Member Advisor II

Working in a team-oriented, high-volume, fast-paced, member-centric environment, the Member Advisor II is the first impression and sets the stage for an exceptional member and guest experience. While demonstrating a welcoming, genuine, hopeful, nurturing and determined approach, the advisor greets all members and guests, ensures proper check-in procedures are followed, manages incoming calls from multiple phone lines, processes program registrations, provides cause driven tours to prospective members and collaboratively works towards reaching team goals each month. The Member Advisor II is accountable for enhancing the member experience in order to drive relationships with and between members and increase membership acquisition, engagement and retention. This position will also be responsible for new associate onboarding in partnership with the Membership Director. They will train others in service standards while driving a superior cause-driven member experience and will serve as leader-on-duty to support the member experience and safety guidelines.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Program Quality and Growth

* Welcome Center Operations > Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to:
* Ensures standards are being followed for member service and engagement.
* Timely notification to member services team associates about any changes regarding center, program and other related information critical to member service and engagement.


* Membership Enrollment > Supports membership enrollment including meeting/exceeding established goals. This includes:
* Conducts new, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests.
* Identify and attend community events to promote Y membership.
* Solicits and tracks sales leads, continually follow-up with prospective members to secure tour appointments, performs all feature/benefit tours of the family center, and close tours by enrolling prospects as members.
* Provides enrollment and marketing support as needed including web and/or social media communications and engagement.



Operations/Team Leadership

* Administrative > Manages daily business and administrative functions as it pertains to membership, including but not limited to membership reporting, collection, sales, and cash handling in adherence to YMCA policies and procedures.
* Collaborates with YES Center Call Center, Accounting and other departments to ensure seamless processing of member transaction and administration.
* Generates membership, enrollment and revenue reports as needed.
* Ensures member accounts and other administrative tasks are up-to-date and accurate.


* Leader-on-Duty shifts > Facility walk throughs, facility audits, engaging with members, assist programs, safety or leadership representative.
* Advocates for association-wide practices and is a source for innovative ways to grow the membership experience, base, and practices through member services.


* Training staff > Will assist Membership Director in onboarding new membership associates.
* Assists the Membership Director in collaborative leadership and guidance to peers through association-wide meetings, direct one-on-one best practice sharing with associates both in and outside the center.
* Assists the Membership Director during meetings with member services staff to learn and gauge satisfaction in relation to member services.


* Cause-Driven Tour lead > Will be looked at as expert for the center, will assist the Membership Director in training leadership and membership staff on cause-driven touring.
* Must possess and utilize excellent organizational skills, with the ability to empower staff members.
* Promotes and adheres to all Tampa Y safety protocols and best practices.

Membership Engagement and Retention

* Facilitates member connection and commitment to YMCA programs and services and collaborates with Membership Director to ensure the member experience is consistent, integrated and aligned to YMCA goals for member experience and engagement.
* Works with Membership Director and center leadership staff to implement member retention and outreach strategies to increase member satisfaction and retention rates.


* Provides a visible presence in the center and actively interacts with prospects and members to ensure member and prospect needs are met.
* Increases member engagement and program participation by introducing members to other members, and using member profiles and interactions to tailor suggestions for new programs, services, or activities.
* Facilitates with wellness and program operations teams to identify and tailor program/services to member needs and interests.
* Proactively identifies and resolves member issues and concerns.



Safety and Risk Management

* Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff:
* Greets all guests as they enter the facility.
* Ensures safety and risk standards to enforce proper check-in procedures are followed for members and guests.
* Monitors youth activity in the facility.
* Reports any items that may provide a health or safety hazard to staff, members or guests to maintenance staff.
* Immediately reports any suspicious behavior and violations of policy and procedures to your supervisor.



Performs all other duties as assigned.

Education/ Experience Required:

* Associate's Degree in business administration, marketing, fitness or related field or equivalent experience preferred.
* A minimum of two (2) years of face-to-face member relations or customer service experience in a high-traffic, consumer-driven environment preferred.
* Demonstrated ability to develop and maintain relationships with members/customers.
* Critical thinking, problem-solving, and issue resolution skills with the ability to proactively identify and resolve customer/member issues.
* Effective communication and organizational skills.
* Proficient in using email, Internet, and other PC-based applications (e.g. Microsoft Office, customer service/tracking applications) with the ability to learn and adapt to new technology.
* Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
* Must be able to work flexible hours including evenings, weekends, and holidays as needed.

Certifications/Trainings Required:

* Must obtain within 30 days of employment and then maintain current certifications in Community CPR/AED, First Aid and Oxygen Administration.
* Maintain position-specific required certifications as stated in the training matrix.

WORK ENVIRONMENT AND 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 including, but not limited to:

* While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device.
* Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting.
* The employee frequently is required to sit and reach, and must be able to move around the work environment.
* Ability to lift and move a minimum of 30 pounds.
* Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
* Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold.
* The noise level in the work environment is usually moderate.
* This position may require availability to work flexible hours including evenings, weekends, and holidays as needed.

Must be able to perform all duties and functions of those that are supervised