Member Experience Sales Specialist - McWilliams

Responsible for presenting the Y to prospective members and program participants by phone. Creates personalized sales experience for prospective members by identifying membership options and programs that meet their needs and interests.  Communicates with the voice of a cause-driven leader to connect prospects to the cause and mission of the Y. 

Essential Functions:

1. Works with the Association Member Experience Sales Director to ensure the association meets or exceeds sales and revenue goals.
2. Consistently meets or exceeds individual goals set by Brand Experience leadership that contribute to organizational success. 
3. Conducts outbound calls to prospective members/participants to sell and promote YMCA memberships and programs that are tailored to their specific needs and interests.
4. Recruits prospective members and encourages previous members to rejoin by utilizing data provided by Association Brand Experience team.
5. Schedules center experience tour for prospective members in coordination with Member Experience Directors.  Follows up with prospective members following tour.
6. Adheres to all YMCA policies regarding membership and program sales.
7. Delivers a high quality experience by guiding callers through website and online registration processes.
8. Registers participants over the phone and assists with clerical tasks as needed.
9. Effectively communicate and build rapport with prospective members and participants of all socio-economic levels.
10. Utilizes provided systems and resources to maximize effectiveness of sales experience with prospective members and participants. 
11. Presents promotions to prospective members and participants that align with their interests and needs to create a sense of urgency.
12. Assures compliance with Association standard operating procedures.
13. Manages objections prospective members and participants may have and share reoccurring themes with supervisor.
14. Other related duties as assigned.

YMCA Culture & Cause Expectations

Our mission and core values are brought to life by our culture.  It’s who are, who we aspire to be and how we show up every day.  We are cause-driven.  We don’t just show up, we show up with purpose.  As a cause driven leader you are expected to be:

Welcoming-Accept neighbors eagerly, warmly, hospitably, and as equal participants.

Nurturing-To care for, support, and help develop through encouragement.

Hopeful-Take an optimistic or positive view of future outcomes.

Determined-To devote full strength and concentrated attention to the cause.

Genuine–To be honest and open in relationships with others.

YMCA Competencies (Leader):

Mission Advancement: Accepts and demonstrates the Y’s 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 person’s 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.

Qualifications:

1. Certifications required within 30 days of hire: CPR/AED, and First Aid.
2. Excellent interpersonal and problem solving skills.
3. Ability to connect with people of diverse backgrounds.
4. Previous customer service, sales or related experience.
5. Basic knowledge of computers and phones.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to resolve routine problems. Ability to maintain confidentiality.  Ability to be sensitive and alert to the needs, feelings, and safety of others.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk and hear. The employee frequently is required to walk.  The employee frequently is required to use hands to finger, handle, and/or feel objects, tools, and/or controls.  Employee must occasionally lift and/or move up to 10 pounds.  Possess adequate vision and hearing to safely monitor environment and effective communicate with members

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

The YMCA of Greater Houston provides Equal Employment Opportunities for employment to all employees and applicants, including disability and protected veteran status.