership Shift Supervisor is responsible for Desk operations during their shift in addition to supervision of staff. The incumbent will provide tours to potential members, sell memberships, register members for programs, answer phones, develop relationships with members to ensure member retention and satisfaction, respond to member questions and concerns, complete a variety of transactions to maintain member database records, and perform various clerical functions as assigned. The Member Services Supervisor provides leadership and assures the well-being for all, in line with YMCA of the USA guidelines and Association policies.

Essential Functions:

• Energize and motivate member service representatives to create the member experience, uphold YMCA mission, values, promise and voice.

• Assist in the supervision, training and continued development of member service representatives.

• Provide feedback and follow up on the performance of tasks to member service representatives.

• Respond and take action to resolve member concerns and complaints. Able to make sound decisions to problem solve and resolve other issues as they arise.

• Practice and ensure compliance with all YMCA policies and procedures.

• Greet all members by learning and using their names and doing whatever is needed to make their experience at the YMCA a pleasant one; these include providing excellent member service by greeting members by name, scanning members’ cards, monitor and control access to the facility, process membership sales, provide tours to prospective members, register members for programs, and troubleshoot member issues.

• Develop positive relationships with members fostering an atmosphere of community, which in turn will have an overall positive effect on member retention.

• Take the initiative to build committed and connected long-term relationships with members.

• Assist in maintaining branch cleanliness, appearance and safety through periodic rounds using established procedures.

• Take responsibility at the beginning of the shift to check the communications binder for daily updates, verify cash, check that member communication materials are stocked and work area is orderly and neat.

• Communicate pertinent information with the Membership Directors at the beginning or ending of their shift.

• Adhere to and enforce all YMCA policies and procedures; also ensure that members are aware of policies and procedures that apply to members.

• Maintain privacy requirements by not sharing personal, financial or credit information about members including but not limited to, phone numbers, addresses, program participation, financial information or personal situations.

• Attend all required staff meetings and trainings.

• Other duties as assigned by Supervisor.

Salary and Benefits:

• Salary Range: $16.50/hour; Full Time Non-Exempt

• YMCA Family Membership

• YMCA Retirement Fund Contribution: 10% (Y-8%; employee-2%)

• Health Insurance (2 plans with significant employer contribution for employee’s premium)

• Personal Time, Vacation, New York State Paid Sick Leave, and Six Paid Holidays

YMCA Leadership Competencies:

• Engaging Community: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit.

• Communication & Influence: Listens and expresses self effectively and in such a way that engages, inspires, and builds commitment to the Y’s cause.

• Emotional Maturity: Demonstrates ability to understand and manage emotions effectively in all situations.

• Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment.

Experience, Education and Qualifications

• High School Diploma or equivalent.

• Prefer a minimum of one year or more experience working in customer service field.

• Able to encourage and motivate others.

• Excellent people skills able to build solid relationships with members, staff, volunteers and guests.

• Able to plan and prioritize workload.

• Able to remain calm under pressure.

• Good decision making skills.

• High degree of human relation and customer service skills, the incumbent must a ‘people person’ with the ability to establish, collaborate and maintain positive relationships with members, staff, volunteers and the general public.

• Ability to handle multiple tasks, work independently, resolve problems and possess effective time management skills.

• Possess basic computer skills and a good working knowledge of Microsoft Office Programs experience with data base management software is preferred.

• Must be a team player who demonstrates strong verbal communication, interpersonal, organizational, problem solving and customer service skills.

• Possess and demonstrate excellent telephone etiquette.

• Possess and demonstrate ability to: read, interpret and effectively communicate documents, information and instructions such as safety rules, program policies, rules and procedures, Member Service and Welcome Desk procedures and YMCA policies and procedures.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment. At times, employees may be exposed to undesirable working conditions, communicable infectious diseases, and risk of injury from others. All employees are required to always follow the preventative health policies of the YMCA. The noise level in the work environment is moderate.