Member Service Lead

Description

Pay Range: $20.88-$22.81

POSITION SUMMARY:

This position, in collaboration with the Operations Director, is responsible for overseeing the full member lifecycle including membership growth, onboarding, engagement, retention, and member experience. This role serves as a leader within the membership department and ensures consistent systems, training, and processes that support an exceptional member experience. The lead supervises and supports Member Service Representatives, leads member engagement initiatives, tracks membership performance metrics, and implements strategies to increase retention, participation, and overall satisfaction.   

ESSENTIAL FUNCTIONS:

• Conduct membership tours and train Member Service Representatives on effective cause driven tour techniques and sales practices.
• Follow up with prospective members and leads to improve conversion rates.
• Oversee the onboarding process for all new members, ensuring contact and engagement within the first 48 hours of activation.
• Implement strategies to connect new members with programs, services, and YMCA offerings.
• Oversee SOP consistency across MSRs in coordination with the Membership Operations team.
• Assist with recruiting, hiring, onboarding, training, scheduling, and supervising Member Service Representatives.
• Coordinate MSR scheduling and shift coverage as needed.
• Serve as a leader in creating a welcoming and engaging member experience.
• Collaborate with branch leadership and departments to connect members with programs and services.
• Ensure a high standard of service for all members, guests, and participants.
• Perform bank deposits and assist with ensuring drawer counts and financial processes are accurate.
• Ensure members, guests, and staff follow YMCA policies and the Emergency Operations Plan.
• Builds effective, authentic relationships with members; helps members connect with each other and the YMCA.
• Attend to the needs, and requests of health seekers, members, and all people associated with the YMCA in a courteous and friendly manner, using the Y voice.
• Maintain safe and organized work areas.
• Complete incident and accident reports as required.
• Support organizational goals and initiatives as directed by branch leadership.
• Perform other duties as assigned.

Requirements

• Minimum 3 years’ experience in customer service and or member retention and engagement.
• Highschool Diploma, GED required, Bachelor’s Degree preferred.
• Ability to recruit, train, schedule, supervise and motivate staff.
• Excellent oral and written communication skills. Detail-oriented with problem solving skills. Demonstrated experience setting and managing priorities.
• Proficiency in data entry and experience with member management systems preferred. 
• Exhibit strong leadership skills; possess a passion for member service, building and maintaining a culture of member service excellence
• Acquire and maintain the following certifications:

o CPR Pro/AED/O2 (valid 2 years unless otherwise noted)

o First Aid (valid 2 years unless otherwise noted)

The SRYMCA is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, domestic violence victim status or any other characteristic protected by law.