MEMBER ENGAGEMENT ASSOCIATE

Objective: The Member Engagement Associate is responsible for creating and nurturing a seamless and meaningful YMCA member experience, from first point of contact with the Y to daily engagement of current members. 

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Member Engagement Associate will deliver excellent service to all members, guests and program participants, engaging members by having a general knowledge of memberships and all Y programs and services. The candidate demonstrates the Y’s core values of caring, honesty, respect and responsibility and implements the Y’s Member Engagement Principals of welcome, connect, support and invite during all member and guest interactions.
 

Job Responsibilities: In this role, you will provide our members exceptional customer service, developing strong and supportive relationships that provide motivation and guidance focused on the specific needs of each member. You will play an important role in connecting members with programs and activities that will help them achieve their goals. You will also assist people in the membership and program enrollment process and are expected to maintain general knowledge of the facility, program and activities of the Y and provides service and information to members, controls access to the facility and creates a fun and safe environment for all.
 

Job Specifics:
•    Provides excellent service to members, guests and program participants in the Y and on the phone, contributing to member retention.
•    Greet and check in members, program participants, and guests in accordance with branch policies and procedures
•    Conducts interviews and/or tours responsive to the needs of prospective members; sells memberships.
•    Builds long-term relationships with members; helps members connect with one another and the YMCA.
•    Responsible for keeping up to date with knowledge of programs, activities, and policies.
•    Handles and resolves membership concerns in an empathetic and professional manner. Informs supervisor of unusual situations or unresolved issues.
•    Establish long-term relationships with staff, volunteers, participants, members and families.
•    Enrolls new members and processes membership applications.
•    Registers members and program participants in classes and programs.
•    Answering telephone and respond to voice mail messages.
•    Applies all YMCA policies to support member services.
•    Monitor locker rooms, gym and fitness floor as required.
•    Actively participates in department and branch staff meetings and/or related trainings.
•    Must wear the appropriate YMCA staff uniform.
•    Be able to identify potential donors during the year to help raise money for our Annual Community Support Campaign.
•    Maintain cleanliness and organization of the front desk.
•    Have a basic understanding of food sanitation and food handling practices.
•    Operate and reconcile cash registers and prepare deposits.
•    Perform other duties as assigned.
 

Essential Functions:
•    Ability to establish and maintain harmonious relationships with staff, volunteers, participants, members and families.
•    Ability to communicate verbally and in writing in English and Spanish to effectively communicate to a diverse population in a friendly, enthusiastic manner even under confrontational situations to achieve a successful outcome.
•    Incorporate and Model our YMCA Christian principles into your work.
•    Visual and auditory ability to respond to critical incidents and the physical ability to act swiftly in an emergency situation.
•    Ability to adequately observe participant activities, enforce safety regulations and apply appropriate techniques.
•    Have basic typing and computer skills with a knowledge of Microsoft Office.
•    Ability to stand or sit for periods up to 6 hours and ability to stock merchandise, food items, etc.
•    Ability to lift 40 lbs occasionally.
•    Ability to mentally and physically deal with high stress situations and work well under pressure.
•    Ability to perform multiple tasks concurrently.
•    Respond to emergency situations and to react appropriately.
 

Minimum Qualifications
•    1 year customer service experience
•    Strong customer service background with significant experience
•    Needs to be a self-starter, detail oriented with strength in planning, organization, prioritizing, mulit- tasking and follow through
•    Must hold current CPR and First Aid certification or obtain within first 30 days of employment
•    Must hold current Food Handler’s License or obtain within the first 30 days of employment

Preferred Qualifications
•    2 years Customer Service experience
•    Sales experience
•    Bi-lingual (Spanish)
•    Proficient with computers

The statements in this job description are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Equal Opportunity Employer