Member Experience Specialist II

Do you enjoy building relationships within your community? Are you customer obsessed? Join our Crossroads YMCA team to support our members on their journey as well as your own, with a healthy mind, body and spirit. Must be available for evenings and weekends.

POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Delivers legendary customer service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships, and programs, and creates a positive, professional, and safe environment welcoming to all.

ESSENTIAL FUNCTIONS:

• Effectively model and communicate the mission, vision, and values of the Crossroads YMCA.
• Greet and assist all members, guests, and staff with a smile and relationship ready manner. Exceed member expectations by being customer obsessed.
• Implement member service and engagement strategies that support and encourage the recruitment of new members and the retention of existing members in a welcoming environment.
• Support our members goals by facilitating connections, linking members to other members and or programs/interests.
• Responsible for individual cash drawer and shift close-out.
• Conduct cause driven tours working to meet/exceed departments tour-to-join closing rate.
• Communicate membership options and perks to prospective members and existing members to upgrade/upsell membership to increase retention.
• Build relationships, by proactively getting to know members beyond high-level greetings and well wishes and seek to understand their needs.
• Inform members of account alerts in a professional and respectful manner.
• Inform supervisor/director of unusual situations or unresolved issues in a timely manner.
• Apply all YMCA policies dealing with membership services.
• Know emergency procedures and be able to demonstrate them, providing a safe environment.
• Attend meetings and trainings as assigned. Participate in special events as assigned.
• Be knowledgeable and supportive of the YMCA annual support campaign.
• Perform other duties as assigned.

QUALIFICATIONS:

• Previous customer service, sales, and cash handling experience is required.
• Daxko 101, Listen First Training and I Hear You Service with Care Training.
• Daxko 201, Cause Driven Tour Training and Ys way to service engagement trainings.
• Certifications required within 30 days of hire: CPR/AED & First Aid and New Employee Orientations.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
• Adept computer skills with CRM experience.
• Desire and ability to work with people of all ages and backgrounds.

YMCA COMPETENCIES (Leader):

The National YMCA Mission:

To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other persons point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Visual, auditory, and verbal ability to communicate effectively.
• Must have high level of alertness, concentration, and initiative.
• Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.
• Maintain a neat and professional appearance at all times.