Member Services Manager

This position is responsible for managing all aspects of membership services including recruitment of new members, retention of existing members, evaluation of services and supervision and support of the front desk staff. The Member Services Manager will develop plans and implement new procedures and methods to achieve strategic membership goals in coordination with the Director of Operations. This person is responsible for high-quality customer service, which includes, but is not limited to, meeting internal and external customer needs and for presenting a positive attitude within Symons. Essential Duties and Responsibilities The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. Implement membership strategies that support recruitment of new members and retention of existing members. Foster a climate of innovation and resolve problems to facilitate member satisfaction. Assist Director in the training, development, and scheduling of front desk personnel to deliver consistent excellent service to members and customers. Review and evaluate front desk staff performance. Develop strategies to motivate staff and achieve goals. Promote program and membership enrollment in interactions with existing and potential members. Work with program staff to facilitate smooth program registration, including logistics to support phone, walk-in and web registration. Ensure proper implementation and adherence of registration procedures. Review and update registration procedures and communicate changes to staff. Resolve issues with member registration and payment operations in the software system. Coordinate front desk meetings and communications to ensure smooth delivery of services to members and visitors. Give tours of the facility to prospective members or other interested parties. Educate and enforce rules and regulations to members, participants & guests. Manage insurance memberships and reports to Silver Sneakers, Renew Active, Silver & Fit and other related financial support programs. Responsible for the final processing of membership contracts & change of status forms. Encourage member retention by contacting expiring memberships as needed. Participate in trainings and meetings. Performs other duties as assigned or apparent. Qualifications High School Diploma or equivalent and at least two years relevant experience or equivalent education/training/experience to provide the required knowledge, skills and abilities. CPR and First Aid certification required within 6 months of hire.