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Customer Engagement Specialist

2 months ago

Minneapolis, Minnesota, United States YMCA of the USA Full time


Are you passionate about fostering connections with individuals? Do you aspire to contribute positively to the overall wellness of your community? If you are sociable, creative, and driven by a purpose, this role is tailored for you. The Customer Engagement Specialist serves as the pivotal point of contact for clients, providing a comprehensive range of services and support.

Role Overview:

The Customer Engagement Specialist is an integral member of a team dedicated to delivering outstanding service to all members, visitors, and participants. Responsibilities include promoting programs, addressing inquiries, and ensuring a tidy and organized service area. This position embodies the values of the organization and a commitment to service excellence.

Key Responsibilities:
  • Deliver exceptional service to members, guests, and participants both in-person and over the phone.
  • Enhance the experience for members and guests through meaningful engagement and relationship building.
  • Understand and uphold all relevant organizational policies.
  • Utilize membership management software and operate necessary office equipment.
  • Assist in resolving member and guest concerns, escalating issues to the appropriate team member or supervisor as needed.
  • Support the promotion and sale of programs and services to members and guests.
  • Conduct tours for prospective members.
  • Maintain cleanliness and organization of the service area.
Relationships:

This position reports to the Front Desk Manager and collaborates closely with the Membership Director and Member Service Advisor. Regular interaction with members, guests, and participants is essential to foster excellent service and enhance membership retention.

Qualifications:
Required:
  • Strong customer service, sales, problem-solving, communication, and interpersonal skills.
  • Proficient computer skills.
  • Ability to obtain necessary certifications within a specified timeframe.
  • Self-motivated and proactive.
  • Ability to work effectively with a diverse clientele.
  • Capable of managing multiple tasks simultaneously.
Preferred:
  • Prior experience in customer service.
  • Multilingual abilities.
  • Familiarity with cash handling procedures.
  • High School Diploma or equivalent.
Work Environment:

Physical demands include mobility, standing, bending, reaching, and occasionally lifting items up to 40 pounds. The ability to respond calmly and efficiently in emergency situations is essential. The role requires adaptability in a dynamic and fast-paced environment.

Commitment to Diversity, Equity, and Inclusion:

The organization is dedicated to fostering an inclusive environment that values diversity and equity. Team members are expected to embody the mission and values of caring, respect, and responsibility, while actively contributing to a culture that promotes fairness and dignity for all.