Member Experience Specialist

The Andover YMCA is seeking a Member Experience Specialist with Sunday through Thursday availability.

The salary for this position starts at $18.05 hourly. We take into consideration an individual’s background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

1. Job Summary:

The Member Experience Specialist is responsible for leading membership and branch administrative activities, initiatives and operations. Responsible for supporting and driving overall member experience, growth outcomes and administrative functions. Ensure members and guests receive exceptional customer service. Assist with service delivery and/or ensuring safe operations. Collaborate with the leadership team, Membership Administrative Team and Customer Service Center to support administrative duties of Finance, Purchasing, Information Technology, Mission Advancement, and other Association Services departments. Provide support to the community board.

2. Essential Functions:

• Be an advocate and key leader for exceptional customer experience and communication while engaging with members, guests and participants throughout the branch.
• Collaborate with the Membership Administrative Team to ensure timely and accurate reporting and compliance of membership data and customer service to our members and guests.
• Lead team member engagement, with the support of the Membership Director, to ensure that a high performing, member-centric culture of outstanding service is in place including comprehensive team member onboarding and training to support meeting or exceeding member retention goals.
• Demonstrate agility and commitment to quality service and safety standards.
• Empowered self and team to effectively resolve member concerns focusing on prompt resolution.
• Support branch revenue goals through conducting tours with potential members, facilitating enrollments, and selling programs and services.
• Support and implement member engagement events and promotional activities.
• Assist branch initiatives related to board, fundraising and events as needed.
• Responsible for communication initiatives to engage and inform members, participants and team members.
• Model exceptional customer service to all members and guests and resolve customer/member complaints as needed.
• Maintain efficient administrative processes and continuously evaluate process and procedure improvements.
• Provide administrative support for day-to-day operations. Including, but is not limited to:
• • Support location purchasing needs by supporting team members with training and resources and processing invoices for payment.
  • Provide administrative support to fundraising campaigns which man include transmittals, record-keeping, donor communication and support meetings and events.
  • Assist with fundraising activities which may include space reservation, ordering food and supplies related to special events and board efforts.
  • Assist in training and provide systems support for location staff.
  • Maintain and support organization of team member certification, training and compliance for the branch.

3. Relationships:

This position reports to the Membership Director who reports the Branch Executive Leader. The incumbent may serve as a member of a task force for project needs. The incumbent interacts regularly with team members, members, participants, and guests to provide excellent customer service, quick resolution of concerns and enhance membership and program retention. This position will develop effective working relationships with all programming teams in the branch, providing seamless experience for members and guests.

4. Qualifications:

Required

• Associates degree; demonstrated experience may be considered in lieu of degree.
• Three (3) years customer service experience.
• CPR and First Aid certified or ability to obtain within 30 days of employment
• Excellent customer service, problem solving, interpersonal and organizational skills.
• Strong leadership skills.
• Self-directed, motivated, and creative.
• Ability to work with diverse populations.
• Ability to work a flexible work schedule.
• Computer skills in Microsoft WORD, Excel, and PowerPoint

Preferred

• Bachelors degree
• Bi/multilingual

5. Work Conditions:

• Must be able to provide facility tours.
• Must be able to travel locally to attend meetings.
• Ability to work in a fast paced and changing environment.
• Ability to respond to emergency situation in a calm and efficient manner.

6. Additional Notes:

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Branch Leadership in completing projects or performing duties deemed necessary for the branch or Association success.

Diversity, Equity and Inclusion Pledge

The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the association’s mission, vision and values of caring, equity, honesty, respect and responsibility.

The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all.