Membership Manager
Full-Time Position: Membership Manager
Description: Manage the membership/customers of Team Summit Colorado by creating a welcoming, professional environment for all members, customers, and partners. The Membership Manager is a very important point of contact for Team Summit’s 1000+ members and their families and reports to the Executive Director.
This is a hybrid position with ~20 hours onsite in the office, with the remainder remote or onsite.
Responsibilities include, but are not limited to:
Reception
- Answer/respond to phone calls/voicemails from our membership within 24 hours during scheduled work hours.
- Provide excellent customer service via phone, email, and in person
- First point of contact for members via phone, email, and in person when necessary (parents and athletes) and prospective members
- Manage the executive assistant
- Utilize the executive assistant to help complete tasks, phone calls, etc.
- Coordinate with the executive assistant to make sure all membership concerns are effectively administered
- Setup all Team Summit programs in our registration system:
- Registration questions – walking members through the process
- Update Forms for members to sign while registering (waivers, medical consent, etc)
- Pricing/Descriptions – meet with admin and directors to receive information needed for the registration platform
- Capacity and Eligibility requirements
- Maintain and execute all functions of the registration system:
- Assist membership with execution of registration
- Add financial assistance to members accounts who are eligible
- Add all discounts to members who are eligible
- Enter competition billing
- Enter manual payments as necessary
- Assist with enrollment and Volunteer Service Fee reporting
- Pay attention to waitlists and A/R – make phone calls to add waitlist members and receive payments in the rears.
- Work with Directors, Head Coaches and admin on a regular basis to maintain an organized registration system.
- Follow up on a regular basis with all facets of registration.
- Collect all winter tuition by October 15th (deadline)
- Follow-up on late payments and outstanding balances
- Setup Payment Plans for families with hardship
- Process mailed check payments
- Work closely with the Business Manager who manages Quickbooks
- Lead all planning and day of execution of the Family Orientation (usually in Oct/Nov timeframe)
- Attend Family Orientation
- Work with point of contact at each resort in preparation for discounted ski pass distribution for athletes
- Distribute pass purchase instructions for each resort
- Create mail merge emails with voucher codes for all athletes to purchase their ski passes
- Manage Injury Credit process (collect doctor’s note and process refunds based on Payment Policy)
- Manage Employee Tuition credit process
- Manage Multi-Athlete Credit process
- Manage Family Referral Credit process
- Work with Financial Assistance Committee during award process and throughout the season
- In May, work with the Business Manager and Volunteer department to determine and apply VSF credits
- Membership Newsletter to be sent out monthly via Constant Contact
- Communicate via email clearly, efficiently and effectively
- Work to anticipate questions members may have throughout the season and proactively send out communications
- Work closely with the Employee Engagement Coordinator who manages staff needs
- Manage athlete Team jacket distribution based on eligibility
- Keep continuous data as to which athletes receive jackets each season
- Distribute the link to order jackets to eligible athletes
- Review order reports from manufacturer
- Attend Management, Admin and Leadership meetings on a regular basis
- Registration system
- Google Apps (spreadsheets, forms, etc)
- Yet Another Mail Merge
- Microsoft program
- Attention to detail
- Highly Organized
- Exceptional Customer Service
- Exceptional Communications (verbal and written)
- Timely
- Discretion
- Professional
- Patient
- Listening Skills
- Flexibility
- Multi Tasking
- Empathy
- Quick Learner
- Self-directed