Member Experience Registrar

POSITION PURPOSE 

Under the direction of the Director of Call Center Operations, the Call Center 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 
• Perform other related duties as assigned. 

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. 

OTHER DUTIES AND RESPONSIBILITIES 

All Greater Philadelphia YMCA staff are responsible for the following: 

• COMMITMENT TO CHILD PROTECTION 

• Ensure that children in the care of the GPY and participating programming are kept safe from harm. 

• As a Mandated Reporter you are obligated to report ALL suspicions of abuse or neglect to the requisite state agency. 

• COMMITMENT TO SAFETY 

• Maintaining the safety of all members, program participants, and staff by identifying and correcting risk situations and ensuring incident-reporting procedures are followed. 

• Ensuring the overall cleanliness of the facility. 

• COMMITMENT TO MEMBERSHIP EXPERIENCE 

• Commitment to member service and satisfaction, building and maintaining a culture of ensuring excellent Member Experience. 

• A commitment to Diversity and Inclusion. 

PHYSICAL REQUIREMENTS  

Ability to communicate information, instructions, and ideas so others will understand.  Must be able to exchange accurate information in these situations between staff, members, children, and volunteers accurately. The ability to maintain body equilibrium to prevent falling; ability to move 20 pounds independently and utilize the “buddy system” or team lift for heavier items.  The person needs to occasionally move about the program area to access materials, members/program participants, emergency equipment, etc. Constantly positions self to maintain program materials, including under desks, in closets, and on top of shelves. Must be able to remain in a stationary position for long periods of time. Ability to judge distances and spatial relationships so as to observe details at close range of objects where they actually are within a distance of 20 inches or less and 20 feet or more. 

ENVIRONMENTAL CONDITIONS 

The physical environment requires the employee to possibly work both inside and outside in heat/cold, wet/humid, and dry/arid conditions. Frequently required to use personal protective equipment to prevent exposure such as hearing protection and rubber gloves. 

Acquire and maintain the following certifications:  

• CPR/AED/O2 (valid 2 years with exception of Aquatics to renew annually), First Aid (valid 2 years) obtained through the American Red Cross  
• Requisite OSHA online trainings (valid 1 year unless otherwise noted) 
• Mandated Reporter Training (valid 5 years) 
• Additional training and development specific to your role as reference in onboarding packet. 

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 

To improve lives by connecting people to health, well-being, and to each other.