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Membership Engagement Specialist Iii

3 months ago

Hobart, United States Crossroads YMCA Full time

***: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. As a MES III, this position provides leadership and supervision to the department.

**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.
- Act as leadership, by providing shift supervision, performance and coaching, daily deposits, shift opening and closing, and training in the department.
- 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.
- 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.
- Daxko 301, Dimension of Diversity, Supervisors Role in Conflict Management Training, Prospect Management.
- 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 (Team Leader)**:
**_ The National YMCA Mission:_**

**_ To put Christian principles into practice through programs that build healthy spirit, mind, and body for all._**
- Mission Advancement_:_ Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
- Collaboration:_ Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
- Operational Effectiveness_:_ Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
- Personal Growth_:_ Shares new insights. Facilitates change/ models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. 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.