Description

Are you looking to impact lives in our community? If so, this is the position for you. The Member Experience Representative is responsible for increasing membership engagement, growth and retention. Primary responsibilities include strengthening member commitment through authentic personal relationships and delivering excellent service to members, guests and program participants. Effectively performs administrative duties including use of computer programs pertaining to membership administration. The relationship specialist partners with the wellness coach to create a welcoming, safe and seamless orientation experience for new members.

Schedule: Variable. Afternoon, Evening & Weekend Availability is preferred.

ESSENTIAL FUNCTIONS:

Service Skills:

1. Greet and assist all members, potential members and staff in a professional and friendly manner.
2. Conduct tours with prospective members, highlighting benefits of YMCA membership and explaining the YMCA mission, volunteer opportunities and financial assistance. Ask prospective members to join and make follow-up contact with those who do not.
3. Use Listen-First skills with health-seekers and other members to determine goals and connect them with appropriate staff, programs and small communities.
4. Meet regularly with wellness staff to ensure that new members are scheduled for and attend new member uFit sessions. Determine next steps to contact members who have missed appointments.
5. Address concerns in a courteous, timely manner. Effectively negotiate and resolve customer service issues. Escalate more complex situations or unresolved issues to supervisor for assistance in resolution. Use appropriate tools and forms to communicate constructive and complimentary feedback.
6. Issue member ID cards and process transactions to issue guest passes and register members for programs and services.
7. Respond to phone inquiries using YMCA best practices.
8. Know the facility’s emergency procedures and be prepared to act as the control center during emergency situations.
9. Manage or support DAXKO reports as needed for the branch.
10. Assist with the Annual Giving Campaign as directed.
11. Be knowledgeable about program areas and share information with members.
12. Be able to articulate the role and importance of volunteers, and be informed about volunteer opportunities.
13. Be able to articulate the YMCA’s mission, values and benefits.

Member Engagement Skills:

1. Understands how the Membership Department partners with the Wellness Department to offer a safe, seamless orientation to new members.
2. Displays ease and comfort with people of different backgrounds and abilities.
3. Arranges personal introductions between members and wellness coaches.
4. Builds authentic personal relationships with members, volunteers and co-workers; help members and volunteers connect with one another and with the YMCA.
5. Takes professional initiative to promote personal training, boot camps, classes, clinics and programs during encounters with members
6. Provides members with opportunities to increase involvement with the Y, moving them from casual to connected to committed relationships.
7. Asks members to contribute to the annual campaign.
8. Incorporates YMCA values of caring, honesty, respect, responsibility and faith into all aspects of the position to ensure YMCA values are integrated into our culture and programs.

Self-Development Skills:

1. Demonstrates an active interest in enhancing current skills and learning new ones.
2. Takes advantage of multiple learning resources (classes, books, mentors, professional interest groups, formal education, etc.).
3. Maintains accreditations and certifications, if applicable.
4. Keeps apprised of developments within the YMCA by attending meetings, workshops and reading relevant communications.

Qualifications

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Computer skills and the ability to learn appropriate computer programs related to the position
• Excellent customer service skills 
• Strong verbal communication skills 
• Outgoing personality and a desire to be helpful to others
• Must be able to stand for the majority of shift
• Current certification in CPR/First Aid/AED/Oxygen administration or obtain certification within 30 days of hire
• Other YMCA-required training and certifications, as applicable
• Ability to work early mornings, evenings, and weekends as needed
• Bilingual English/Spanish preferred (read/write/speak)